Field Service Technician

FIELD SERVICE ACTIVITIES

• Hands-On Field Service activity for:
  • Start-up and commissioning of Armstrong equipment with Variable Frequency Drives/ Control Panels with Drives
  • Troubleshooting and repair of Armstrong equipment.
  • Preparing parts list and labor requirement for equipment repairs
  • Filling daily reports of services, start-ups and commissioning’s completed through Armstrong online portal.
• Provide On-Site Operator training on our equipment offerings after customer acceptance.
• Reporting of field services issues that need further troubleshooting to Armstrong After-Sales service team and implementing the troubleshooting steps recommended by the Aftersales team.
• Estimated traveling time within CE is up to sixty percent.

CUSTOMER SERVICE ACTIVITIES

• Receiving Regional customer complaints/issues/start-up requests through calls and emails and following up with customers to schedule service and start-up visits.
• Provide timely warranty service support to all customers in the region.
• Co ordinate with factory quality team and give feed back about field failures.
• Connect select site equipment to the Internet or customer networks.
• Management of spares parts quotation.

TRAINING

• Occasional training of Service and installation teams at contracting firms.
• Participate in all the training programs conducted in factory and through online portal.
• Train Installation personnel at mechanical contractor’s office on Armstrong products to minimize nuisance warranty calls.
• Compile and review site commissioning/start-up/warranty field reports Armstrong Equipment.
• Connect the pump of customer's site to the Internet or customer networks to our cloud.

TECHNICAL SUPPORT

• Liaise with engineering, technical support, project management, sales, and marketing for product development activities and project-specific initiatives.
• Identify and report on product deficiencies identified through service activities,
• Contribute to process improvements, product design improvements, service capabilities.

Role Requirements

• College degree/designation in Mechanical or Electrical Engineering / Technologist or Applied Engineering, or related education with comparable field/work experience.
• Experience with Drives, control panels, BAS systems, and/or automation.
• Serial communications knowledge is a plus.
• Hands-on experience with mechanical equipment Pumps, in the HVAC industry.
• Excellent computer and software skills (including MS Office suite).
• Experience / Involvement with the commercial construction marketplace is desirable.
• Should have knowledge of electrical and mechanical equipment along with a familiarity with internet and communication protocols, hands-on field service experience, and a strong commitment to customer service.
• General knowledge of the Hydronic side of HVAC heating and cooling systems
• An understanding of Variable Frequency Drives, automation, internet and communication protocols, Building Automation Controls, Pump Curves, thermo-hydraulic technical knowledge, and preferably work experience.
• Creative problem-solving skills, conflict management within different organizations (centralized and matrix organizational structures)
• Ability to break down complex problems in a simplified way, conduct root cause analysis and provide clear, well-thought-out recommendations.
• Self-directed with ability to work autonomously and collaboratively and a focus on results.
• Ability to communicate in an open and authentic manner in all situations.
• Ability or able to lift heavy equipment unaided. Training will be provided.
• Clear and concise communications skills, written and verbal, are a pre-requisite.
• Beginner accepted.
• Languages skills: French, English, and base in German will be appreciate.
• Work on home office base on the northeast of France near the German border.

Position Targets

• Average Response Time: Respond to service requests within an average of 4 hours.
• Technical Accuracy: Achieve a technical accuracy rate of 98% in diagnostics and repairs.
• Compliance: Adhere to all company policies and industry regulations, with zero compliance violations.
• Customer Follow-Up: Follow up with customers within 24 hours after service completion.
• Knowledge Sharing: Contribute to the knowledge base by documenting at least one unique service scenario per quarter.