Senior Field Service Technician
About The Position
The Senior Field Service Technician executes field service work in accordance with customer orders, work instructions, and ABB quality and safety guidelines. The role delivers quality customer service, communicates timelines and expectations, and supports customer retention. The technician works on-site with customers to identify operational improvements and address pain points, and performs installation, commissioning, maintenance, troubleshooting, repairs, upgrades, retrofits, and related services for critical power equipment. The role also supports technician certification, coaching, training, and supervision of complex site activities; prepares materials for service work; identifies potential equipment failures and recommends corrective action; maintains customer relationships and identifies sales and product-improvement opportunities; and promotes safe work and environmental practices. This is a remote role, with selected candidates located in Reno, Nevada. It reports to the Service Manager. The position is within ABB Smart Power, whose portfolio includes energy distribution solutions and power protection products, including UPS solutions for data centers.
Requirements
- Bachelor’s degree in Electrical Engineering or Electrical Engineering Technology and 4+ years of experience servicing critical power equipment; OR an associate degree in electrical technology and 6+ years of such experience; OR a high school diploma/GED and equivalent work and/or military experience with 8+ years servicing critical power equipment.
- Advanced ability to communicate information in writing and verbally to varying levels within the organization.
- Ability to collaborate well with others.
- Advanced ability to use Microsoft Office products.
- Moderate ability to project manage using MS Project or Excel.
- Advanced ability to write test plans and reports detailing test results.
- Advanced ability to stay organized and meet deadlines on administrative duties.
- Works with a sense of urgency and ownership until the job is complete.
- Must already have work authorization permitting employment with ABB in the United States.
Responsibilities
- Work on-site with customers to identify opportunities for operational improvement and eliminate pain points.
- Perform field service tasks, identify technical issues, and conduct on-site troubleshooting within certified areas.
- Execute installation and commissioning, maintenance, repairs, extensions, upgrades, retrofits, end-of-life services, and replacements.
- Support the certification process for Associate Field Service Technicians and Field Service Technicians.
- Coach technicians, supervise complex site activities, and provide training to team members and customers when needed.
- Prepare material lists for service activities and ensure materials, parts, and equipment meet quality standards and are available.
- Proactively identify potential equipment failures and recommend corrective actions.
- Build and maintain positive customer relationships and contribute to customer satisfaction.
- Identify potential sales opportunities, address customer needs, and communicate opportunities internally.
- Identify opportunities for product and quality improvements and recommend operational and customer-service improvements to management.
- Follow safety protocols, maintain safe work and environmental practices, and report unsafe practices and incidents.
Benefits
- Choice between two medical plan options: a PPO Copay Plan or a High Deductible Health Plan with a Health Savings Account.
- Choice between two dental plan options: Core and Core Plus.
- Vision benefit.
- Company-paid life insurance equal to 2x base pay.
- Company-paid AD&D insurance equal to 1x base pay.
- Voluntary life and AD&D coverage, employee-paid.
- Company-paid short-term disability for up to 26 weeks.
- Company-paid long-term disability at 60% of pay, with an option to buy up to 66 2/3% of pay.
- Supplemental employee-paid benefits, including accident insurance, hospital indemnity, critical illness, and pet insurance.
- Parental leave of up to 6 weeks.
- Employee Assistance Program.
- Health Advocate resources for mental and behavioral health, general health navigation, virtual health, and infertility/adoption.
- Employee discount program.
- 401(k) Savings Plan with company contributions.
- Employee Stock Acquisition Plan (ESAP).
- 11 paid holidays.
- Vacation based on years of service for hourly and non-exempt positions.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
