Field Technician II- (Buffalo, NY)

Job Description

As a level two Field Service Technician, this individual must be team oriented and flexible, and actively seek to share information and assist their peers.

Possesses excellent communication skills, both oral and written. Demonstrates strong electronic repair troubleshooting methodology and maintains at least an intermediate technical level of product knowledge.

Ability to read and follow electrical and mechanical schematics to assist in isolating fault to root cause component assemblies.

Cross trains on products serviced in the field, and displays intermediate proficiency in servicing the Trace, X-Ray, CT X-Ray and Cargo Inspection Systems product lines.

Eagerness to work on special projects, some of high visibility, and / or in direct support of applicable project lead, as assigned.

Looks for common-mode problem occurrences and seeks to resolve, both independently and with the aid of others. Has a working knowledge of business PC applications (MS Word, Excel & Power Point) and able to effectively use them to provide clear, concise information summaries as needed.

PLC programming knowledge is needed to determine functionality operations of the system. Using data-driven analysis, identify field serviceability and reliability improvements (process, parts, and components) necessary to improve network hardware and software for reliability and customer confidence.

Work collaboratively with the Technology team to test new hardware, software, and network configurations prior to field-release.

Duties & Responsibilities

Troubleshoots, services, installs (deploys) and repairs Trace, X-Ray, CT X-ray and Cargo Inspection equipment at customer sites.

Maintains field service log and filing system to properly initiate, organize and maintain all field service and job files until work is completed.

When not on travel or on an assigned shift, individual will provide assistance to the Technical Support staff. Demonstrates initiative and dedication through positive use of downtime and an overall willingness and eagerness to consistently exceed customer and company requirements.

Conducts follow up calls with the customer to ensure satisfaction of work. Mentors lower level FSTs in order to improve their skill and knowledge of the equipment

• Responsible for meeting daily service repair needs and driving customer satisfaction
• Foster positive customer relations and a high degree of customer satisfaction by communicating effectively with customers.
• Installs, repairs and maintains equipment in the field; provides customer training as required.
• Must be able to respond to emergency and non-scheduled calls for service within established response time goals.
• Completes all scheduled maintenance within required deadlines. Documents all inspections, maintenance, repair work and submits paperwork in a timely basis
• Order, install, and return parts and manages repair parts cycle time
• Maintains an accurate inventory of parts and tools.
• Maintains currency on all technical certifications.
• Reviews all logs for open issues and prepares formal reports to customers as necessary.
• Participates in Service Sales opportunities and assists with promoting and implementing revenue programs.
• Looks to senior level FSTs for knowledge growth and support when needed.
• Ensures that tools and test equipment are properly maintained and calibrated
• Assesses product / equipment performance based on field support data; recommends modifications or improvements.
• Seeks to provide technical support to customers and other service professionals as required.
• May participate in site surveys, pilot program service activities, attend meetings, champion special projects and prepare exclusive reports.
• Possesses a solid level of technical knowledge on the company’s Trace and X-Ray technologies.
• Maintains clear and concise business communication proficiency, both oral and written
• Establishes and maintains a close relationship with senior level FST’s and Project Managers in order to support the needs of the customer and remain aware of current technical trends.
• Exercises every available measure to control and minimize costs while maximizing revenue
• Must submit expenses, time sheets and other administrative tasks within the specified timelines.
• Travel, overtime and work hours other than Monday-Friday may be required.
• Comply with and ensure department compliance with Company health, safety and environmental policies.
• Comply with all applicable U.S. export control and security regulations.
• Identify process gaps, lead improvement plans, and drive implementation.
• Participate in technical meetings and project and product reviews as a Subject Matter Expert.
• Other duties as required.

Diversity & Inclusion

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics.

We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

The Individual

Education / Training :

Associate’s Degree or Related Trade Certification (electrical, electronic, mechanical) or Military Training (electrical, mechanical, electronics).

Equivalence achieved through comparative work and life experience is acceptable (>

3 years work experience in a related electrical or mechanical field service role). Computer literacy; competency in use of all programs within MS Office Suite and aptitude for learning specialized software programs.

Experience :

Minimum of 5 years experience directly involved in troubleshooting and field repair of electrical and electronic systems and equipment.

Advanced computer network experience with a strong focus on the security and preservation of customer data. Comprehensive understanding of network switches, configurations and database management.

Experience managing multiple short- and long-term projects simultaneously.

Knowledge / Skills :

Individuals shall possess excellent communications skills and have a strong orientation for customer focus and teamwork.

Must be responsive to all customer issues at all times. Must be willing & able to travel at short notice.

Supervises :

While supervision is not considered a primary responsibility of this position, there may be instances where supervision of others on a project basis may be required.

Ability to mentor, coach, and train existing staff.

Background :

This position requires Sensitive Security Information (SSI) access and vetting via the TSA. Applicant must successfully pass a federal background investigation.

PHYSICAL / MENTAL REQUIREMENTS :

• Possess excellent organizational, communication, interpersonal skills with the ability to multi task several projects at once.
• Excellent customer service skills and the ability to handle stressful situations.
• Self-motivated, reliable, and accountable individual
• Possess excellent telephone skills
• Must be able to lift / carry 80 lbs.
• Must be able to push / pull 200 lbs.
• Must be able to move / manipulate equipment weighing up to 1000 lbs. with the assistance of carts, hoists, davit cranes, pallet jacks or other devices as defined in the manuals and Technical Advisory documentation.
• Job requires frequent bending, stooping, twisting, turning, and working in unusual positions requiring full body mobility.
• Must be able to work safely and follow safety precautions in extreme environments (temperature, humidity, noise, confined spaces, etc.

around dangerous industrial equipment.

WORK ENVIRONMENT :

Work environment is typically considered to be off-site, wherever the customer of concern is located. Service will typically be rendered at airports, correctional facilities, courthouses, cruise ships or other commercial and federal locations as required.