Field Service Technician
: Job Details :

Job title: Field Service Technician Job description: Field Service Technician JOB TITLE: Field Services Technician DIVISION: Scheidt & Bachmann Fare Collection Systems, North America The Field Services Technician is responsible for ensuring day-to-day service needs are met for assigned customers and geographic territories. Independently manages all aspects of on-site installations, upgrades, remedial activities and preventative maintenance for Fare Collection devices and systems based on documented processes and procedures. Has responsibility for developing and maintaining a high level of customer satisfaction throughout the service delivery process. I. Essential Job Functions INSTALLATION OF S&B FARE COLLECTION SYSTEMS, including system hardware, electrical connections and sub-assemblies (parts). Key responsibilities include: •Setting up equipment and components •Performing site inspections of installations •Providing commissioning support both pre-installation and post-installation •Supervising, participiating in and reporting on tests performed in the field •Providing warranty and post-warranty support PERFORM QUALITY CHECKS AND FULL FUNCTIONALITY TESTS on all systems, including: •Supervising and/or performing all tests required by contract •Scheduling and/or performing preventative maintenance work •Providing documentation and logs of all preventative work REPAIR, TROUBLESHOOT, MODIFY AND TEST S&B Fare Collection equipment, including: •Repairing subassemblies at a workbench •Scheduling maintenance work •Tracking defective parts, shipments and repairs •Performing upgrades on equipment •Preparing repair reports •Providing extensive quality support during all phases of device testing PROVIDE COACHING AND SUPPORT for customer personnel. This includes introducing the customer to S&B offerings which can improve efficiencies and operations, supporting staff on both the use and functions of all Scheidt & Bachmann Fare Collection equipment, and demonstrating recommended maintenance procedures using hands-on methodology. PROVIDES ON-CALL SUPPORT AS REQUIRED, including covering scheduled on-call rotations; providing on-site emergency service with short notice; and responding to customer trouble calls, close incident reports and follow-up. MAINTAINS ACCURATE, ETHICAL REPORTING of appropriate business documents, including but not limited to: •Updating service delivery systems as required •Service activity follow-up •Activity-based time reporting •Timely completion of installation and related reports •Managing email communications •Timely and accurate submission of expense reports CONTRIBUTES TO TEAM EFFORT by welcoming new and different work requirements; exploring new opportunities to add value to the organization; helping others accomplish related job results as and where needed, and providing the S&B management & sales teams with information to approach new opportunities. TAKES THE INITIATIVE TO STAY CURRENT on all products, technology and service advancements in order to perform job responsibilities at the highest level. MAINTAINS SAFE AND PROFESSIONAL WORK ENVIRONMENT by following S&B policies (E.g. vehicle use, travel, expense and PTO policies) and legal regulations while always maintaining the highest ethical standards. II. Job Required Knowledge, Licenses, Skills and Abilities •Customer Centric Attitude - Conducts daily business with a strong sense of customer understanding and sensitivity to ensure the needs of the customer are met and accurately represented to other S&B functions. •Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; Gives and welcomes feedback; contributes to building positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives. •Commitment - Ability to perform requirements promptly and diligently, and devote the time necessary to complete performance as a primary job function and without any conflict of a non-S&B position. •Effective Communication - Has strong written, verbal and interpersonal communication skills. •Customer Satisfaction - Manages difficult or emotional customer situations; where possible, proactively anticipates customer requirements; responds promptly to customer needs; solicits customer feedback to improve project delivery; Responds to requests for information and assistance; meets commitments. •Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; communicates effectively in group problem solving situations; uses business logic to resolve conflict, even when dealing with emotional topics. •Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events; has the ability to withstand environmental conditions, frequently outside or under minimal shelter •Initiative - Volunteers readily; Undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed, and seeks out new opportunities to grow business with the customer. •Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions •Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; agrees to and is flexible to putting in the necessary hours to perform their duties and to reach goals; completes tasks on time or notifies appropriate person with an alternate plan. •Travel - This position requires travel to customer and non-customer sites within the assigned local territory, as well as 20% or more of their time to travel in support of projects outside their assigned territory. Must always maintain a valid driver's license per the S&B policy 602.02. III. Required Education and Experience: •HS Diploma or equivalent •2-4 Years or more relevant experience in the installation, maintenance and repair of electro-mechanical equipment •Has the ability to stand, squat and bend for prolonged period of time •Proficient in handling small parts and tools IV. Working Relationships Reports To: Regional Service Manager Indirect To: Sr. Director of Customer Services, Account Managers and Project Managers as Required