The Field Service Technician II position demands a highly collaborative and adaptable professional who actively contributes to information sharing and peer support. This role requires exceptional oral and written communication skills, coupled with advanced electronic repair troubleshooting methodologies and a comprehensive technical understanding of our product range.
Key responsibilities include:
- Demonstrate proficiency in interpreting electrical and mechanical schematics to identify root causes of component or assembly failures.
- Develop and maintain expertise across multiple product lines, including Trace, X-Ray, CT X-Ray, and Cargo Inspection Systems.
- Undertake high-priority projects as assigned, maintaining a commitment to excellence and attention to detail.
- Identify and address recurring issues through independent analysis and collaborative problem-solving.
- Utilize business software applications (MS Word, Excel & PowerPoint) to generate precise and informative reports as required.
- Execute on-site troubleshooting, servicing, installation, and repair of Trace, X-Ray, CT X-Ray, and Cargo Inspection equipment with utmost precision and care.
- Maintain meticulous field service logs and filing systems to ensure proper documentation of all service activities from initiation to completion.
- Demonstrate unwavering dedication through productive use of downtime and consistent delivery of service that exceeds both customer and company expectations.
- Conduct thorough follow-up communications with customers to ensure complete satisfaction with completed work.
Additional critical duties include:
- Fulfill daily service repair requirements with a focus on maximizing customer satisfaction.
- Perform equipment installations, repairs, and maintenance in the field, providing comprehensive customer training as necessary.
- Meticulously document all inspections, maintenance, and repair work, submitting required paperwork within specified timeframes.
- Manage the entire repair parts cycle, including ordering, installation, and return processes, with a focus on minimizing cycle times.
- Conduct thorough reviews of all logs for outstanding issues and prepare formal, detailed reports for customers as required.
- Actively engage in Service Sales opportunities and contribute to the promotion and implementation of revenue-generating programs.
- Ensure proper maintenance and calibration of all tools and test equipment to guarantee optimal performance.
- Conduct rigorous assessments of product and equipment performance based on field support data, providing well-researched recommendations for modifications or improvements.
- Deliver expert technical support to customers and fellow service professionals as needed.
- Participate in site surveys, pilot program service activities, and attend meetings as required by management.
- Maintain and continuously expand technical knowledge of the company's Trace and X-Ray technologies.
- Cultivate and maintain professional relationships with senior-level Field Service Engineers and Product Managers to effectively support customer needs and stay informed of current technical trends.
- Implement stringent cost control measures in all aspects of the role.
- Demonstrate flexibility regarding travel requirements, overtime, and non-standard work hours as dictated by business needs.
- Strictly adhere to and enforce departmental compliance with Company health, safety, and environmental policies.
- Ensure full compliance with all applicable CA export control and security regulations.
- Undertake additional duties as assigned by management.