Field Service Technician

SUMMARY :

This position supports the efforts of the Aftersales Technical Services Group (ATSG) by promoting quality customer relations through the use of technical knowledge of Una-Dyn systems, to service its equipment at customer’s plants. This includes troubleshooting and diagnosing equipment problems, utilizing technical skill to provide precise solutions to problems with Una-Dyn equipment, maintaining proper documentation and engaging in effective communication between Una-Dyn and its customer(s).

ROLE AND RESPONSIBILITIES

• Travels worldwide to customer sites / plants to provide service and customer support for Una-Dyn / Piovan products.
• Communicates mission description with Manager, Helpdesk Support and customer to determine needs, timing, contacts, and schedule demands.
• Troubleshoots and correctly diagnoses problems to address complaints. Fine-tune and bring about successful and optimal operation.
• Performs maintenance on Una-Dyn / Piovan equipment as required per project scope; Installs parts and performs mechanical, electrical controls circuit and pneumatic troubleshooting, as well as hydraulic and process piping, maintenance or installations.
• Provides training on the correct and effective use of Una-Dyn / Piovan systems at customer’s site(s), off-site(s) and occasionally at the “Factory”.
• Documents (in writing) problems found, field work performed, required future customer responsibilities, and required follow up.
• Attends training sessions on new equipment and provides input for development of user manuals for new equipment.
• Provides quality customer service and knowledgeable assistance on technical aspects of each job;
• Communicates and consults with factory personnel to obtain technical support, and parts per job scope;
• Promotes service contracts to customers within established / communicated departmental goals.
• Provides support when on-site at Una-Dyn facility by performing wiring, general assembly, machine check-out and testing whenever required;
• Submits accurate project expense reports within deadline (as determined by the SOP) for invoicing purposes;
• Uses discretion to issue credit for non-returned parts; Determines whether invoices are to be issued as warranty (no charge) or are to be billed;
• Arranges travel plans in accordance with existing SOP and Technical Support Manager direction;
• Correctly interprets and communicates customer needs;
• Ensures customers have sufficient information (i.e., drawings, manuals, documentation) to facilitate a successful installation and operation.

Qualifications :