Field Service Technician - Air Separation Equipment (Travel Required)

Overview

The Field Service Technician role focuses on managing an assigned portfolio of customers with emphasis on customer service excellence and proactive communication. This position combines technical sales with customer support to drive revenue, ensure customer satisfaction, and maintain long-term relationships. The ideal candidate has experience in technical sales, inside sales, or customer service within a manufacturing or industrial environment and is comfortable making outbound calls to obtain information, follow up on opportunities, and resolve issues.

Responsibilities

• Serve as the primary point of contact for assigned customers, ensuring timely and accurate responses to inquiries, quotes, and orders.
• Maintain strong relationships by understanding customer needs, providing technical support, and ensuring satisfaction throughout the sales cycle.
• Make proactive outbound calls to customers for order updates, follow-up, and opportunity development.
• Identify and pursue new sales opportunities through customer outreach, bid-board monitoring, and collaboration with the field sales team.
• Prepare cost proposals, technical quotes, and sales orders using ERP and CRM systems.
• Coordinate with purchasing, manufacturing, and shipping to ensure on-time delivery.
• Interpret technical drawings, diagrams, and specifications to recommend products or solutions.
• Provide remote troubleshooting assistance, identify replacement parts, and advise on service options.
• Manage warranty and return material authorization (RMA) processes.
• Handle customer inquiries, complaints, and feedback professionally via phone, email, and other communication channels.
• Ensure prompt follow-up and resolution for all customer requests.
• Maintain accurate records of customer interactions, orders, and issues for reporting and analysis.
• Act as a liaison between customers and internal departments (engineering, operations, finance) to ensure successful outcomes.
• Support marketing and product development by relaying customer feedback and market insights.
• Participate in trade shows, customer visits, and on-site meetings when required.

Qualifications

Education

Experience : Minimum 3+ years in technical sales, inside sales, or customer service within a manufacturing, industrial, or engineering environment. Proven track record of outbound customer communication and relationship building. Familiarity with government contracting and bid processes is a plus.

Other Skills

Language Skills : Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

Mathematical Skills : Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

Reasoning Ability : Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, numbers, or schedule form.

Computer Skills : Working knowledge of word processing, spreadsheet software (Word, Excel) CRM and ERP systems.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The applicant regularly sits, uses hands to finger, handle, or feel, and talks or hears. The employee is frequently required to walk and reach with hands and arms. The employee is occasionally required to stand. The employee must occasionally lift and / or move up to 10 pounds. Specific vision abilities required include close vision, color vision, depth perception, and ability to adjust focus. The work environment is usually quiet but can be noisy in production areas requiring PPE. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity

PCI is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. PCI is a Federal contractor. Employment may be contingent upon U.S. citizenship or valid green card holder status. This position requires use of information or access to hardware subject to ITAR. All applicants must be U.S. persons within the meaning of ITAR.

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