Previous Job
Previous
Field Service/Engineering Support Technician
Ref No.: 18-34659
Location: East Greenbush, New York
Position Type:Direct Placement
Pay Rate : $ 50,000.00 - 65,000.00 /Hour
Skill Type
Skill Type:Engineering
Are you a road warrior looking to cut back on travel? Do you love travel but prefer to also spend a good portion of time in the office?

Nesco Resource is seeking candidates for a Field Service/Engineering Support Technician for our busy manufacturing client! This is a direct hire position.

The Field Service/Engineering Support Technician will rotate between 2 weeks on the road assisting customers with installation, troubleshooting, service and repairs and 2 weeks in the office providing phone-based technical support and performing repairs on in house instruments.

Responsibilities:

• Provide world class customer support for on-site installation, validation and commissioning of all instruments
• Diagnose, troubleshoot, and resolve/repair customer issues
• Provide on-site training to customers
• Listen and respond promptly to customer concerns
• Timely and professionally handle field service calls and issues arising from the field service visits
• Build strong relationships with customers in the region to ensure the highest level of satisfaction
• Communicate with technical support and applications engineers to resolve customer issues and scheduling customer site visits
• Submit prompt, accurate service reports that affect billing, inventory, instrument history, and instrument failure.
• Identify service and instrumentation opportunities and escalates that information to the appropriate sales channel.
• Maintain accurate records and efficient usage of replacement parts inventory.
• Communicate directly with customers, sales reps, and distributors via telephone, electronically or face-to-face
• Manage multiple customer cases simultaneously and provide regular progress updates to customers with open support issues
• Provide pricing and delivery information
• Take and set up replacement part and consumable orders
• Set up return shipments for customers
• Provide RMA's for customer returns
• Schedule preventative maintenance visits
• Update and utilize salesforce.com and ERP systems
• Create troubleshooting documentation

Qualifications:

• Excellent communication/customer service skills
• Highly-level of self-motivation
• Constant willingness to go above and beyond in supporting customers
• Highly mechanically inclined and able to develop creative solutions
• Ability to think analytically and solve complex customer problems
• Sense of urgency
• Strong interpersonal skills.
• Mechanically inclined
• 1-5 years of hands on experience in instrument repair or support
• Science or Engineering Degree preferred or combination of education and experience
• >50% overnight travel required for the position