Field Service Technician

Job Description

Job Description

P o si tion Summary / Objective

Technical Support Specialists are responsible for creating an exceptional experience for our customers by providing prompt and professional technical assistance and solutions. Technical Support Specialists provide our customers technical support remotely from the Help Desk Call Center, and onsite field services that include equipment installation, presales activities, training, break / fix repair and routine maintenance. Daily and overnight travel will be required and can include crossing country borders.

Duties and Responsibilities Tier 1

• Respond to customer support requests via phone and email within defined Service Level Agreements (SLA’s)
• Troubleshoot and repair technical problems with the user’s equipment via telephone, email, remote diagnostic tools, and onsite customer visits
• Perform Depot Repair on customer returned assets and perform maintenance on demo and loaner equipment to keep them in good working condition
• Provide remote and onsite customer installations and training
• Provide technical assistance to the Sales Organization by providing technical support at trade shows and participating in Presales activities to ensure the AstroNova solution meets the customer’s expectations
• Create and maintain support Cases in NetSuite ERP as per defined Standard Operating Procedures (SOP’s)
• Coordinate shipment of replacement / repair and loaner units
• Manage assigned service parts inventory and perform required transactions in ERP as per SOP’s
• Follow up with on all open Customer Cases and issues to ensure timely and satisfactory resolution
• Escalate critical customer technical Cases that need next level of Tier involvement as per SOP’s
• Complete assigned customer related projects
• Continue self-driven internal education regarding the company’s product line
• Achieve both personal and team goals to meet department and company performance targets

Duties and Responsibilities Tier 2

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Functional Requirements and Behaviors

Required Education and Experience

Physical Requirements

Spe ci a l Working Conditions / Travel Requirements

This position can require heavy travel typically occurring Monday through Friday with occasional weekend and holiday work. Field-based Technical Support Specialists (not residing at Headquarters) are responsible for traveling to customer sites and at times to Headquarters in Rhode Island. Technical Support Specialists based out of Headquarters are also expected to travel to customer sites at times.

Valid passport and driver’s license with clean driving record required.