Description
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Job Description
Job Title: Sr. Field Service Technician
Reports To: Service Supervisor
Summary
A Senior Field Service Technician (SrFST) is responsible for installation, commissioning, scheduled and emergency service on products serviced by Fairbanks Morse Defense commensurate with appropriate certification. Products may include, but are not limited to, diesel engines, electrical controls, roll-up doors, cranes, elevators and davits. The SrFST is required to establish, promote and maintain excellent rapport with all customers, co-workers, sales representatives and others as appropriate. The SrFST is also required to maintain continuous communication with Region Offices, and direct manager.
Principle Duties and Responsibilities
ROLE
- Relies on extensive experience and judgment to plan and accomplish goals
- Ability to diagnose, troubleshoot and repair qualified products
- Requires no direct supervision for daily operations based upon training
- Leads and directs the work of other associates in the region
- Meets qualifications for project overhauls
- Capable of leading complete engine overhauls on qualified engines
- May occasionally be assigned to shop duties such as general machining, part inspections, assembly, testing, and warehouse.
TECHNICAL
- Provide On-the-Job training as required
- Conduct Customer Equipment training
- Provide first level escalation support for fellow associates in the district
- Render on site and phone assistance to customers and fellow associates
- Communicate with Product Engineering on equipment issues
- Perform work related tasks according to company guidelines for scheduled maintenance and recommended solutions.
- Implement Engineering Change Orders, Field Service Change Orders and Service Information Letters according to published guidelines
SAFETY
- Operate in a safe manner in accordance with published safety guidelines
- Must wear appropriate PPE as per company guidelines and accordance with job duties
- Report all work related accidents or injuries immediately to the appropriate personnel.
- Complete annual safety training requirements as outlined on regional safety schedule.
ADMINISTRATION
- Provide accurate and timely reporting according to company guidelines
- Timecards, expense reports, mileage reports, project closure, et al.
- Obtain and Maintain certifications for this position based on internal Service Progression Requirements
- Provide estimated time of arrival to the Customer where applicable
- Maintain company property according to company policies
- Vehicle, credit cards, PPE, test equipment, laptop, pager, et al.
CUSTOMER SATISFACTION
- Provide proper and adequate communication to internal and external customers
- Complete scheduled maintenance documentation properly and provide to the customer upon completion of each designated assignment
- Provide estimated time of arrival to the customer where applicable
- Strive to provide all customers a “first time fix” for their equipment
- Maintain customer satisfaction rates according to company guidelines
- Attend customer meetings as required
PERFORMANCE
- Maximize productivity by combining service opportunities
- Complete all work in an efficient and timely manner
- Capable of making strong decisions, technical and commercial, under pressure
- Properly evaluate site and equipment for appropriate billing status
- Maintain productive utilization rate according to company guidelines
- Adhere to company dress code and safety regulations
- Understand and comply with company escalation processes and procedures
- Effectively communicate with employees at all levels within the organization
- Must act and perform as a role model to field service technician associates and lead by example in all aspects of job requirements
- Conduct themselves in a high degree of professionalism and of service delivery
- Ability to manage stressful internal and external customer situations with high level of diplomacy
- All other duties as assigned.
Qualifications and Educational Requirements
- Education and Experience Requirements:
- High School Diploma or GED required; and at least one or more of the following:
- Associate Degree in a technical discipline and four years military experience or relevant industry experience in two or more similar or equivalent product lines serviced by FMD, or Four years military experience or relevant industry experience in two or more similar or equivalent product lines serviced by FMD
- Must be a reliable team player who consistently exhibits a professional demeanor
- Knowledge of diesel engine and spark gas test equipment and theory
- Must be able to read and interpret product line diagrams and blueprints
- Solid foundation of pneumatic, PLC, and electronic engine controls
- Mentor to co-workers (ability / desire to train others)
Technical skills:
- Ability to make an immediate site evaluation without supervision. Skills to include: environmental temperature, and general operating conditions
- Provide required technical fix/repair techniques as necessary
- Download pertinent operating information to provide independent troubleshooting evaluation
- Capable of completing tasks and return equipment to full operating conditions without direct supervision
- Ability to summarize and report all work related tasks performed
- Ability to give technical assistance via the telephone to customers on a regular basis
- Provide phone technical support to junior level associates
- Independently evaluate, recognize, and recommend acceptable customer solutions based upon site evaluation
- Recommend and direct activities at a customer site by leading technical activities of other technicians at a customer site
- Provide on-site customer consultation
- Provide diagnostic and product verification training based upon certifications and experience
- Provide OJT for all levels of Field Technicians in all products where training and certification has been completed
- Capable of providing project management and direct supervision for major projects as required at customer sites
- Provide site evaluation for Fairbanks Morse Defense products and related systems
- Assist FMD Engineering with site evaluations and recommendations as required
- Consultant to customers on-site
- Professional in job related and site acceptance testing
- Strong written and verbal communication skills and ability to communicate effectively with internal and external customers
- Ability to manage stressful situations with diplomacy
- Organizational and planning skills
- Proficiency in English language (verbal and written)
- Proficiency in Microsoft Office
- Strong mechanical aptitude
- Maintain valid driver’s license
- Travel required up to 75% (domestic and international, including weekends, evenings, and holidays, and in emergency situations travel on very short notice). Must hold valid US Passport or be able to obtain one within the first 3 months upon hire.
- This position requires access or potential access to Unclassified Naval Nuclear Propulsion Information, which is Not Releasable to Foreign Nationals (NOFORN) data. Therefore, to meet NOFORN requirement, you will have to provide proof of US Citizenship and attest that you do not have dual citizenship. Acceptable proof of US Citizenship is a US Passport, US Birth Certificate or Naturalization Certificate.
PHYSICAL REQUIREMENTS:
While performing duties of the above jobs, the SrFST is regularly required to stand, walk, use hands and fingers, handle or feel objects, tools or other components; reach with hands and arms; stoop, kneel, crouch, or crawl; talk, hear and smell. The SrFST frequently is required to sit and climb or balance. Specific vision abilities required by this job include close vision, distant vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Must have ability to regularly lift at least 35 pounds.
This specification is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to effective customer service delivery, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Fairbanks Morse Defense.
