Field Technician

Job Summary :

The Field Product Support Technician will service, maintain, repair, adjust, test and install IPS Group Inc. equipment. IPS Group clients are located across the United States. Travel will be required based on workload. Travel is typically scheduled during the work week although there may be instances where site visits are required through the weekend. This is a customer-facing position and requires strong communication and presentation skills along with a commitment to service excellence.

Essential Duties and Responsibilities :

• Resolve open service issues
• Communicate with clients in troubleshooting open service issues and to provide technical support.
• Troubleshoot and resolve hardware issues related to IPS Group Inc. designed and supported products.
• Install and configure new equipment, including operating software or peripheral equipment.
• Advise / train customers concerning equipment operation, maintenance, or client specific configuration.
• Interact with customers to determine details of equipment problems.
• Travel to customer locations or offices to install IPS products and / or to provide emergency repair services as necessary.
• Complete and submit timecards and expense reports per the guidelines defined in the IPS Group spending policy and employee handbook.
• Maintain ticketing system regarding service issues and resolutions.
• Repair, adjust or replace electrical mechanisms, components or parts.
• Analyze equipment performance records to assess equipment functioning.
• Escalate open issues to engineering.
• Ensure that all service issues are documented in the ticketing system.
• Ensure that open service tickets are attended to in a timely manner and keep the client up to date on the status of their particular open service issue.
• Train new technical support team members.
• Lead on-site teams for installations and on-site rework, as necessary.
• Document project summary and project completions in a timely manner.

Qualifications and Skills :

• Ability to communicate both verbally and in writing with business professionals
• Ability to plan daily travel schedule
• Ability to execute and submit expense reports
• Ability to work independently with little or no supervision
• Excellent customer service skills
• Proven ability in developing and maintaining effective internal and external relationships
• Effective time management and organizational skills
• Ability to use basic computer skills to perform diagnostic testing
• Available for stand-by and after-hours responsibility
• Available to travel for support of other territories
• Ability to continually learn new product service techniques

Desired Skills & Experience :

• Prior Field Support / Field Technician experience highly desirable
• Ability to perform basic math
• Prior mechanical or electronic assembly required
• H.S. Diploma Required
• AA degree or bachelor’s degree preferred
• Experience will be considered in lieu of degree