Field Service Technician Lead

Kelvion Products•Catoosa, OK

9d•Onsite

About The Position

Coordinate and supervise activities concerned with installing equipment, troubleshooting, and resolving customer reports of technical problems with equipment, and eliminating future operational or service difficulties. This role involves on-site field visits to supervise equipment installation, investigate and resolve technical issues, and perform routine repairs. The Field Service Technician Lead will partner with customers to ensure excellent communication and service, and ensure that new or modified installations meet industry standards, company standards, and customer specifications. The position requires reviewing performance reports, inspecting malfunctioning equipment, analyzing problems, and making necessary repairs or replacements. Coordination with Field Service, Engineering, and other departments is crucial for timely issue resolution. The role also involves maintaining records, submitting reports, and providing recommendations to management for product or service improvements. Regular attendance, punctuality, on-site work, and overtime are expected. The ability to work cooperatively and respectfully with various stakeholders, perform multiple tasks in a fast-paced environment, and interchange with department members is essential. This role includes leading Field Technicians by directing their work, ensuring their safety, planning tasks, determining techniques, and apportioning work. Responsibilities are to be carried out in accordance with Kelvion Inc.’s policies, procedures, and applicable laws, demonstrating professional qualities in all interactions. This includes planning, assigning, and directing work, and escalating issues to management. Other duties as assigned are also part of the role.

Requirements

Personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, graphics, etc.
Ability to calculate figures and amounts such as proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Must be able to obtain a passport and major credit card (for car rental).
Ability to attend and pass safety orientation exams at customer locations.
Must be able to obtain industry-required certifications, such as TWIC, to gain entry access to customer locations.
Ability to read, interpret, and create documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of an organization.
Associate’s degree (A.A.S.) or equivalent from two-year college or technical school; or ten to twelve years related experience and/or training; or equivalent combination of education and experience.

Responsibilities

Supervise the installation of equipment on-site.
Investigate and resolve customer reports of technical problems with equipment.
Perform routine repairs on equipment.
Ensure excellent communication and service with customers.
Verify that new or modified installations meet industry standards, company standards, and customer specifications.
Review performance reports and documentation from customers.
Inspect malfunctioning or damaged equipment to determine the nature and scope of the problem.
Analyze inspection reports to determine the source of the problem.
Make repairs, replacements, or other corrective actions.
Coordinate problem resolutions with Field Service, Engineering, and other inter-company departments.
Maintain records of reports.
Submit reports to the Field Service Supervisor.
Provide recommendations to the Field Service Superintendent on recurring equipment problems to instigate corrective action in design, production, and/or service.
Ensure Kelvion’s Standard of Excellence, including quality, is incorporated into every product.
Follow all company policies and procedures.
Plan, assign, and direct work for Field Technicians.
Provide for the safety of Field Technicians.
Determine techniques to be used for tasks.
Apportion work among Field Technicians.
Forward complaints and pass on problems to management.