Field Service Rep (II)

Job Description

The Field Service Representative provides mechanical, electrical, and supervisory services to assemble, install, repair, overhaul, and maintain Defense Maritime Solutions products in accordance with prescribed tolerances and according to established procedures. The position also provides the regional sales organization with recommendations and information regarding customer needs for repair parts, services, and upgrades. This Field Service Representative role may also provide commercial diving support. Commercial diving experience and certifications are a plus.

Key Responsibilities :

• Performs and supervises assembly, installation, repair, and maintenance of company products in the field and shop.
• Accomplish major field repairs, inspections, tests, and troubleshooting and assure performance in accordance with work standards.
• Utilizes technical information, repair specifications, and procedures to accomplish requirements.
• Apply problem-solving methods to identify root causes and diagnose repair and replacement needs.
• Resolve service complications to customer satisfaction within standards of specifications of equipment to assure safe and reliable operations of equipment.
• Prepare and submit complete service reports and QA documentation on each project. Document actions taken or needed and make recommendations to customers and internal management regarding improvement opportunities.
• Perform on-site investigation of warranty claims to assess the validity of claims.
• Provide technical leadership guidance and planning assistance to customers.
• Project a positive image of the company and products.
• Maintain personal skill levels and continually develop new skills to maintain proficiency with new and evolving products.
• Train company or customer personnel on applicable company products.
• Ability to travel and perform work on an unlimited / unrestricted basis worldwide.
• Maintain close relationships with ships engineers and port engineers.
• Solicit parts and service business and forward requests to sales personnel.
• Development Responsibilities :
• Recommend methods and instruct customer personnel in proper assembly service, installation, and repairs of company products.
• Recommend methods and techniques to company personnel for product improvements or repair and service improvements.
• Recommend strategies and methods to achieve sales and service goals.
• Ensure that documentation is complete and that information is completely communicated to Management, Sales, Operations, and Contract Management as required to assure that all requirements are fulfilled on time and within budget.
• Maintain computer skills to effectively communicate from remote locations with management, staff, and customers via email, word processing, spreadsheets, and databases.
• Resolve workplace conflicts as necessary. Adhere to workplace safety, security, and housekeeping standards.
• Interface with customers and suppliers on a daily basis and promote the positive image of the corporation.
• Submit appropriate business expense and travel information in accordance with established procedures and policies.

Professional Skills :

Education / Experience :

A.S. in Engineering or Marine Technical area, or 5 – 10 years prior experience in an engineering field.

American With Disabilities Specifications – General Requirements of Employment

Physical Demands : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand, walk, sit, use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance, stoop, kneel, crouch or crawl, talk or hear, taste or smell. The employee must occasionally lift and / or move up to 25 pounds. Specific vision abilities may be required by the job to include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment : Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be exposed to weather conditions. The noise level in the work environment is usually moderate.

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