Job Title:  Senior Field Service Technician

Department: Service

Summary

Under direct supervision of the Service Manager, performs new equipment installations, preventive maintenance, troubleshooting, and emergency repair of equipment at the customer site. Facilitates timely resolutions to customer issues and/or questions while maintaining a positive client relationship.

Essential Functions

The duties listed below are the specific duties and tasks that someone in this position must accomplish. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the level and/or class of this position.

• Supports the sales staff in servicing equipment
• Installs new equipment at customer sites
• Performs preventive maintenance, troubleshooting, emergency repairs, and service of equipment for customers at the customer site
• Carefully and accurately documents all service performed on the equipment as well as what service needs are to be accomplished on the equipment in the future
• Maintains excellent customer service and customer satisfaction
• Demonstrate applicable software capabilities to the customer
• Prepares timesheets, service reports and installation forms, timely and accurately
• Accurately track expenses and completes expense reports in a timely manner
• Maintain a safe work environment and operate within OSHA/MIOSHA guidelines
• Communicate with other departments as necessary
• Ability to work overtime as required by workload and customer necessity
• Other duties as assigned by management

Qualifications

• High School Diploma required, Associate Degree in a technical discipline is preferred or comparable military experience

• 2 – 4 years of experience in a similar technical position
• At least one year of experience in a customer service role
• Ability to travel 90% as assigned by management
• Accepts candidates with Trumpf laser machine experience, Amada Laser, Mazak laser and other similar laser machinery experience

Licensing/Certifications

Valid Driver’s License with no more than two (2) points on a driving record within a three (3) year period

Knowledge, Skills, and other Abilities

• Proficient in Microsoft Office (Word, Excel, Outlook)
• Able to effectively use the Internet
• Ability to understand and use I/O structure for technical trouble shooting purposes
• Ability to effectively utilize electric/electronic test/measurement equipment
• Must be able to effectively understand, analyze, and resolve technical mechanical or electrical issues based on measured data results
• Proficient in reading and comprehending technical information as presented in equipment manuals or in electronic media
• Ability to accurately document technical data in terms of the steps taken to resolve equipment and product issues
• Ability to communicate technical issues as well as the steps taken to resolve those issues with the BLM corporate office
• Proven customer service skills with a primary focus on customer relationships
• Highly organized
• Excellent verbal and written communication skills
• Must be able to work effectively with minimal supervision
• Resourceful; able to discern who to call for assistance based on the technical situation at hand
• Must have excellent time management skills
• Effective team player who can work with all levels of team members as well as with all different types and levels of customers
• Fluent in Italian preferred, but not necessary

Equipment, Machinery, Tools, and Vehicles Used

General office equipment, including computers, printers, fax machines and telephones.