Summary

A Field Service Technician (FST) 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 FST is required to establish, promote, and maintain excellent rapport with all customers, co-workers, sales representatives, and others as appropriate. The FST is also required to maintain continuous communication with Region Offices, and direct manager.

Principle Duties and Responsibilities

ROLE

• Relies on experience and judgment to plan and accomplish goals
• Ability to diagnose problems and develop solutions for qualified products
• Can work independently on qualified products
• May occasionally be assigned to shop duties such as general machining, part inspections, assembly, testing, and warehouse.

TECHNICAL

1. 
   
   • Meet qualifications for providing Tech Rep support services
   • Keep current on Engineering Change Orders, Field Service Change Notices and Service Information Letters
   • Keep all service manuals up to date with latest revisions
   • Document work performed on Service Reports and write Condition Found Reports

SAFETY

1. 
   
   • Operate in a safe manner in accordance with published safety guidelines
   • 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

1. 
   
   • 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, et al.

CUSTOMER SATISFACTION

1. 
   
   • 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

PERFORMANCE

1. 
   
   • Maximize productivity by combining service opportunities
   • Complete all work in an efficient and timely manner
   • 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
   • Maintain proper communication with all levels within the organization
   • Must act and perform as a role model to field service technician associates. Lead by example in all aspects of job requirements
   • Conduct themselves with a high degree of professionalism and of service delivery
   • Ability to manage stressful internal and external customer situations with diplomacy.

All other duties as assigned

Qualifications and Educational Requirements

• Education and Experience Requirements: High School Diploma or GED required; and at least one or more of the following required:
  
  
  • Associate Degree in a technical discipline and four years military experience or relevant industry experience in one or more similar or equivalent product lines serviced by FMD, or
  • Four years military experience or relevant industry experience in one 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 and spark gas engine test equipment and theory preferred
• Basic understanding of gas compression and associated hazards preferred
• Must be able to read and interpret product line diagrams and blueprints
• Basic foundation of pneumatic and/or hydraulic, PLC, and electronic controls preferred
• Maintain pertinent operating information to provide independent troubleshooting evaluation
• Work independently to return engine to full operating conditions
• Ability to write technical reports including specific work-related tasks performed
• Independently troubleshoot and recommend appropriate customer solutions
• 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 and qualify for company credit card
• 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 FST 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 FST 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.