Field Service Technician at Vitruvian Consulting, Inc.

Our client has been in business for more than 50 years providing state-of-the-art processing equipment for their partners in the food industry. They specialize in providing total line solutions—from consultation through system design, manufacturing, and integration. Their cutting-edge technology focuses on turnkey systems for high-capacity further processing lines. Currently, they have a great opportunity for a Field Service Technician to join their Team!

The primary function of a Field Service Technician is to provide outstanding service and support to all customers whether it is trouble shooting over the phone or on-site service. The goal is to resolve all customer opportunities and issues as quickly as possible while maintaining a professional and courteous attitude. In-house service on equipment, electrical, assembly, jobs, repairs, etc… is the primary focus when not assisting customers.

Key responsibilities and accountabilities

• Act as the lead and first line of communication on all service-related phone calls; treating all customers with respect and courtesy while resolving their issue.
• Provide professional assistance, support, and service when on-site at a customer’s facility, remembering that each customer is valuable to our business.
• Recommend parts and other services to customers while on-site at their facility, leaving the customer with a feeling that our client can fulfill all their needs.
• Never leave a job unfinished, whether it is in-house or on-site at a customer facility.
  • All jobs should be completed, and the customer should be fully satisfied before a job is considered complete.
  • In extreme circumstances when this is not achievable, please contact your manager before leaving an incomplete job or service.
• Forward any potential sales lead to Sales team, including appropriate contact information and potential sales opportunities.
• Maintain accurate documentation of all services, including detailed trip reports, services provided, accurate time allocation, customer information, and any follow-up required with the customer. and any follow-up required with the customer.
• Follow up with customers on services performed at their facility to ensure that they are nothing less than 100% satisfied and all their issues have been fully resolved.
  • This follow-up should occur within a couple days from the service visit and documented on the job.
• Accurately complete all M1 paperwork for services provided both on-site and jobs performed in-house.
  • Ensure that service-related jobs are completed correctly and ready to invoice.
  • This includes production completing the job, confirming the correct price back to the customer, shipping the job at of M1 and ensuring that all paperwork is attached (signed confirmations, trip reports, job, picking slip, packing slip, et al.).
• Complete all in-house jobs properly and in a timely fashion.
  • This includes jobs for inventory, jobs for order, customer repairs, or other tasks assigned by management.
• Check with inventory during idle time to see if there are assemblies, jobs, or repairs that need attention.
• All other service-related tasks as may be requested by management.

Requirements:

• Excellent communication skills.
• Ability to interact with clients on-site diplomatically and courteously as well as via any form of remote communication.
• Able to manage time, prioritize work, and achieve cost effective results.
• Available and comfortable with a significant amount of travel to be on-site addressing client needs.
• Associate’s degree preferred or an equivalent combination of academic and hands-on experience.

Benefits:

• 401k matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance