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 & Vision
• Life, AD&D & Disability (paid for by the company)
• 401K with a company match
• Safe & 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 customers
• Maintain schedule and ensure 100% availability for all products
• Strive for 100% qualified FSR product coverage and maintain coverage for all products as required
• Effective use of acquired and learned skills and be willing to expand knowledge as part of an “extended workforce” to fill FSR qualification gaps
• Under 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 service
• Ensure there is proper tools and materials available prior to executing on any assignment for every HDT product subject to field service
• Actively participate and contribute in product training for assigned FSRs during product training for HDT new products
• Support 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 summaries
• Must demonstrate working knowledge with MS Office software products and use of OEM diagnostic test software to effectively resolve equipment issues/failures
• Must demonstrate working knowledge of relational database and/or CRM tool
• Compliance with HDT policies and procedures and service contract statements of work (SOW)
• Ensure required trade certifications are obtained and maintained
• Supports HDT Quality with validation of warranty status of new claims
• Ensure service requests are properly prepared for, executed and conducted in timely manner
• Reports directly to the FSM daily on the status of all assigned jobs and concerns regarding customer and\or PLM/PMs
• Attend appropriate engineering, customer and/or business meetings
• Participate in cross-functional support with integrated product logistics/product support specialists
• Follow up with FSM on completed assignments (as required)
• Support Quality with identification of corrective action for root cause of failure

Education/Experience/Other Skills & Abilities:

• AAS Air conditioning & refrigeration or equivalent experience
• HVAC Certified Technician preferred
• High school or GED equivalent required  
• 5 - 10 years of HVAC experience
• 5 Years electrical repair
• 3-5 years brazing and welding
• Must have valid US passport or be able to obtain one
• Oral and Written Communications: Recognized authority through his/her communication of field service responsibilities
• Five to ten years of pertinent and progressive experience in field service or industrial maintenance related support activities
• Five 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 English
• Able to work independently on a weekly basis
• Competent technical expertise
• Comfortable with the shop/laboratory and equipment
• Customer focused and willing to learn and accept the challenges required to service HDT products
• Able to complete all tasks in a professional, efficient and safe manner
• ISO and quality assurance awareness
• Ability to stay with an issue through its successful resolution
• Possesses strong organizational skills
• Experience in troubleshooting, repair, and use of computerized or automated test equipment
• Capable of creating formal reports, manuals, emails, briefings, and making updates to each
• Quality orientation and high attention to detail
• Possesses strong interpersonal skills and the ability to work with customers, vendors, employees and managers at all levels within the company
• Possesses strong computer skills with demonstrated proficiency in standard business software packages (e.g., Microsoft Office)

This position requires access to or use of export-controlled technical data or technology controlled by the International Traffic in Arms Regulations (ITAR) or Export Administration Regulations(EAR). Accordingly, applicants must be U.S. Persons or must be eligible to obtain the required export authorizations from the U.S. Department of State or U.S. Department of Commerce. A U.S. Person is defined as a U.S. Citizen, U.S. Permanent Resident, or a person who is a protected individual under the Immigration and Naturalization Act (8 U.S.C.1324(b)(a)(3).