Field Tech Support Specialist - Hillsboro, OR

New Era Technology • Hillsboro, OR

4d • 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 delivers installation, startup, commissioning support, remedial maintenance, and preventative maintenance services. The candidate reports to New Era’s Global Operations Manager and takes direction from onsite partner leadership. Work is performed onsite at customer facilities, typically on 8-hour shifts scheduled by partner leadership (usually 8–5 with a one-hour unpaid lunch or 8:30–4:30 with a half-hour paid lunch). Travel may be required, including with little notice, and may be up to approximately 20%. Extended hours and participation in a 24/7 on-call rotation may apply. The posted pay range is $30–$38 USD.

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.
• English proficiency.
• Experience reading electrical schematics.
• Experience working with 200–440-volt equipment.
• Hands-on hardware troubleshooting and repair experience.
• 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.
• Troubleshooting skills and sound technical judgment.
• Ability to manage priorities effectively and demonstrate planning, organization, attention to detail, and critical thinking.
• Ability to work independently onsite and as part of a team, adapt quickly, and handle stressful situations.
• Ability to travel when needed, including with little notice; travel may be up to approximately 20%.
• Availability to work extended hours if applicable, including participation in a 24/7 on-call rotation.
• Ability to pass customer-specific background check processes, if applicable.
• Ability to perform prolonged periods of standing, lifting, bending, and kneeling at customer facilities, and to lift up to 50 pounds.

Nice To Haves

• Associate degree from a two-year college or technical school with a certificate in an IT hardware-related discipline, or an equivalent combination of education and experience.
• Leadership experience.

Responsibilities

• Participate in system deployment projects by delivering installation, startup, and commissioning support services.
• Provide onsite support and assist with fault isolation of electro-mechanical systems.
• Identify parts needed to resolve customer equipment failures.
• Respond onsite to scheduled and unscheduled service dispatches within customer SLA timeframes.
• Contribute to service bulletins, procedures, process improvements, and other collateral duties.
• 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 other field service personnel as required.
• Maintain knowledge of new products.
• Perform other duties as assigned.

Benefits

• Competitive benefits
• Continuous training

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree