Field Service Technician

Location: Allentown, PA
Date Posted: 06-27-2017
Field Service Technicians analyze and correct mechanical issues on equipment within assigned customer accounts. Field Service Technicians work remote and are responsible for traveling to customer locations to performing preventive maintenance, install modifications, overhauls and maintenance repair on equipment as a matter of routine. This position requires non-traditional business hours (nights, weekends and some holidays) and heavy travel (up to 90%).
  • Provide continuity of customer operations and high levels of customer satisfaction; Manage customer incidents as assigned; Build working relationships with customers and develop informal communication channels with customer account at the local level
  • Understand and perform the various customer Service Level Agreement (SLA) requirements and elevate or escalate issues when appropriate, and/or according to established procedures
  • Represent customer in a manner that reflects positively on the image and reputation of the company
  • Analyze and correct all technical issues on equipment within assigned customer accounts; Perform periodic preventive maintenance routines on products and installs modifications to equipment; Perform overhauls and maintenance repair as a matter of routine
  • Respond to customer calls, which include problem identification, escalation and resolution; Responsible to keep customer informed during the problem resolution process; Perform service verification and customer satisfaction surveys relating to the situation
  • Responsible for accurate and prompt reporting of calls and activity, as well as other reporting as required; Responsible for tracking and reporting all expenses incurred in the delivery of services, including telephone, private automobile, airfare, and/or public transportation
  • Responsible for capturing detailed customer asset information and other data required to complete any invoicing or billing activities
  • Performs all machine services including PM’s and all service calls required to keep the customer operational
  • May be dispatched on a call-by-call basis; Conducts work at customer site(s), local customer offices, or in a virtual environment
  • Maintains excellent communications with customers, internal departments etc. to ensure positive relations, satisfaction and follow-up.
  • Establish procedure for maintenance of tools, test equipment and calibration.
  • Manage repair parts cycle times
  • Prepares customer service logs and internal service records
  • Participate as a core team member on projects
  • Render technical advice and assistance
  • Develop and assists with the action plans and follow-thru for any issue escalation needed
  • Maintains mobile parts inventory necessary to support the equipment and systems in the region.
  • Resolves customer issues via the phone when possible.
  • Follows all service guidelines and records service activity in the ERP system.
  • Completes safety training, complies with the safety program, and supports ISO requirements.
  • Attends informational conference calls and participates in technical review sessions
  • Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies
  • Communicates with other Company and Client personnel on-site and at other locations. Represents the Company in dealing with the public, SCAI customers, vendors, contractors, regulators and other non-Company personnel.
  • Creates a safety-first culture, consistent with company safety initiatives and policies.
  • Prepares reports as necessary and in a timely manner; Performs administrative activities associated with customer operations.
  • Possesses a passion and skill in creating value for customers and champions this internally within Field Services and the overall company.
  • Minimum of five (5) years hands-on experience testing, repairing and maintaining refrigeration, cryogenic or vacuum equipment is required.
  • Previous experience maintaining and/or operating GE, Phillips, Siemens or MRI equipment highly preferred.
  • Must be proficient in the use of mechanical tools and service test equipment; a strong mechanical and electrical aptitude is required.
  • Strong customer service and communication skills.
  • Ability to work different shifts as business needs dictate and the willingness to participate in an on-call rotation.
  • Willing and able to travel up to 90% of the time and provide service at customer sites.

What You Can Expect When You Apply

When your application is received, we will review it to see if you would be a potential fit for this role or other similar openings we may have available. If that’s the case, you will hear from us shortly. If not, your resume will be in our database and we will reach out when appropriate opportunities become available.
About Pinnacle
Pinnacle Recruiting & Staffing LLC is headquartered in Albany NY and provides talent to technology organizations across the United States. Founded by experienced recruiters who have worked for the largest staffing firms in the world, we leverage that experience to provide the highest level of service to our clients and candidates, while still retaining the flexibility and personal touch of a smaller firm.
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