Full-Time Field Service Technician II - RDU

Field Service Technician II - RDU

This position requires daily travel to locations in and around the Raleigh Durham Metro area, including the airport.

Responsibilities:

1. Troubleshoots, services, installs (deploys) and repairs Trace, X-Ray, CT X-Ray and Cargo Inspection equipment at customer sites.
2. Maintains field service log and filing system to properly initiate, organize and maintain all field service and job files until work is completed
3. Demonstrates initiative and dedication through positive use of downtime and an overall willingness and eagerness to consistently exceed customer and company requirements.
4. Conducts follow up calls with the customer to ensure satisfaction of work.
5. Responsible for meeting daily service repair needs and driving customer satisfaction
6. Foster positive customer relations and a high degree of customer satisfaction by communicating effectively with customers.
7. Installs, repairs and maintains equipment in the field; provides customer training as required.
8. Must be able to respond to emergency and non-scheduled calls for service within established response time goals.
9. Completes all scheduled maintenance within required deadlines.
10. Documents all inspections, maintenance, repair work and submits paperwork in a timely basis
11. Orders, install, and return parts and manages repair parts cycle time
12. Maintains an accurate inventory of parts and tools.
13. Maintains currency on all technical certifications.
14. Reviews all logs for open issues and prepares formal reports to customers as necessary.
15. Participates in Service Sales opportunities and assists with promoting and implementing revenue programs.
16. Looks to senior level FSTs for knowledge growth and support when needed.
17. Ensures that tools and test equipment are properly maintained and calibrated.
18. Assesses product/equipment performance based on field support data; recommends modifications or improvements.
19. Seeks to provide technical support to customers and other service professionals as required.
20. May participate in site surveys, pilot program service activities, attend meetings, champion special projects and prepare exclusive reports.
21. Possesses a solid level of technical knowledge on the company’s Trace and X-Ray technologies.
22. Maintains clear and concise business communication proficiency, both oral and written
23. Establishes and maintains a close relationship with senior level FST’s and Product Managers in order to support the needs of the customer and remain aware of current technical trends.
24. Exercises every available measure to control and minimize costs while maximizing revenue
25. Must submit expenses, time cards and other administrative tasks within the specified timelines.
26. Travel, overtime and work hours other than Monday-Friday may be required.
27. Comply with and ensure department compliance with Company health, safety and environmental policies.
28. Comply with all applicable U.S. export control and security regulations.
29. Other duties as required

Education/Training:

• 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.

Experience:

• Minimum of 3 years experience directly involved in troubleshooting and field repair of electrical and electronic systems and equipment.

Knowledge/Skills:

• 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.

Background:

• This position requires Sensitive Security Information (SSI) access and vetting via the TSA.
• Applicant must successfully pass a federal background investigation.

Other Requirements:

• Possess excellent organizational, communication, interpersonal skills with the ability to multitask 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 confident in the operation of carts, hoists, davit cranes, pallet jacks or other devices as defined in the manuals and Technical Advisory documentation.
• Job requires full body mobility
• Must be able to work safely in varied environments and around dangerous industrial equipment's

Work Environment:

• Work environment is typically considered to be wherever the customer of concern is located.
• Service will typically be rendered at airports, correctional facilities, courthouses, cruise ships or other locations as required.

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