Technical Service Representative
Job description
At Georg Fischer our technical services team:
- Understand the importance of true quality customer service.
- Provide our customers with in-depth product and application knowledge.
- Help to differentiate us from the competition.
- Assist customers with technical inquiries and service issues.
- Performs services at customer job sites as assigned. Field Services include start up commissioning, preventive maintenance, calibrations, repair services, basic operational training for customers, and similar field tasks.
Duties & Responsibilities:
1. Good Attendance.
2. Works effectively with company personnel, customers and others by sharing ideas in a constructive and positive manner; listening to and objectively considering ideas and suggestions from others; keeping commitments; keeping others informed of work progress, time tables and issues; addressing problems and issues constructively to find mutually acceptable and practical business solutions; addressing others by name, title or other respectful identifier, and; respecting the diversity of our work force in actions, works and deeds.
3. Capture contact information (phone log, etc.) in CRM system.
4. Perform minor equipment repairs
5. Monitor and respond to Tech Service web-site e-mails
6. Write technical articles and application notes for publication
7. Education and training of Company and Distributor personnel
8. Assist in the development and maintenance of Tech Notebooks & Trouble shooting guides
9. Receive incoming calls from customers, distributors and field personnel. Provide technical sales assistance as requested by the callers. Types of calls include, but are not limited to:
· troubleshooting
· specification requests
· application evaluations
· requests for technical product information or literature
· calibration assistance
· hot order requests for field service & product support
· list price and availability information
· product selection assistance
10. Return all customer and distributor calls within 2 hours and follow-up with customer requests, promptly. Constantly strive to decrease the response time.
11. Document and track product issues from the field that need resolution from product marketing managers through the use of the corrective action request
12. Track commitments provided to a customer and advice customer if there is a delay meeting the commitment
13. Inform product marketing managers of literature that requires corrections
14. Assist in the development of assembly and calibration procedures for products
15. Perform preliminary failure analysis on defective products and document with product marketing managers
16. Organize and maintain training materials required for distributor and in-house training sessions
17. Communicate pertinent business issues to field personnel
18. Assist with additional workload when associates are out of the office including briefing associates about daily business and/or commitments when associate returns.
19. Performs basic start up services, preventive maintenance, and basic general services on Company’s product offerings, including calibration and training.
20. Complete required field documentation and reports and electronically transmit appropriate completed reports (i.e., job related field service report, expense report, etc.) in a timely fashion as dictated by Company policy and departmental procedures
21. Domestic and International travel as required.
22. Committed to the protection of the environment and the health and safety of our employees,
customers and neighbors. Responsible for maintaining and continuously improving our Environmental Management System (EMS).
Desired Requirements:
· Graduate of an electronics technical school or two-year Associate’s Degree in electronic technology or military equivalent, preferred
· Minimum of two years of repair, troubleshooting, or field service experience industrial instrumentation, valves and piping systems, a plus
· Ability to read schematics, and blueprints, a plus.
· SAP experience a plus
· Proficient personal computer skills; familiar with Microsoft Office a plus.
· Passing a company post-employment physical as well as controlled substance testing and background and security checks, as required.
Knowledge, Skills, Training & Abilities:
· Performs all operations according to prescribed safety principles.
· Ability to work with and preserve confidential information.
· Acts as Company representative at other company locations, or at other companies.
· Follows the procedures as presented in the Employee Handbook, Etiquette Brochure, department procedures, captures contact information, and follows verbal, written or diagram instructions as provided by supervisors and managers.
· Presents a professional appearance as well as presents a professional attitude with customers, distributors, vendors and other company personnel.
· Ability to drive with valid drivers license for valid Company reasons. Occasionally.
· Presents professional communication skills – verbal, written, e-mails.
· Working knowledge of test equipment, i.e., multi-meters, oscilloscope, decade boxes, power supplies, soldering irons, frequency generators and counters.
Physical Requirements:
· Ability to discern various colors (wires, electronic components, etc.).
· Ability to perform typical field activities including but not limited to:
· Ability to lift up to 50 pounds. Occasionally.
· Climbing ladders.
· Using catwalks.
· Bending.
· Reaching.
· Carrying equipment, tools, demo boxes, etc.
· Accessing small spaces.
· Standing
· Must be able to talk and hear
· Sitting more than 2/3 of the time
· Reaching with hands and arms
· Use hands to finger, handle, or feel over 2/3 of the time
Job Type: Full-time
Pay: $45,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
- Referral program
Experience level:
- 2 years
Shift:
- 8 hour shift
Weekly day range:
- Monday to Friday
Work setting:
- In-person
- Office
Ability to commute/relocate:
- Irvine, CA: Reliably commute or planning to relocate before starting work (Required)
Work Location: In person
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