Traveling Support Technician II - Checkpoint

Smiths Interconnect • Ny, NY

64d

About The Position

The Traveling Support Technician must be willing to travel extensively, be team-oriented and flexible, actively seek to share information, and assist their peers. We are seeking travel support technicians who are:

Skilled verbal and written communicators.
Competent with Electronic repair troubleshooting methodology and maintain at least an intermediate technical level of product knowledge.
Proficient with reading, understanding, and following electrical/mechanical schematics to assist in isolating faults to root cause components and/or assemblies.
Cross-trained on products serviced in the field and displaying basic proficiency in servicing the Trace, X-Ray, CT X-Ray, and Cargo Inspection Systems product lines.
Willing to work on special projects, some of high visibility, as assigned.
Looking for common-mode problem occurrences and seeking to resolve them, both independently and with the aid of others.
Knowledgeable in working business PC applications (MS Word, Excel & PowerPoint) and able to effectively use them to provide clear, concise information summaries as needed.

While deployed, the travel support technician will perform the following job duties:

SPECIFIC DUTIES, ACTIVITIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

Responsible for meeting daily service repair needs and driving customer satisfaction
Required to travel to locations in need of additional field support, work locations will change with the needs of the business.
Troubleshoots, services, installs (deploys), and repairs Trace, X-Ray, CT X-Ray, and Cargo Inspection equipment at customer sites. Installs, repairs and maintains equipment in the field; provides customer training as required.
Documents all inspections, maintenance, repair work, and submits paperwork on a timely basis
Order, install, and return parts, and manage repair parts cycle time
Maintains field service log and filing system to properly initiate, organize, and maintain all field service and job files until work is completed.
Reviews all logs for open issues and prepares formal reports to customers as necessary.
Participates in Service Sales opportunities and assists with promoting and implementing revenue programs.
Ensures that tools and test equipment are properly maintained and calibrated
Assesses product/equipment performance based on field support data; recommends modifications or improvements.
Demonstrates initiative and dedication through positive use of downtime and an overall willingness and eagerness to consistently exceed customer and company requirements.
Seeks to provide technical support to customers and other service professionals as required. Conducts follow-up calls with the customer to ensure satisfaction of work.
May participate in site surveys, pilot program service activities, attend meetings.
Maintains clear and concise business communication, both oral and written.
Establishes and maintains a close relationship with senior level FSE's and Product Managers in order to support the needs of the customer and remain aware of current technical trends.
Exercises every available measure to control and minimize costs.
Travel, overtime and work hours other than Monday-Friday may be required.
Comply with and ensure department compliance with Company health, safety and environmental policies.
Comply with all applicable U.S. export control and security regulations.
Other duties as required.

Requirements

• Associate's Degree/Related Trade Certification (electrical, electronic, mechanical)/Military Training (electrical, mechanical, electronics). (Equivalence achieved through comparative work and life experience of 1-3 years is acceptable work experience in a related electrical or mechanical field service role). Computer literacy; competency in use of all programs within MS Office Suite and aptitude for learning specialized software programs.
• Minimum of 1-3 years experience directly involved in troubleshooting and field repair of electrical and electronic systems and equipment.
• Individuals shall possess excellent communications skills and have a strong orientation for customer focus and teamwork. Must be responsive to all customer issues at all times. Must be willing & able to travel at short notice.
• Possess excellent organizational, communication, interpersonal skills with the ability to multi task several projects at once.
• Excellent customer service skills and the ability to handle stressful situations.
• Self-motivated, reliable, and accountable individual
• Possess excellent telephone skills
• Must be able to lift/carry 80 lbs.
• Must be able to push/pull 200 lbs.
• Must be able to move/ manipulate equipment weighing up to 1000 lbs. with the assistance of carts, hoists, davit cranes, pallet jacks or other devices as defined in the manuals and Technical Advisory documentation.
• Job requires frequent bending, stooping, twisting, turning, and working in unusual positions requiring full body mobility.
• Must be able to work safely and follow safety precautions in extreme environments (temperature, humidity, noise, confined spaces, etc.) around dangerous industrial equipment.
• This position requires Sensitive Security Information (SSI) access and vetting via the TSA. Applicant must successfully pass a federal background investigation

Responsibilities

• Responsible for meeting daily service repair needs and driving customer satisfaction
• Required to travel to locations in need of additional field support, work locations will change with the needs of the business.
• Troubleshoots, services, installs (deploys), and repairs Trace, X-Ray, CT X-Ray, and Cargo Inspection equipment at customer sites. Installs, repairs and maintains equipment in the field; provides customer training as required.
• Documents all inspections, maintenance, repair work, and submits paperwork on a timely basis
• Order, install, and return parts, and manage repair parts cycle time
• Maintains field service log and filing system to properly initiate, organize, and maintain all field service and job files until work is completed.
• Reviews all logs for open issues and prepares formal reports to customers as necessary.
• Participates in Service Sales opportunities and assists with promoting and implementing revenue programs.
• Ensures that tools and test equipment are properly maintained and calibrated
• Assesses product/equipment performance based on field support data; recommends modifications or improvements.
• Demonstrates initiative and dedication through positive use of downtime and an overall willingness and eagerness to consistently exceed customer and company requirements.
• Seeks to provide technical support to customers and other service professionals as required. Conducts follow-up calls with the customer to ensure satisfaction of work.
• May participate in site surveys, pilot program service activities, attend meetings.
• Maintains clear and concise business communication, both oral and written.
• Establishes and maintains a close relationship with senior level FSE's and Product Managers in order to support the needs of the customer and remain aware of current technical trends.
• Exercises every available measure to control and minimize costs.
• Travel, overtime and work hours other than Monday-Friday may be required.
• Comply with and ensure department compliance with Company health, safety and environmental policies.
• Comply with all applicable U.S. export control and security regulations.
• Other duties as required.

Benefits

• Join us and we'll help build your career, with excellent training and opportunities for career growth across the business, both locally and globally. You'll experience an inclusive environment, with strong leadership and a focus on safety and wellbeing. You'll also have the flexibility to choose from a wide range of benefits to suit your lifestyle, offering you and your family support from a health and wellbeing, financial and lifestyle perspective.
• This role offers a competitive Annual Incentive plan.
• This position includes a competitive benefits package.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees