Field Technical Support

LUFKIN•Odessa, TX

5d•Onsite

About The Position

The Field Technical Support role involves providing on-site technical assistance to clients, including troubleshooting, installation, setup, maintenance, and repair of hardware, software, and systems. This position requires strong technical knowledge, excellent problem-solving and communication skills, and the ability to work independently and collaboratively. The role also includes customer support, training, documentation, and participation in product development and testing. Field support often involves travel to client locations, sometimes requiring extended travel or overnight stays, and adherence to safety protocols is essential.

Requirements

Intimate understanding of Lufkin hardware, software, and communication systems.
Ability to quickly diagnose and resolve technical issues.
Ability to explain complex technical concepts in a simple, clear manner.
Professional demeanor and patience when dealing with clients.
Ability to manage multiple tasks and service calls efficiently.
Adherence to safety guidelines, particularly when handling electrical equipment, hazardous materials, or working in environments with specific regulations.
Ensure compliance with industry regulations, client policies, and legal requirements.
Follow company guidelines and the use of Motive APP for driving.
Participate in weekly safety meetings.

Nice To Haves

Training and assistance for the set up and installation of hardware, software, and systems at client sites.
Configure devices, networks, or applications to meet client needs and specifications.
Ensure all systems are functioning correctly after installation, performing tests to verify performance.
Set up training for conducting regular checks, updates, and upgrades for the prevention of system downtime and improve performance.
If equipment malfunctions, diagnose the issue and repair or replace damaged components.
Train onsite personnel on the testing and repair of variable speed drive chassis.
Serve as the primary point of contact for internal and external customers needing technical assistance or guidance.
Train internal personnel as well as Lufkin partners on how to use or maintain systems and devices effectively, including troubleshooting basic problems.
Create documentation or guides to help Lufkin and partners solve common issues independently.
Participate with customer and internal training seminars.
Partner with operations to better understand their needs and focus to effectively manage training and support programs.
Adjust configurations or settings to improve performance.
Work with the Automation Tech support team to communicate successes and opportunities for improvement.
Document issues, solutions, service actions taken, and customer feedback.
Keep detailed records of support calls, repairs, or replacements for future reference and warranty purposes.
Coordinate with the electrical team to understand reoccurring issues and determine solution to minimize reoccurrence.
Collaborate with remote technical support teams and engineers to solve complex problems.
Communicate progress and solutions back to management or remote support staff as needed.
Work with Missouri City engineering to resolve issues.
Test new FW releases in field environment to ensure proper operation.
Participate in group discussions for the development and improvement of products.
Work with 3rd party vendors to test and develop new product offerings.
Field support often involves traveling to client sites, sometimes requiring extended travel or overnight stays, especially for remote locations.
Plan and coordinate site visits based on urgency and availability.
In some instances, international travel may be required for training purposes.
Adhere to safety guidelines, particularly when handling electrical equipment, hazardous materials, or working in environments with specific regulations.
Ensure that installations, repairs, or modifications comply with industry regulations, client policies, and legal requirements.
Follow company guidelines and the use of Motive APP.
Participate in weekly safety meetings.

Responsibilities

Troubleshoot and diagnose hardware, software, or system failures through on-site intervention.
Install, set up, and configure hardware, software, and systems at client sites.
Test systems after installation to ensure proper functioning and performance.
Perform routine maintenance, updates, and upgrades to prevent system downtime and improve performance.
Diagnose, repair, or replace malfunctioning equipment components, including variable speed drive chassis.
Serve as the primary point of contact for customers needing technical assistance or guidance.
Train internal personnel and Lufkin partners on system usage, maintenance, and basic troubleshooting.
Create documentation such as FAQs or user guides to assist users in solving common issues.
Participate in customer and internal training seminars.
Partner with operations to understand needs and manage training and support programs.
Optimize system settings and configurations to improve performance.
Collaborate with the Automation Tech support team to communicate successes and areas for improvement.
Document issues, solutions, service actions, and customer feedback.
Log service history, including support calls, repairs, or replacements.
Coordinate with the electrical team to understand and resolve recurring issues.
Collaborate with remote technical support teams and engineers to solve complex problems.
Communicate progress and solutions to management or remote support staff.
Test new firmware releases in the field environment.
Participate in group discussions for product development and improvement.
Work with third-party vendors to test and develop new product offerings.
Travel to client locations for support, potentially requiring extended travel or overnight stays.
Plan and coordinate site visits based on urgency and availability.
Perform international travel for training purposes when required.
Adhere to safety guidelines and protocols, especially when handling electrical equipment or hazardous materials.
Ensure installations, repairs, and modifications comply with industry regulations, client policies, and legal requirements.
Follow company guidelines for driving and use of the Motive APP.
Participate in weekly safety meetings.