JOB DESCRIPTION

JOB TITLE: Field Service Technician

EMPLOYER: Fagus GreCon, Inc.

DEPARTMENT: Service Department

REPORTS TO: Service Department Director

LOCATION: Greater Charlotte, NC/SC area

SUMMARY: We are looking for a self-starter who enjoys problem solving who has field service technician experience. This individual should have a solid understanding of electronics and experience with sprinkler systems, plumbing or manufacturing maintenance is a plus. This position requires someone who is comfortable working with different customers, and who enjoys delivering their high-level knowledge of technology to enhance client trust, build rapport, and solve the customers problems.

DUTIES AND RESPONSIBILITIES:

• Provide customer service and support during field visits.
• Serves accounts by analyzing work orders; investigating complaints; conducting tests; resolving problems.
• Start-up and preventive maintenance of spark detection systems and quality control and process measurement equipment that is primarily used in the wood products industry.
• Electrical testing and inspection of designated GreCon system’s controls.
• Analyzing, testing and inspection of all external connected system periphery.
• Physical inspection and remedial maintenance of all system related issues.
• Ability to determine and perform an exchange of defective parts.
• Assist customers by studying system requirements, including ordering and gathering essential components and parts, completing the installation, and performing quality assurance tests.
• Maintains rapport with customers by examining issues & complaints and using creativity and ingenuity to investigate them. This includes: identifying resolutions, suggesting enhanced operating techniques, and recommending system improvements.
• Satisfy customer needs by making appropriate recommendations and briefings using appropriate field automation systems, procedures, and protocols.
• Keeps personal equipment operating by following operating instructions; troubleshooting breakdowns; maintaining supplies; and performing preventive maintenance.
• Documents service and installation actions by completing forms, reports, logs, and records.
• Manage all on-site maintenance, repairs and testing tasks to ensure proper documentation of all related processes.
• Collaborate with the technical team and share information across the organization to build positive relationships with clients and co-workers.
• Updates job knowledge by periodically participating in educational opportunities and trainings.
• Compiles service reports and checks for accuracy and proper format before submitting to billing. Prepares reports and correspondence as needed.
• Finds solutions that benefit both the customer and the company.
• Consistently deliver incredible customer service experiences by offering knowledge, advice, and answering questions and concerns

QUALIFICATIONS:

• Required
• Technical degree or certification, with familiarity with electronic equipment and having basic electrical knowledge
• Ability to travel up to 75% of the time within the US and Canada, both via car and air
• Valid driver’s license
• High-level ability to test, troubleshoot, service, and repair automated equipment
• Ability to adapt to dynamic work schedules and flexible shifts
• Strong customer service, communication and self-management skills
• Commitment to excellence and high standards.
• Ability to understand and follow written and verbal instructions
• Professional appearance and demeanor
• Must be able to speak, read, write, and understand English
• Proficient on Microsoft Office Tools (Word, Excel and Outlook).
• Preferred
• Familiarity with mobile applications and tools
• Awareness of manufacturing operations and process flow, ideally in wood products or dust filtration businesses
• Possesses a valid US passport to be able to go to Canada.

COMPETENCIES:

• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Oral/Written Communications--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions. Writes clearly and informatively; Able to read and interpret written information.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Position requires the need to stand and walk around job site
• Frequently required to utilize hand and finger dexterity
• Occasionally required to climb, balance, bend, stoop, kneel or crawl
• Occasionally required to lift/push/carry items less than 25 pounds/ up to 25 pounds/ up to 50 pounds/ more than 50 pounds
• Occasionally exposure to wet and/or humid conditions
• Frequently work in a manufacturing environment that may include being around fumes & airborne particles
• Occasionally exposure to outside weather conditions
• Occasionally exposure to extreme heat or cold (non-weather)
• Occasionally exposed to loud noise (manufacturing equipment and operations)
• Operate in a manufacturing environment that will require you to work on ladders and platforms along with occasionally working in confined spaces.
• Be able to drive and navigate self to jobsites.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Pay: $26.00 - $32.00 per hour

Expected hours: 40 – 50 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call
• Overtime
• Weekends as needed

Travel requirement:

• Up to 75% travel

Application Question(s):

• Do you have a valid passport?

Education:

• High school or equivalent (Preferred)

License/Certification:

• Driver's License (Required)

Willingness to travel:

• 75% (Required)

Work Location: On the road