This position requires daily travel to locations in and around the Raleigh Durham Metro area, including the airport.
Troubleshoots, services, installs (deploys) and repairs Trace, X-Ray, CT X-Ray and Cargo Inspection equipment at customer sites. Maintains field service log and filing system to properly initiate, organize and maintain all field service and job files until work is completed Demonstrates initiative and dedication through positive use of downtime and an overall willingness and eagerness to consistently exceed customer and company requirements. Conducts follow up calls with the customer to ensure satisfaction of work.
- Responsible for meeting daily service repair needs and driving customer satisfaction
- Foster positive customer relations and a high degree of customer satisfaction by communicating effectively with customers.
- Installs, repairs and maintains equipment in the field; provides customer training as required.
- Must be able to respond to emergency and non-scheduled calls for service within established response time goals.
- Completes all scheduled maintenance within required deadlines. Documents all inspections, maintenance, repair work and submits paperwork in a timely basis
- Order, install, and return parts and manages repair parts cycle time
- Maintains an accurate inventory of parts and tools.
- Maintains currency on all technical certifications.
- Reviews all logs for open issues and prepares formal reports to customers as necessary.
- Participates in Service Sales opportunities and assists with promoting and implementing revenue programs.
- Looks to senior level FSTs for knowledge growth and support when needed.
- Ensures that tools and test equipment are properly maintained and calibrated
- Assesses product/equipment performance based on field support data; recommends modifications or improvements.
- Seeks to provide technical support to customers and other service professionals as required.
- May participate in site surveys, pilot program service activities, attend meetings, champion special projects and prepare exclusive reports.
- Possesses a solid level of technical knowledge on the company鈥檚 Trace and X-Ray technologies.
- Maintains clear and concise business communication proficiency, both oral and written
- Establishes and maintains a close relationship with senior level FST鈥檚 and Product Managers in order to support the needs of the customer and remain aware of current technical trends.
- Exercises every available measure to control and minimize costs while maximizing revenue
- Must submit expenses, time cards and other administrative tasks within the specified timelines.
- Travel, overtime and work hours other than Monday-Friday may be required.
- Comply with and ensure department compliance with Company health, safety and environmental policies.
- Comply with all applicable U.S. export control and security regulations.
- Other duties as required