Field Service Technician

JOB SUMMARY:  

Reporting to the Director, Lifecycle Services, this position is an important customer-facing role and part of the Lifecycle Services team. The role will be based out of our Richmond, VA, automation headquarters. The position is responsible for providing advanced mechanical, electrical, robot, controls, and software services to our customers and internal stakeholders. Upon completion of paid training and familiarization, this position will provide remote technical support and on-site services for customers and technicians. The following are key areas of focus:

• Perform both preventative and corrective technical service to end users at their facilities as required.
• Provide remote technical support to customers as needed.
• Provide support to operations & engineering on projects.
• Provide spare parts technical support to the Service Coordinator.

It is expected that the incumbent will be a strong team player and will work collaboratively with all customers and employees.

This role has responsibility for supporting efficient and timely resolutions of robot and automation support requests with existing customers. 

This position will work closely with Engineering, the machine production team, and the Lifecycle Service team to resolve customer issues by ensuring a superb customer experience through an attitude of “Customer Advocacy” – We take the customers’ problems and run them to completion as if they were our own. 

This position will be responsible for supporting the quality and expeditious training and development of junior technicians during growth. 

This position will work closely with Lifecycle Services management, ensuring clear communication on customer issues, service/spare parts/upgrade/retrofit opportunities with new and existing customers.

JOB DUTIES & RESPONSIBILITIES:  

• Monitor/manage tech support requests ensuring swift resolution
• Provide PM service on systems in compliance with established standards
• Provide troubleshooting and repairs to any system sold and other equipment as required
• Provide in depth details of Robotic repair quotes to the Service Administration team
• Support our customers on complex robotics and controls technical issues
• Serve on a rotation for on-call services
• Requires extensive (up to 75% or more) travel for field service work, preventative maintenance visits, equipment installation, troubleshooting and providing training
• Work in collaboration with Administration and Engineering to support customer needs
• Provide advanced robotics technical advising to customers when required
• Provide in-house robot repairs at one of our facilities when required
• Perform complex service repairs and routine maintenance at customer sites.
• Maintain utilization at 88% or better.
• Provide engineering support for projects as required.

EDUCATION and/or EXPERIENCE:  

• Two-year college technical degree in Automation Maintenance or Electrical Technology or equivalent military/industry experience 
• A minimum of five years’ experience in automation support environment, preferably on custom automation systems is preferred
• Though on a basic functional level, a working knowledge of all engineering disciplines will be touched by this role, a more in-depth understanding of Allen-Bradley controls would be beneficial. 

SKILLS AND CHARACTERISTICS NECESSARY TO PERFORM THE JOB:  

• Computer proficiency includes word processing, spreadsheets, and generating reports using standard software applications.
• Strong knowledge of field service principles and practices, customer requirements and technician requirements.
• Knowledge and understanding of preventive maintenance programs, OSHA regulations, customer protocols and repair processes and procedures across automation product lines.
• Analytical, critical thinking, negotiating, managerial, organizational, decision-making, conflict resolution, and problem-solving skills are all integral to customer relationship management. 
• Working knowledge of industry field service and installation processes and requirements.
• Ability to read and understand plans, specifications, and schematics (electrical and mechanical).
• Demonstrates organizational and project management skills, including ability to set and manage multiple priorities, and to set and meet deadlines.
• Excellent written and oral communication skills to interact with diverse internal and external groups.
• A person who looks for opportunities to improve processes, both internal and customer. 
• Detail oriented demonstrating an ability to capture all the key information daily to develop and maintain strong training programs. 
• Knowledge of industrial equipment and machinery. This position regularly uses a computer, printer, copier, telephone, scanner, and calculator. 
• Knowledge in various Computer Software like Microsoft Word, Outlook, PowerPoint, Excel, company ERP systems, and AutoCAD.

Success will be measured by:  

• Utilization of 88% or better
• PM completion rate
• Ticket Resolution
• Customer Satisfaction­­