A Senior Field Service Technician (SrFST) is responsible for installation, commissioning, scheduled and emergency service on products serviced by Fairbanks Morse Defense commensurate with appropriate certification. Products may include, but are not limited to, diesel engines, electrical controls, roll-up doors, cranes, elevators and davits. The SrFST is required to establish, promote and maintain excellent rapport with all customers, co-workers, sales representatives and others as appropriate. The SrFST is also required to maintain continuous communication with Region Offices, and direct manager.
Principle Duties and Responsibilities
ROLE
Relies on extensive experience and judgment to plan and accomplish goals
Ability to diagnose, troubleshoot and repair qualified products
Requires no direct supervision for daily operations based upon training
Leads and directs the work of other associates in the region
Meets qualifications for project overhauls
Capable of leading complete engine overhauls on qualified engines
May occasionally be assigned to shop duties such as general machining, part inspections, assembly, testing, and warehouse.
TECHNICAL
Provide On-the-Job training as required
Conduct Customer Equipment training
Provide first level escalation support for fellow associates in the district
Render on site and phone assistance to customers and fellow associates
Communicate with Product Engineering on equipment issues
Perform work related tasks according to company guidelines for scheduled maintenance and recommended solutions.
Implement Engineering Change Orders, Field Service Change Orders and Service Information Letters according to published guidelines
SAFETY
Operate in a safe manner in accordance with published safety guidelines
Must wear appropriate PPE as per company guidelines and accordance with job duties
Report all work related accidents or injuries immediately to the appropriate personnel.
Complete annual safety training requirements as outlined on regional safety schedule.
ADMINISTRATION
Provide accurate and timely reporting according to company guidelines
Timecards, expense reports, mileage reports, project closure, et al.
Obtain and Maintain certification for this position based on internal Service Progression Requirements
Provide estimated time of arrival to the Customer where applicable
Maintain company property according to company policies
Vehicle, credit cards, PPE, test equipment, laptop, pager, et al.
CUSTOMER SATISFACTION
Provide proper and adequate communication to internal and external customers
Complete scheduled maintenance documentation properly and provide to the customer upon completion of each designated assignment
Provide estimated time of arrival to the customer where applicable
Strive to provide all customers a "first time fix" for their equipment
Maintain customer satisfaction rates according to company guidelines
Attend customer meetings as required
PERFORMANCE
Maximize productivity by combining service opportunities
Complete all work in an efficient and timely manner
Capable of making strong decisions, technical and commercial, under pressure
Properly evaluate site and equipment for appropriate billing status
Maintain productive utilization rate according to company guidelines
Adhere to company dress code and safety regulations
Understand and comply with company escalation processes and procedures
Effectively communicate with employees at all levels within the organization
Must act and perform as a role model to field service technician associates and lead by example in all aspects of job requirements
Conduct themselves in a high degree of professionalism and of service delivery
Ability to manage stressful internal and external customer situations with high level of diplomacy
All other duties as assigned.
Qualifications and Educational Requirements
Education and Experience Requirements: High School Diploma or GED required; three years as FMD Field Service Technician required, and at least one or more of the following:
Associate Degree in a technical discipline and four years military experience or relevant industry experience in two or more similar or equivalent product lines serviced by FMD, or
Four years military experience or relevant industry experience in two or more similar or equivalent product lines serviced by FMD
Must be a reliable team player who consistently exhibits a professional demeanor
Knowledge of diesel engine and spark gas test equipment and theory
Must be able to read and interpret product line diagrams and blueprints
Solid foundation of pneumatic, PLC, and electronic engine controls
Mentor to co-workers (ability / desire to train others)
Technical skills:
Ability to make an immediate site evaluation without supervision. Skills to include: environmental temperature, and general operating conditions
Provide required technical fix/repair techniques as necessary
Download pertinent operating information to provide independent troubleshooting evaluation
Capable of completing tasks and return equipment to full operating conditions without direct supervision
Ability to summarize and report all work related tasks performed
Ability to give technical assistance via the telephone to customers on a regular basis
Provide phone technical support to junior level associates
Independently evaluate, recognize, and recommend acceptable customer solutions based upon site evaluation
Recommend and direct activities at a customer site by leading technical activities of other technicians at a customer site
Provide on-site customer consultation
Provide diagnostic and product verification training based upon certifications and experience
Provide OJT for all levels of Field Technicians in all products where training and certification has been completed
Capable of providing project management and direct supervision for major projects as required at customer sites
Provide site evaluation for Fairbanks Morse Defense products and related systems
Assist FMD Engineering with site evaluations and recommendations as required
Consultant to customers on-site
Professional in job related and site acceptance testing
Strong written and verbal communication skills and ability to communicate effectively with internal and external customers
Ability to manage stressful situations with diplomacy
Organizational and planning skills
Proficiency in English language (verbal and written)
Proficiency in Microsoft Office
Strong mechanical aptitude
Maintain valid driver's license
Travel required up to 75% (domestic and international, including weekends, evenings, and holidays, and in emergency situations travel on very short notice) . Must hold valid US Passport or be able to obtain one within the first 3 months upon hire.
This position requires access or potential access to Unclassified Naval Nuclear Propulsion Information, which is Not Releasable to Foreign Nationals (NOFORN) data. Therefore, to meet NOFORN requirement, you will have to provide proof of US Citizenship and attest that you do not have dual citizenship. Acceptable proof of US Citizenship is a US Passport, US Birth Certificate or Naturalization Certificate.
PHYSICAL REQUIREMENTS:
While performing duties of the above jobs, the SrFST is regularly required to stand, walk, use hands and fingers, handle or feel objects, tools or other components; reach with hands and arms; stoop, kneel, crouch, or crawl; talk, hear and smell. The SrFST frequently is required to sit and climb or balance. Specific vision abilities required by this job include close vision, distant vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Must have ability to regularly lift at least 35 pounds.
This specification is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to effective customer service delivery, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Fairbanks Morse Defense.
