What are the responsibilities and job description for the Field Service Representative position at Columbia Industries?
This Field Service Representative position is focused on supporting, troubleshooting, installing, and maintaining Columbia Industries equipment at customer locations and at the company’s Mississippi plant.
Essential Duties and Responsibilities:
- Provide onsite and phone support for Columbia Industries products.
- Complete all administrative paperwork in a timely manner (expense reports, timesheets and service and project/product issue findings and customer experience reports).
- Collaborate with internal teams, including Sales, Engineering, and Production, to report field issues and/or customer feedback.
- Assists in training customers on Columbia Industries equipment.
- Displays excellent communication skills including presentation, persuasion, and negotiation skills required in working with customers and coworkers and including the ability to communicate effectively and remain calm and courteous under pressure.
6. Follows all appropriate process documentation procedures.
- Maintains safe working conditions while on the customer’s site and identifies potential hazards.
- Able to oversee fields jobs that are not often the same issue or solution to resolve it.
- Able to produce a written travel expense plan and scope of work to resolve a customer issue.
- Able to make well thought out decisions and planning in the field for unforeseen issues that arise while performing field work at a customer site.
- Able and willing to support Columbia Industries Mississippi plant when not in the field or traveling.
- Able and willing to work independently and/or collaboratively with fellow team members.
- Able and willing to collaborate with Engineering and Sales.
Client Engagement:
1. Address customer inquiries, concerns, and requests via phone, email, or in person in a timely and professional manner.
2. Able to communicate well, professionally, and courteously with customers even when under pressure.
3. Able to communicate effectively to instruct, training, or provide important information regarding Columbia Industries product and/or use, functionality, maintenance, and upkeep to the customer.
Flexibility and Travel:
1. Demonstrate flexibility in working hours to accommodate customer needs.
2. Travel to customer sites for scheduled maintenance, installations, and urgent support requirements.
3. International and domestic travel to be expected.
4. Able to work at the Mississippi plant when not traveling on a field service call.
Character Traits:
1. Team player.
2. Professional and courteous to customers and coworkers.
3. Able and willing to support and train others.
4. Able and willing to learn (i.e. welding, hydraulic, electrical, or inspection).
5. Whatever it takes mentality to get the job done ethically.
6. Can adjust well with change (i.e. company policy, customer work scope change, etc.).
7. Quick learner.
Other Duties and Responsibilities
1. Maintains punctual, regular and predictable attendance.
2 Respectfully takes direction from supervisor or manager.
3. Operates overhead cranes, forklifts, yard truck and other company equipment as required.
4. Proficient in Windows based applications and EPICOR.
5. Capable of interpreting blueprints and/or following a scope of work or project.
6. Capable of working on electrical, hydraulic and diesel systems.
7. Capable in the safe use and maintenance of hand and power tools.
8. Read hydraulic symbols and circuit diagrams.
9. Use dial calipers, micrometers and multi-meters.
10. Know various tube fittings and select the proper replacement.
11. Make up tube assemblies.
12. Know how to prevent and repair system leaks.
13. Perform contamination control.
14. Make up a crimped hose assembly.
15. Service and charge accumulators.
Minimum Experience and Qualifications
Five years’ experience in a shop environment preferred.
Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Equivalent Experience
High School Diploma or General Education Degree (GED) and/or five years of experience with mechanical and electrical systems preferred.
Ideal to have a two-year degree within a technical program (i.e. Industrial Maintenance Technology Program, Heavy Vehicle, Diesel, and Industrial Technology Program, or something similar).
Training, Certifications, Licenses, Registrations
Training: CI Overhead Crane Certification
CI Forklift Certification
4G GMAW, 4G SMAW
Basic Electrical and Hydraulic
Troubleshooting Equipment knowhow/understanding
Critical Skills
Language Skills: Ability to read, write, analyze and effectively present information. Fluent in English.
Mathematical Skills: Intermediate mathematical concepts
Computer Skills: Proficient computer skills in Microsoft Office suite and EPICOR.
Reasoning Ability: Ability to define problems, draw valid conclusions, interpret and collect data, and draw valid conclusions
Physical Demands
Occasionally: Sit, climb or balance
Regularly: Stand, walk, talk or hear, taste or smell
Frequently: Use hands to finger, handle or feel, reach with hands or arms, stoop, kneel, crouch or crawl and lift up to 35 pounds
Vision Requirements: Close, distance, color, peripheral, depth, perception and ability to adjust and focus
Work Environment
Shop, field environment, and office.