Field Service Technician - Madison, WI

Company Overview:

Separators is North America’s leading independent provider specializing in the service, repair, and remanufacturing of Alfa Laval, Tetra Pak and GEA centrifuge equipment. We have various offerings, from service and parts to automation technology and consulting, but above all else, Separators is a service company.

• We serve the needs of our customers and focus on keeping their facilities and their equipment running at optimal levels
• We serve our employees by providing the resources and support they need to not only complete their job but to be successful in their work
  
  

Throughout Separators there is a commitment to teamwork, which does not always mean working together, but it does mean working in the same direction. As we continue to grow as a company and work with more clients in the Midwest region, we’re on the lookout for individuals to join our team in the Madison, WI area.

Job Summary:

The Field Service Technician role strives to always demonstrate the characteristics of “Separators Way” by providing our customers with the maximum centrifuge repair service and support while minimizing the risk of injury and costs. The role, preferably based out of Madison, WI, demands technical expertise, reliability, and a commitment to customer satisfaction.

The Separators Way:

• Passionate about the success of our customers and our business
• Empowered with high expectations to deliver consistent excellence to our customers, remembering that our customers are both external and internal
• Committed to “rowing the same direction”, working as a team first to deliver consistent results as individuals
• A willingness to consistently work hard, tenacious enough to overcome obstacles and a curiosity to solve problems to make the business better. Willing to fail and try again. Be gritty
• Processes and tools that assist the team by providing the guidance and information needed to positively impact the business
• Doing everything the “right way” by adhering to our core values of Customer Service, Continuous Improvement, Mutual Respect, Integrity, and Trust
  
  

Job Responsibilities:

• Perform scheduled centrifuge maintenance and repair work in our customer’s plants
• Always work in safest possible manner and adhere to company and customer safety rules
• Arrive to service jobs on time, dressed appropriately, ready to work
• Obtain customer approval for major parts not included in original quote and confirm in report
• Identify process/operating issues and recommend solutions.
• Provide in-plant product/process technical support, troubleshooting, and training
• Provide feedback/recommendations on customer opportunities (parts, service, and equipment)
• Recommend to customers parts to buy/stock
• Account for, pack up, and arrange for return of all unused parts
• Follow up the day after service to ensure equipment is running properly
• Produce complete, accurate and timely service reports and obtain customer’s signature
• Flexibility to extend site visits based on customer need is a must
• Prepare in advance for service jobs:
• Review previous service reports
• Review provided Bill of Materials and check for accuracy
• Locate and review pertinent manuals
• Schedule work and any changes through centralized service scheduler
• Work with the customer directly to confirm schedule and any special requirements
• Schedule all travel arrangements or work through travel agency while adhering to company policy
• Communicate within the Separators team and be available to take after-hours (internal and customer) calls
• Provide telephone technical support for customers
• Develop and maintain an understanding of our automation/controls.
• Collaborate with service and other team members to provide an exemplary customer experience
• When required/requested, provide support to Separators, Inc. shop.
• Develop and maintain positive customer relationships to facilitate repeat business
• Always represent Separators, Inc. in a professional and courteous manner.
  
  

Key Performance Measures:

• 100% answered after hours emergency call rate
• Customer satisfaction of onsite services
• Warranty expenses (keep below 1%, meet annual goals) related to service work performed
• Persistence to stick with project until it is completed
• Accuracy and timeliness of all required reporting
• Comfortable with continuous learning and desire to grow with the company
  
  

Requirements and Qualifications:

• High school Diploma
• Post high school trade/technical school a plus
• Strong mechanical aptitude; Extensive experience with hand tools
• Strong problem-solving skills
• Persistence and reliability to safely work until the job is completed
• Good written and verbal communication skills
• Courteous with customers
• Basic computer skills
• Able to lift 50 lbs. routinely
• Work in prone/kneeling position for periods of time
• Physical ability to safely perform labor and travel
• Ability to travel extensively (up to 75%)
• Available after hours, weekend and holidays
• Available to regularly work 1-2 weekends per month
• While uncommon, employees could be asked to work 3 weekends in a month. This request would be discussed with the employee and Management team
• In the unforeseeable event that the employee is requested to work 4 weekends in a month, the employee has the right to refuse
• Ability to be onsite for up to 5 days at a time; Potential to be onsite for up to 8 days at a time for 1-2 projects per year
• If an employee is scheduled onsite for an extended time, management will attempt to schedule off site work (no travel) following the project completion
  

Job Type:

• Full Time; Non-Exempt (Hourly)
  
  

Benefits:

• Health Insurance with Health Savings Account (if eligible)
• Dental/Vision Insurance
• Life/Disability Insurance
• 401(k) with employer match
• Paid Vacation/Sick Time
• Paid Holidays
• Employee Assistance Program
• Wellness Program
  
  

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