Field Service Technician

Join the team that is a leader in engineering, designing and manufacturing of leading-edge military expeditionary products and rugged industrial/commercial products since 1937.What We Offer:Health benefits, including telehealth medical services, Dental & VisionLife, AD&D & Disability (paid for by the company)401K with a company matchSafe & clean work environment (following all CDC guidelines to keep our employees safe!)Main duties include locating and diagnosing maintenance problems on equipment, conducting warranty services and quickly performing emergency repairs on certain equipment items. Preparing field service reports, and representation for HDT while performing on service contracts and direct support services. Execute on developed methods, guidelines, and policies to facilitate efficient service scheduling and delivery. The FSR ensures customer issues are satisfactorily resolved through effective utilization of available engineering, manufacturing and other resources as needed. Responsible for escalating unresolved issues arising from field operations and requiring coordination with HDT internal; quality, engineering and other departments. Provides input for strategic decisions that affect the functional area of responsibility to effectively perform under established field service Standard Operating Procedures. Provides input and supports the development of the Integrated Product Support Department and Filed Service manager's Annual Operating Plan.Essential Duties:Establishes positive rapport with internal and external customersMaintain schedule and ensure 100% availability for all productsStrive for 100% qualified FSR product coverage and maintain coverage for all products as requiredEffective use of acquired and learned skills and be willing to expand knowledge as part of an "extended workforce" to fill FSR qualification gapsUnder the guidance of the Field Service & Engineering Support Manager, establishes a rapport with engineering and product line manager POC/SME for every HDT product subject to field serviceEnsure there is proper tools and materials available prior to executing on any assignment for every HDT product subject to field serviceActively participate and contribute in product training for assigned FSRs during product training for HDT new productsSupport by being available to perform duties on 24-hour "Hotline" requests. (FSRs will always monitor company cell phone/mobile device)Document FS activities on all assigned jobs, to include timely and accurate completion of expense reports, timecards and field summariesMust demonstrate working knowledge with MS Office software products and use of OEM diagnostic test software to effectively resolve equipment issues/failuresMust demonstrate working knowledge of relational database and/or CRM toolCompliance with HDT policies and procedures and service contract statements of work (SOW)Ensure required trade certifications are obtained and maintainedSupports HDT Quality with validation of warranty status of new claimsEnsure service requests are properly prepared for, executed and conducted in timely mannerReports directly to the FSM daily on the status of all assigned jobs and concerns regarding customer and/or PLM/PMsAttend appropriate engineering, customer and/or business meetingsParticipate in cross-functional support with integrated product logistics/product support specialistsFollow up with FSM on completed assignments (as required)Support Quality with identification of corrective action for root cause of failureEducation/Experience/Other Skills & Abilities:AAS Air conditioning & refrigeration or equivalent experienceHVAC Certified Technician preferredHigh school or GED equivalent required5 - 10+ years of HVAC experience5 Years electrical repair3-5 years brazing and weldingMust have valid US passport or be able to obtain oneOral and Written Communications: Recognized authority through his/her communication of field service responsibilitiesFive to ten years of pertinent and progressive experience in field service or industrial maintenance related support activitiesFive years' experience removing/installing HVAC systems, performing routine maintenance, effective communications with clients and customers, maintaining assigned tools and equipment, adherence to local, national and international codes and regulations.Must be able to pass a background check for access to U.S. and Foreign military bases.Must be able to speak, read and understand EnglishAble to work independently on a weekly basisCompetent technical expertiseComfortable with the shop/laboratory and equipmentCustomer focused and willing to learn and accept the challenges required to service HDT productsAble to complete all tasks in a professional, efficient and safe mannerISO and quality assurance awarenessAbility to stay with an issue through its successful resolutionPossesses strong organizational skillsExperience in troubleshooting, repair, and use of computerized or automated test equipmentCapable of creating formal reports, manuals, emails, briefings, and making updates to eachQuality orientation and high attention to detailPossesses strong interpersonal skills and the ability to work with customers, vendors, employees and managers at all levels within the companyPossesses strong computer skills with demonstrated proficiency in standard business software packages (e.g., Microsoft Office) Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Created: 2024-11-02