Full-Time Field Service Technician II

This position requires daily travel with primary responsibility for the equipment at the Laredo Border Crossing.

Responsibilities:

• Troubleshoots, services, installs (deploys), and repairs Trace, X-Ray, CT X-Ray, and Cargo Inspection equipment at customer sites.
• Maintains field service log and filing system to properly initiate, organize, and maintain all field service and job files until work is completed.
• Demonstrates initiative and dedication through positive use of downtime and a willingness to exceed customer and company requirements.
• Conducts follow-up calls with the customer to ensure satisfaction.
• Meets daily service repair needs and drives customer satisfaction.
• Installs, repairs, and maintains equipment in the field; provides customer training as required.
• Responds to emergency and non-scheduled calls for service within established response time goals.
• Completes scheduled maintenance within required deadlines.
• Documents inspections, maintenance, repair work, and submits paperwork in a timely basis.
• Orders, installs, and returns parts; manages repair parts cycle time.
• Maintains an accurate inventory of parts and tools.
• Maintains currency on all technical certifications.
• Reviews logs for open issues and prepares formal reports to customers.
• Participates in Service Sales opportunities and assists with promoting and implementing revenue programs.
• Seeks knowledge growth and support from senior level FSTs when needed.
• Ensures tools and test equipment are properly maintained and calibrated.
• Assesses product/equipment performance based on field support data; recommends modifications or improvements.
• Provides technical support to customers and other service professionals.
• May participate in site surveys, pilot program service activities, attends meetings, champions special projects, and prepares reports.
• Maintains technical knowledge on Trace and X-Ray technologies.
• Maintains clear and concise business communication.
• Establishes and maintains relationships with senior FSTs and Product Managers.
• Controls and minimizes costs while maximizing revenue.
• Submits expenses, time cards, and other administrative tasks within specified timelines.
• Travel, overtime, and work hours other than Monday-Friday may be required.
• Complies with company health, safety, and environmental policies.
• Complies with export control and security regulations.
• Performs other duties as required.