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Field Service Technician

Coppell, United States

SUMMARY OF JOB FUNCTIONS

As a Field Service Technician, you will provide service for scheduled jobs, emergency repairs, and installations on equipment such as scales, slicers, oven and wrapping station products, and packaging machines. Most of which you would find in your local grocery stores and delis. You will be the face of Sagent and must be customer-focused, self-motivated, and possess good analytical skills.

You must have reliable transportation to travel to customer sites.

You will be trained by Sagent technicians.

The individual is responsible for performing calibration and preventative maintenance (PM) on weighing and wrapping equipment without assistance, within the respective Business Area. This individual will be required to more frequently utilize resources such as technical support, mentors, or other training materials to complete these tasks. May be required to assist others on installations, projects and/or repairs as necessary, but would not be able to perform repairs or installations independently.

KEY RESPONSIBILITIES AND DUTIES

Perform on-site repairs, installations, and preventative maintenance on customer equipment
Provide remote troubleshooting support as needed
Communicate effectively with customers, addressing concerns and explaining service work clearly
Set up, configure, and troubleshoot both wired and wireless network-connected devices
Travel to customer sites; flexible scheduling including rotational weekend and holiday on-call availability (typically home nightly)
Lift and handle equipment weighing between 60–80 lbs.; work in various environmental conditions
Maintain personal inventory of service parts, ensuring stock is accurate and in sellable condition
Complete annual inventory counts with less than 5% variance
Accurately record service activity
Close work order tickets in a timely manner with detailed documentation
Submit expense reports promptly and accurately
Ensure proper care and upkeep of assigned equipment and tools
Maintain all company-issued equipment including tools, laptop, phone, etc.

Perform PC networking & software configuration
Perform calibrations and preventative maintenance duties based on procedures and customer requirements.
Assist and cooperate with Scheduling Analyst and Service Support Team as necessary.
Is proactive in promoting and selling service and products. Submit sales leads at a level commensurate with experience.
Resolve first-line customer concerns and helps resolve invoicing issues when applicable.
Ensure compliance with all company and customer safety and quality policies and procedures.
Work to ensure customer uptime requirements are met and that all work assignments are completed on time.
Accurately complete and submit all required paperwork on a daily basis as required via company issued Laptop PC in a professional manner
Maintain a close professional relationship with external/internal customers, sales, technicians and leaders.
Complete time keeping on a daily basis and insure punches are entered for each activity as they occur.
Provide accurate problem analysis to higher level technical personal when escalation to resolve the issue is required.
Work to ensure an atmosphere of collaboration and teamwork with field and service support colleagues.
Comply with the Company Fleet policy.
Accurately submit Weights & Measures paperwork to state/county in a timely manner.
On-call rotation is required to support customer base.
All other duties as assigned.

KEY COMPETENCIES: Knowledge, Proficiency of Acquired Skills, Aptitude, Capability

Strong mechanical aptitude and problem-solving skills
Proficient in diagnosing and troubleshooting technical issues
Familiar with TCP/IP networks and communication system protocols
Detail-oriented, organized, and customer-service-focused

Basic understanding of electrical and mechanical repair philosophies including basic understanding of PC networking & software configuration
The ability to obtain and maintain a valid Weights & Measure license for assigned service area
Demonstrated skill in the use of Microsoft Office products including Word, Excel and Outlook
The capability of learning proprietary software and be able to review and update information
The ability to travel overnight, which may be up to 10% on avg.; but could be as high as 25% depending on business needs; expectations are to travel primarily via the Company assigned vehicle, but may be required to travel by plane
Residence within the service territory
The ability to work overtime in the range of 10 - 15% on average, but may be as high as 25% in a given time period
Willingness to be exposed to hazards in the work site including, but not limited to, chemicals and solvents, vehicle traffic and machinery & moving parts; Exposure to dust, dirt, cold work environments, and fumes varies from work site to work site
Willingness to wear special protective equipment and clothing when required.

This position is considered safety sensitive and may be subject to random drug testing permitted by law.

REQUIRED QUALIFICATIONS: Experience, Education, Certifications, Skills

Associate degree from a technical school or equivalent experience
Experience with processor-controlled or PC-based equipment installation and repair
Valid driver’s license with a clean driving record
Ability to pass a criminal background check and pre-employment drug screening

Minimum of a High School Diploma or GED or 5 years relevant experience and an aptitude in the areas of Engineering, Electronics, Instrumentation, Technology or Computer Science or equivalent education and experience in a technical support role, technical troubleshooting or technical installation of electronics or electromechanical technology
Associate's degree (AA) with a technical major or equivalent from a two-year College is preferred
Customer facing or field service experience preferred. Commercial experience desired
1 - 3 years electro /mechanical repair or weighing industry experience

PHYSICAL DEMANDS – WORK ENVIRONMENT

The physical demands and work environment described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job, absent undue hardship.

Prolonged periods sitting at a desk and working on a computer in an office setting
Prolonged periods of standing
Required to lift (up to) 80 pounds and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects

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