We currently need a Field Tech Support Specialist supporting our client. This position will be responsible for providing onsite technical services in support of Mission Critical Cooling Systems. Executes the delivery of installation, startup, commissioning support, remedial and preventative maintenance (PM) services.  

HIERARCHY: 

The candidate will report to the Global Operations Manager with New Era and take direction from onsite partner leadership.  

PRIMARY DUTIES:  

• Participates in system deployment project for established service area, by delivering installation, startup and/or commissioning support services. 

• Provides onsite support by assisting in fault isolation of electro-mechanical systems. 

• Identifies necessary parts to resolve customer equipment failures. 

• Responds onsite to dispatches, within required timeframe as specified in customer service level agreements (SLAs), for scheduled and unscheduled services requests. 

• Serves the department by participating in the development of service bulletins, procedures, process improvements and other collateral duties as required. 

• Maintains accurate customer service records and reports within the Case Management System/CRM. 

• Contributes to the creation of Knowledge Articles and other technical-related documentation. 

• Serves as a resource to sales personnel for assigned service area. 

• Recommends improvements to manuals, operational processes and procedures as needed. 

• Contributes to training course content development and provides training to customers and other field service personnel, as required. 

• Maintains knowledge of new products. 

• Other duties as assigned. 

COMPENTENCY: 

• Positive attitude and collaborative approach in working within a team environment. 

• Leadership experience 

• Strong customer service skills 

• Strong oral and written communications 

• Ability to learn and adapt quickly to changes. 

• Critical thinking and analytical capabilities in troubleshooting and problem solving. 

• Planning, organizing and prioritizing skills. 

• Attention to detail. 

• Ability to be flexible and handle stressful situations at times. 

REQUIRED EDUCATION: 

• Associate degree from two-year college/technical school with a certificate in an IT Hardware-related discipline preferred, or an equivalent combination of education and experience to successfully execute the role. 

EXPERIENCE: 

• Minimum of 3 years of experience in field service or a similar technical support-related position. 

• Prior experience with electro-mechanical equipment, servos, sensors and actuators. 

LANGUAGE SKILLS: 

• English proficiency  

QUALIFICATIONS: 

• Experience reading Electrical Schematics. 

• Experience working with 200 – 440-volt equipment (High Voltage) 

• Hands on hardware troubleshooting and repair experience (Hands on may be folks who have worked on other products that require parts swapping etc. VS just monitoring systems from a keyboard) 

• Ability to successfully apply technical knowledge to identify root causes. 

• Ability to demonstrate excellent customer service and communication skills. 

• Ability to read basic product drawings, electrical schematics, and technical specifications. 

• Requires the ability to manage priorities effectively. 

• Ability to travel with little notice may be required. 

• Troubleshooting skills and sound technical judgment. 

• Ability to work both onsite independently and as part of a team. 

• Availability to work extended hours, if applicable, including participation in a 24/7 on-call rotation. 

• Ability to pass customer-specific background check processes, if applicable. 

PHYSICAL DEMANDS:   

• Prolonged periods of working at Customer facilities standing, lifting, bending, kneeling, etc. 

• Must be able to lift to 50 pounds at times. 

• Travel may be required up to approximately 20% of the time. 

• Willing to travel when needed. 

WORK ENVIRONMENT: 

The candidate will work onsite under the direction of the partner leadership team. 

EXPECTED HOURS OF WORK: 

8-hour shifts directed by partner leadership.  Typically, 8-5 with 1-hour unpaid lunch or 8:30-4:30 with half hour paid lunch. 

TRAVEL: As needed  

QUALIFICATIONS:   To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. 

EEO/AA Statement 

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status.  

In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.