Field Service Technician
About The Position
Answer inbound customer calls, respond to emails, provide parts assistance, or respond to requests for service to diagnose and provide troubleshooting assistance to resolve product-related issues by utilizing company databases, customer information, and collaboration with other departments. Record appropriate call details and actions in the Customer Relations Management system. Conduct follow-up calls to assigned customers to ensure support action provided resolved related issues and elevate unresolved issues to the service management team. Review case information, provide guidance, and answer questions by dealers and customers in evaluating if product repairs and/or issues are covered under the product warranty policy or should be considered for a good will or policy adjustment. Provide updated communications to dealers and customers concerning the status of repairs or warranty-related claims. With direction from the manager, product service specialist, and/or senior technician, lead diagnostic efforts as necessary at dealer locations. Educate customer and dealer personnel on new equipment startups. Identify potential mechanical, electrical, or hydraulic issues with existing equipment, document recommended changes, and submit to engineering for review. As assigned, participate on the on-call technical support team and provide technical assistance or service after-hours and weekends. Provide input and review of technical data, parts bulletins, technical data sheets, and other training-related materials, and notify customers as appropriate. Maintain accurate and timely records in the Customer Relations Management system to ensure necessary information is accurately recorded in a manner to assist in future technical issues. Make necessary travel arrangements for field service visits and coordinate necessary equipment and parts needed to successfully complete assigned tasks. Perform other related duties, assignments, or special projects as needed.
Requirements
- Associates degree in automotive repair preferred, bachelor’s degree a plus.
- ASE Master Truck Technician preferred.
- CDL license required.
- 5 years’ experience in vehicle/equipment service and repair with a combination of mechanical, electrical, controls, and hydraulics.
- A combination of education and field experience will be considered.
- At least three (3) years of diagnosis and repair experience in the following systems: mechanical, electrical, pneumatic, hydraulic, and hydrostatic is required.
- Ability to read and interpret schematics and mechanical drawings.
- Demonstrated strong verbal and written communication skills.
- Ability to operate a variety of hand tools to assist in the repair process.
- Ability to travel up to 100% of the time.
- Proficiency in MS Office products (Outlook, Word, Excel, PowerPoint, etc.) and video photography.
Responsibilities
- Answer inbound customer calls, respond to emails, provide parts assistance, or respond to requests for service to diagnose and provide troubleshooting assistance to resolve product-related issues.
- Record appropriate call details and actions in the Customer Relations Management system.
- Conduct follow-up calls to assigned customers to ensure support action provided resolved related issues and elevate unresolved issues to the service management team.
- Review case information, provide guidance, and answer questions by dealers and customers in evaluating if product repairs and/or issues are covered under the product warranty policy or should be considered for a good will or policy adjustment.
- Provide updated communications to dealers and customers concerning the status of repairs or warranty-related claims.
- Lead diagnostic efforts as necessary at dealer locations.
- Educate customer and dealer personnel on new equipment startups.
- Identify potential mechanical, electrical, or hydraulic issues with existing equipment, document recommended changes, and submit to engineering for review.
- Participate on the on-call technical support team and provide technical assistance or service after-hours and weekends.
- Provide input and review of technical data, parts bulletins, technical data sheets, and other training-related materials, and notify customers as appropriate.
- Maintain accurate and timely records in the Customer Relations Management system.
- Make necessary travel arrangements for field service visits and coordinate necessary equipment and parts needed to successfully complete assigned tasks.
- Perform other related duties, assignments, or special projects as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
