What are the responsibilities and job description for the MLH Field Service Technician position at Gilson Inc?
MISSION
The Field Service Technician at Gilson provides customers with the best possible experience when performing preventative maintenance, service, repairs and calibration. This role utilizes their ability to troubleshoot, manual dexterity and acuity for repairs to service all brands of pipettes.
ESSENTIAL DUTIES AND RESPONSIBILITIES
General Service Technician Duties
- Use computer software to track all service activities including but not limited to creating work orders, logging pipettes by serial number, selecting the service level based on customer form, logging repairs, completing calibration activities, and generating customer facing documentation
- Carry out critical aspects of the service workflow including but not limited to unpacking incoming pipettes, reviewing paperwork for accuracy, cleaning, evaluating, repairing, adjusting, and calibrating pipettes according to Gilson standards
- Service all brands of pipettes and types of pipettes
- Perform calibrations according to Gilson, manufacturer, ISO 8655, or customers’ requirements, dependent upon customer need
- Read and interpret technical diagrams of pipettes
- Ensures conformance with established calibration and repair standards
- Use small, handheld tools to perform maintenance, repair, adjustment, and calibration
- Maintain calibration equipment through proper storage and handling and work with Service Supervisor to ensure equipment is up to date on calibration records
- Communicate with customers regarding the status of their order/pipettes in person, via phone or email
- Completes necessary paperwork and prepares pipettes for return to customer
- Contact possible with equipment that has been contaminated by laboratory chemicals, human body fluids or other potentially hazardous substances
- Occasionally works more than 40 hours in a week when necessary to complete work on time.
- Other Duties as assigned
Field Service Technician Duties
- Act as the face of Gilson and represent the company in front of customers
- Visits customer sites including university, government and industry laboratories to perform calibration, maintenance and/or repair on customer pipettes, depending upon customer need
- Work with local Territory Manager(s) and Service Scheduler/Coordinator(s) to achieve territory targets
- Work as part of a team to cover service appointments and on occasion travel outside of the designated territory
- Function as an integral part of the Service Organization to meet departmental targets
- Identify potential leads and send opportunities to the appropriate Territory Manager
- Identify and maintain Key Accounts with the assistance of Territory Managers and the Service Manager
- Send certificates to Service Center Lead for review prior to signing and sending calibration certificates to customers
JOB REQUIREMENTS
EDUCATION
- Highschool diploma/GED required
WORK EXPERIENCE
- 1 year experience in customer service job required
- Previous service job preferred
SKILLS OR KNOWLEDGE
- Ability to read and follow instructions
- Mechanically inclined
- Attention to detail
- Ability to work as a part of a team to accomplish a shared goal
- Computer proficiency
- Regular attendance and punctuality
PHYSICAL ABILITY
- Good or corrected vision
- Ability to lift 40 lbs.
OTHER
- Valid driver’s license
- Credit card and good credit standing required to pay business travel expenses
- Regular travel required, up to 75% with overnight travel required up to 50%
ADDITIONAL SKILLS/EXPERIENCE DESIRE
- Repair experience
