Field Service Technician - Concrete Products

Field Service Technician - Concrete Products

Position at Columbia Machine, Inc.

Responsibilities

• Provides comprehensive assistance in person or via phone or email
• Supports customers with timely response to service requests that includes frequent travel up to 75%
• Educates, trains, and troubleshoots problems both on-site and remotely
• Maintains a professional demeanor with customers and establishes a rapport to maintain overall customer satisfaction
• Supervises local electricians, assemblers, and welding personnel during installation
• Ensures that all aspects of the equipment are functioning properly and safely
• Tests local inputs and outputs once the electrical installation is complete
• Tests all devices after installation and assures all control interlocks and alarms are functioning
• Educates and trains customers on equipment and safety features to ensure continued proper functioning of the equipment
• Completes the service trip in a safe and efficient manner within the allotted time frame
• Exhibits continual awareness of quality standards and estimated cost parameters
• Increases customer interest in plant upgrades and future modifications
• Prescribes recommended parts and provides recommendations on maintenance issues
• Provides technical support to sales representatives and records key information to aid the sales team in quoting
• Completes job and expense reports within established time guidelines
• Documents and communicates information regarding the status of projects, all on-site changes, and provides input and feedback in the development of service manuals
• Documents safety issues that are observed
• Records historical solutions and diagnostic experience via the solutions database
• Utilizes CRM system to build a customer knowledge database
• Utilizes CRM system to track relevant service trip reports, assign tasks, and update Service Trip Status
• Understands and documents internal and external customer needs and expectations
• Develops resources and critical service metrics to ensure these needs are brought met
• Communicates to appropriate team(s) when an expectation will not be met
• Documents processes and procedures, eliminates non-value added activities, and participates in cross functional CI teams
• Participates in applicable SOP and SWI training as well as knowledge base

Qualifications

Physical Demands

Work Environment

Required Personal Protective Equipment

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