Field Service Technician

EXODUS GLOBAL•Superior, WI

1d•$75,000 - $90,000•Onsite

About The Position

The Field Service Technician is a key role within our Service organization. The successful candidate will focus on supporting the customer by providing excellent technical service for our products. They will also serve as the primary liaison between the customer, inside sales, outside sales, engineering, and operations. The product line includes Shear Core Shears/Processors, Oil Quick Couplers, RockZone Attachments and Connect Work Tool Breakers which are the largest product portfolio within the division requiring proficient technical capability. Salary is based on experience

Requirements

Associate’s degree, Hydraulic Certified or minimum of 5 years’ experience working on hydraulic mobile heavy equipment and attachments related to experience in lieu of a degree
Minimum of 5 years’ experience working on hydraulic mobile heavy equipment and attachments
Strong interpersonal and communication skills with the ability to train other
Resourceful and capable of making critical decisions
Excellent public speaking ability on highly technical subjects
Highly organized, self-motivated, and available for a high quantity of travel
Microsoft Office applications and basic computer skills
Fluent in English (proficiency in Spanish desired)
Ability to understand customer needs, marketing, and sales techniques
Ability to travel extensively (up to 80%)
Working knowledge of hydraulic tools and systems, machinery attachments and/or construction equipment
Proficient use of electrical and hydraulic schematics
A strong understanding of the technical diagnostic process
Proficient with multi-meter, hydraulic pressure gauges and flow meters
Capable of light field welding
Understands and enjoys serving customers/dealers and helping others succeed

Nice To Haves

Prefer prior knowledge of principles and applications of hydraulic tools in the demolition, recycling, and construction industry.
Fluent in Spanish

Responsibilities

Visit customers and dealers to help diagnose and repair machines
Serve as the lead technical point person for our products in the field
Provide technical assistance for incoming service calls
Build strong relationship with customers and partner with engineering and product management in adapting company products to meet individual requirements and specifications
Promptly resolve customer issues and maintain good communication channels between the customers and relevant functions within the organization
Document issues in the Service Database
Coordinate with the customer for service trips
Follow-up with customers and other Exodus personnel as necessary regarding repair status
Perform technical and operator training
Act as the voice of the customer for machine improvement ideas and suggestions
Book flights, lodging and car rentals for travel
Partner with the Inside Sales (and) External Sales teams to provide excellent service in all customer interactions
Provide sales and technical assistance for the Exodus product lines including accessories
Provide technical expertise to the customer on attachment applications, including travel to dealers/end user location on regular scheduled basis addressing service-related issues with products. Interpret technical repair and parts manuals and instruct service personnel in proper maintenance procedures. Follow up with correspondence regarding problems found.
Communicate repair instructions to customer and/or contract service personnel via on-site customer visits, telephone, text, or email.
Perform equipment installations, trouble shoot, diagnose, and perform equipment repairs on-site (mechanical, hydraulic, and welding repairs).
Proper PPE required while at jobsite or performing repairs on-site
Promote good customer relations through technical support and field repair of attachments
Communicate service and attachment performance information to Parts & Product Support, Engineering, and Manufacturing areas; daily communication and provide weekly trip reports to Product Support Manager
Must be able to travel up to 80% of the time. This position requires extensive travel throughout assigned area of operation. Some overseas and Canadian travel is also required. (FST) is required to live in central location of assigned area but may occasionally travel outside of region as needed.
Comply with all company policies and maintain a high level of integrity in all interactions within and outside of the company
Maintain and submit weekly expense reports as well as company credit card account
Attend and participate in company sales meetings, training programs, trade shows, and conventions to further education and learning within the industry
Repairs will be required to be performed on an individual basis on site
Perform classroom and hands-on training for maintenance/repairs for up to 30 trainee