What are the responsibilities and job description for the Field Tech Support Specialist L2 position at neweratech?
Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.
At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.
If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.
SUMMARY:
We currently need a Field Tech Support Specialist supporting our client. This position will be responsible for providing onsite technical services in support of Mission Critical Cooling Systems. Executes the delivery of installation, startup, commissioning support, remedial and preventative maintenance (PM) services.
PRIMARY DUTIES:
- Participates in system deployment project for established service area, by delivering installation, startup and/or commissioning support services.
- Provides onsite support by assisting in fault isolation of electro-mechanical systems.
- Identifies necessary parts to resolve customer equipment failures.
- Responds onsite to dispatches, within required timeframe as specified in customer service level agreements (SLAs), for scheduled and unscheduled services requests.
- Serves the department by participating in the development of service bulletins, procedures, process improvements and other collateral duties as required.
- Maintains accurate customer service records and reports within the Case Management System/CRM.
- Contributes to the creation of Knowledge Articles and other technical-related documentation.
- Serves as a resource to sales personnel for assigned service area.
- Recommends improvements to manuals, operational processes and procedures as needed.
- Contributes to training course content development and provides training to customers and other field service personnel, as required.
- Maintains knowledge of new products.
- Other duties as assigned.
COMPENTENCY:
- Positive attitude and collaborative approach in working within a team environment.
- Leadership experience
- Strong customer service skills
- Strong oral and written communications
- Ability to learn and adapt quickly to changes.
- Critical thinking and analytical capabilities in troubleshooting and problem solving.
- Planning, organizing and prioritizing skills.
- Attention to detail.
- Ability to be flexible and handle stressful situations at times.
REQUIRED EDUCATION:
- Associate degree from two-year college/technical school with a certificate in an IT Hardware-related discipline preferred, or an equivalent combination of education and experience to successfully execute the role.
EXPERIENCE:
- Minimum of 3 years of experience in field service or a similar technical support-related position.
- Prior experience with electro-mechanical equipment, servos, sensors and actuators.
LANGUAGE SKILLS:
- English proficiency
QUALIFICATIONS:
- Experience reading Electrical Schematics.
- Experience working with 200 – 440-volt equipment (High Voltage)
- Hands on hardware troubleshooting and repair experience (Hands on may be folks who have worked on other products that require parts swapping etc. VS just monitoring systems from a keyboard)
- Ability to successfully apply technical knowledge to identify root causes.
- Ability to demonstrate excellent customer service and communication skills.
- Ability to read basic product drawings, electrical schematics, and technical specifications.
- Requires the ability to manage priorities effectively.
- Ability to travel with little notice may be required.
- Troubleshooting skills and sound technical judgment.
- Ability to work both onsite independently and as part of a team.
- Availability to work extended hours, if applicable, including participation in a 24/7 on-call rotation.
- Ability to pass customer-specific background check processes, if applicable.
PHYSICAL DEMANDS:
- Prolonged periods of working at Customer facilities standing, lifting, bending, kneeling, etc.
- Must be able to lift to 50 pounds at times.
- Travel may be required up to approximately 20% of the time.
- Willing to travel when needed.
WORK ENVIRONMENT:
- The candidate will work onsite under the direction of the partner leadership team.
EXPECTED HOURS OF WORK:
- 8-hour shifts as directed by partner leadership. Typically, 8-5 with 1-hour unpaid lunch or 8:30-4:30 with half hour paid lunch.
TRAVEL: As needed
#LI-US1
New Era Technology, Inc., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).
View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/
