What are the responsibilities and job description for the Field Service Technician position at SMARTCOVER SYSTEMS?

Job Description

Summary :

Responsible for monitoring, maintaining, accurately troubleshooting, and repairing SmartCover™ Systems for all customer’s installed bases within a predetermined territory. Provides Customer Relationship Management to create and maintain a strong customer loyalty and continuously improve customer satisfaction. Builds trust and maintains open communication with customer(s) in assigned area. Works independently in assigned territory while following company policy and culture protocols. Adapts to rapidly changing priorities and consistently works within a balance between maximum efficiency without sacrificing quality of work.

Essential Functions :

Analysis, Troubleshooting / repair and field work to support all SmartCover™ Systems in designated region within a predetermined time frame.
Provide documentation for all service performed with demonstrated accuracy and thoroughness.
Customer training of all SmartCover™ Systems products.
General customer service including field service, telephone and email support.
Scheduling jobs in response to customer requirements.
Day to day Self-management, including time, efficiency, and multitasking.
Build strong team relationships with customers, co-workers, and sales channel.
Maintain all company assets, vehicle, generators, tools, etc.
Inventory management.
Work in compliance with all health and safety and environmental legislation including, but not limited to, the Occupational Health and Safety Act and Regulations and SmartCover Policies, Procedures and Code of Conduct.
Deliver customer insight as to direction, growth & satisfaction.
Attend to Alerts within specified amount of time (personal and contractual).
Per territory – Meet system availability metrics
Accuracy of install / service with specification of minimizing secondary site visits.
Support sales staff and install # / % of systems installed within specified time from ship date.
Possesses a high level of technical aptitude.
Ability to apply experience and reasoning skills to find viable solutions.
Proficiency in MS Word and Excel or Google equivalent.
Proficiency in conversational Spanish preferred. (Location dependent)
Proficient physical dexterity and comprehension of manual tasks.
Proactive problem solving, solution driven not passive acceptance.
Experience with general safety procedures and requirements, including basic traffic control techniques and proficiency with basic hand tools including power drills, grinders, caulking gun, etc.
Ability to analyze data, apply intuition and experience to complement data, and ultimately present sound logical conclusions.
Demonstrates professionalism and good judgment in a rapidly changing, intense, and fast paced team environment.
Multi-task and coordinate multiple and often conflicting priorities.
Maintains an outgoing, positive, friendly, and customer-focused attitude.
Professional written and verbal communication skills to ensure understanding of message.
Effective listening and inquiry skills to ensure understanding of incoming communication.

Skills Required :

Possesses a high level of technical aptitude.

Ability to apply experience and reasoning skills to find viable solutions.

Proficiency in MS Word and Excel or Google equivalent.

Proficiency in conversational Spanish preferred. (Location dependent)

Proficient physical dexterity and comprehension of manual tasks.

Proactive problem solving, solution driven not passive acceptance.

Experience with general safety procedures and requirements, including basic traffic control techniques and proficiency with basic hand tools including power drills, grinders, caulking gun, etc.

Ability to analyze data, apply intuition and experience to complement data, and ultimately present sound logical conclusions.

Demonstrates professionalism and good judgment in a rapidly changing, intense, and fast paced team environment.

Multi-task and coordinate multiple and often conflicting priorities.

Maintains an outgoing, positive, friendly, and customer-focused attitude.

Professional written and verbal communication skills to ensure understanding of message.

Effective listening and inquiry skills to ensure understanding of incoming communication.

Education / Experience :

High School Diploma plus 2-3 years in a technical support role or equivalent experience.

Must have valid driver’s license.

Experience self-managing day to day duties.

Field Service or Technical Support experience preferred.

Electro-Mechanical and / or Water / Wastewater / Municipal background preferred.

Physical Demands :

Body Positions : Includes standing, sitting walking, lifting (up to 60 lbs), talking, hearing and handling.

Work may be indoors in a temperature-controlled environment and outdoors in a non-controlled environment.

Typical noise level is low to moderate.

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