Field Tech Support Specialist - Hillsboro, OR

New Era Technology•Hillsboro, OR

5d•$30 - $38•Onsite

About The Position

New Era Technology is hiring a Field Tech Support Specialist to provide onsite technical services supporting Mission Critical Cooling Systems. The role supports system deployments and delivers installation, startup, commissioning, remedial maintenance, and preventative maintenance services. The specialist works onsite under partner leadership, reports to New Era’s Global Operations Manager, and takes direction from onsite partner leadership. Travel may be required, and the position may involve extended hours and participation in a 24/7 on-call rotation. The role requires hands-on troubleshooting and repair of electro-mechanical equipment, including work with high-voltage equipment, and strong customer service, communication, and problem-solving abilities. The work involves prolonged periods standing, lifting, bending, and kneeling at customer facilities, and lifting up to 50 pounds at times. Typical schedules are 8-hour shifts, often 8:00–5:00 with a one-hour unpaid lunch or 8:30–4:30 with a half-hour paid lunch. The stated pay range is $30–$38 per hour, depending on qualifications and experience.

Requirements

At least 3 years of experience in field service or a similar technical support-related position.
Prior experience with electro-mechanical equipment, servos, sensors, and actuators.
Experience reading electrical schematics.
Experience working with 200–440-volt equipment.
Hands-on hardware troubleshooting and repair experience, including parts replacement.
Ability to apply technical knowledge to identify root causes.
Ability to read basic product drawings, electrical schematics, and technical specifications.
Strong customer service, oral communication, and written communication skills.
English proficiency.
Ability to manage priorities effectively and demonstrate planning, organization, and attention to detail.
Troubleshooting skills, critical thinking, analytical capability, and sound technical judgment.
Ability to work onsite independently and as part of a team.
Ability to learn and adapt quickly, collaborate, and handle stressful situations with flexibility.
Ability to travel with little notice when required; travel may be up to approximately 20%.
Availability for extended hours when applicable, including participation in a 24/7 on-call rotation.
Ability to pass customer-specific background check processes, if applicable.
Associate degree from a two-year college or technical school with an IT hardware-related certificate is preferred, or an equivalent combination of education and experience.

Nice To Haves

Leadership experience.
Associate degree from a two-year college or technical school with a certificate in an IT hardware-related discipline.

Responsibilities

Participate in system deployment projects in the established service area by delivering installation, startup, and/or commissioning support.
Provide onsite support, including assisting with fault isolation of electro-mechanical systems.
Identify parts necessary to resolve customer equipment failures.
Respond onsite to scheduled and unscheduled service dispatches within timeframes specified in customer SLAs.
Contribute to service bulletins, procedures, process improvements, and other departmental materials.
Maintain accurate customer service records and reports in the Case Management System/CRM.
Contribute to Knowledge Articles and other technical documentation.
Serve as a resource to sales personnel for the assigned service area.
Recommend improvements to manuals, operational processes, and procedures.
Contribute to training course content and provide training to customers and field service personnel as required.
Maintain knowledge of new products.
Perform other duties as assigned.