FIELD SERVICE TECHNICIAN - Whirley-Drinkworks : Job Details

JOB TITLE: Field Service TechnicianDEPARTMENT: ValidFill/ServiceREPORTS TO: Service & Support ManagerSUPERVISES: NoneFLSA STATUS: Non-Exempt/HourlyJOB SUMMARYThe Field Service Technician works with the Service & SupportSupervisor to inspect, repair and perform periodic preventive maintenance on ValidFill enabled machines including Mug Programmers, Check n Charge units, Legacy Soda Dispensers, Freestyle Dispensers, Coffee Dispensers and Kiosks. The Field Service Technician will also assist in new installs as needed.The Field Service Technician will diagnose equipment problems and use technical expertise to determine how to best repair or replace faulty equipment. This position works independently and has frequent customer contact. The Field Service Technician is responsible for maintaining customer relationships in their territory through the following basic business integrity such as:

• On-time service
• Professional representation
• Timely communication
• Descriptive and accurate paperwork and completing the service provided correctly the first time - every time.

CORE RESPONSIBILITIES

• Ensure the completion of all work in the assigned territory according to customer and company requirements.
• Generate service tickets as needed, prioritize, and schedule service to meet customer service windows.
• Collect accurate and complete equipment and customer information.
• Drive to location, evaluate situation and perform necessary work.
• Complete accurate inspections, preventive maintenance tasks, service and maintenance of equipment in order to maintain equipment operation and extend equipment life.
• After each call, complete paperwork/Service Ticket on job.
• Maintain parts inventory on service truck.
• Maintain and replace networking equipment (routers, switches and cabling)
• Perform consistent, quality service throughout the assigned territory.
• Meet Service Level Agreement (SLA) requirements required by customers.
• Communicate clear and accurate information documenting the service provided and the results.
• Communicate in a clear and timely manner with the Service & Support Supervisor to assure the highest levels of customer service.
• Establish a positive relationship with contacts at service calls.
• Ensure strong customer loyalty through professional and reliable service.

GENERAL CONDUCT

• Maintains respectful working relationships with Customers and other ValidFill Teammates to promote teamwork and a positive work environment.
• Committed to Continual Improvement to raise personal performance above the standard and to develop new methods to eliminate waste, improve productivity, and reduce customer complaints.
• Maintains excellent attendance as defined in the Company's Attendance Policy.
• Support, enforces, and complies with all company policies and procedures, including safety and quality.
• Actively participates in meetings and discussions by providing suggestions for improvement, problem solving, and offering feedback.
• Performs duties in a manner that encourages teamwork and sets a positive example.
• Performs other duties as assigned by management

QUALIFICATIONS

• 18 Years or older
• Minimum High School education or equivalent
• Pass the drug test and background check
• Minimum 1 year of service experience in a similar or related field
• Must be eligible to work in the US or Canada as applicable
• Valid driver's license (of the required class for the jurisdiction) with a clean driving record
• Must be able to lift 50 lbs. without assistance
• Reasonable level of computer literacy
• Basic networking troubleshooting knowledge
• Detail oriented, organized, and capable of working efficiently with minimal or no guidance
• Impeccable communication skills and the ability to communicate with a wide variety of people and backgrounds
• Good organizational skills
• Able to communicate clearly verbally and in writing
• Must be able to work flexible shifts, including weekends/holidays
• Excellent people's skills and teaching skills are highly desired.
• Technical knowledge of computers, electronics, RFID devices, software, and light mechanical repair is preferred.
• Must be an effective problem-solver and good communicator to relay testing and troubleshooting information to management
• Be a self-starter who is open and straightforward and who fosters and reinforces collaborative relationships and is eager to identify and facilitate improvements and positive changes
• Be able to plan systematically and practically and use logical and sound judgment in decision-making

HELPFUL EXPERIENCE: *Have or have the ability to obtain a CompTIA A+ certification within 6 months of employment*Working with mechanical systems (e.g., knowing mechanical concepts, troubleshooting and repairing appliances, performing basic household repair in plumbing, circuits, fuses, and electrical components, operating hand tools and power tools, etc.)* Serving customers (e.g., resolving customer issues, ensuring appropriate communication with store managers, following up on customer requests, etc.) * Working with electrical systems (e.g., understanding flow, wiring, outlets, etc.) * Generating and setting work schedules (e.g., determining priority of work, building work schedules, etc.) PHYSICAL REQUIREMENTS:May require lifting, carrying, pulling and/or moving between 20 and 50 pounds repeatedly over workday. Requires kneeling, squatting, crouching, crawling and bending when making repairs, often in low places. Moderate walking with tools and parts. Moderate / Heavy traveling required.