What are the responsibilities and job description for the Field Service Technician position at IRWIN SEATING COMPANY?
Job Title: Field Service Technician
Position Overview
As a Field Service Technician, you will play a critical role in delivering exceptional customer experiences while supporting the growth of Irwin’s parts and services business. This position is responsible for resolving customer field complaints, diagnosing and repairing technical issues, and fostering relationships that enhance customer satisfaction. As a first-line representative in the field, the Field Service Technician ensures that installation sites meet Irwin's quality standards, provides technical expertise to internal teams and external customers, and promotes our parts and services to maintain long-term client relationships.
Success in this role requires technical proficiency, exceptional problem-solving skills, and a collaborative approach when engaging with colleagues across departments and external business partners.
Responsibilities
- On-Site Customer Resolution: Diagnose and resolve technical complaints and service issues at customer job sites.
- Technical Troubleshooting & Support: Repair and troubleshoot equipment, provide technical assistance to customers and internal teams.
- Cross-Functional Collaboration: Act as a liaison between project coordinators, field technicians, and engineering teams for installations and issue resolution.
- Detailed Reporting: Complete daily reports on site issues, repairs, and customer interactions.
- Parts & Service Promotion: Identify and promote company parts and service offerings to customers.
- Client Relationship Management: Build and maintain strong customer relationships through professional service.
- Accurate Record Keeping: Maintain meticulous records of site visits, repairs, and customer interactions.
- Flexible Field Operations: Work flexible hours, including travel and overnight stays, to meet customer needs.
- Safety & Compliance: Adhere to safety standards and stay current with product knowledge and industry best practices.
Qualifications
- High School Diploma or GED required.
- Minimum of 2 years of direct customer contact experience, preferably in a service, construction, or technical capacity.
- Sales experience or familiarity with construction trades is a plus.
- Ability to read and interpret blueprints and technical drawings.
- Strong analytical and problem-solving skills with a focus on diagnosing and repairing technical issues.
- Product knowledge or experience with seating products preferred.
- Excellent verbal and written communication skills.
- Ability to build and maintain strong relationships with internal teams, customers, and field partners.
- Collaborative approach to teamwork, with the ability to influence and engage stakeholders effectively.
- Strong organizational and time-management skills with a results-oriented mindset.
- Proven ability to manage multiple tasks and deliver on project deadlines under pressure.
- Flexibility to travel extensively (up to 95% overnight travel) and work non-standard hours as needed.
Physical Demands and Work Environment:
While performing the duties of this job, the employee is regularly required to sit and talk or listen. The employee regularly is required to walk. The employee must be able to lift and move objects weighing up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus. Work may include exposure to construction environments, requiring adherence to safety protocols and PPE standards. Ability to travel extensively, including overnight stays, and work flexible hours as needed to support customer demands.
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and loud machinery. The noise level in the work environment is usually quiet.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
FLSA Status: Non-Exempt
Compensation: The hourly range for this full-time position is $23 - $27 per hour. Individual pay is determined based on several factors, including but not limited to: relevant work experience, job-related knowledge, skills, and complexity of the role. Irwin is happy to offer a full comprehensive benefits package, with insurance coverage starting on the first day of employment.
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Salary : $23 - $27
