Field Service Technician

Summary of Position:

• Answer inbound customer calls, respond to emails, provide parts assistance, or respond to requests for service to diagnose and provide troubleshooting assistance to resolve product-related issues by utilizing company databases, customer information, and collaboration with other departments. Record appropriate call details and actions in the Customer Relations Management system.
• Conduct follow-up calls to assigned customers to ensure support action provided resolved related issues and elevate unresolved issues to the service management team.
• Review case information, provide guidance, and answer questions by dealers and customers in evaluating if product repairs and/or issues are covered under the product warranty policy or should be considered for a good will or policy adjustment.
• Provide updated communications to dealers and customers concerning the status of repairs or warranty-related claims.
• With direction from the manager, product service specialist, and/or senior technician, lead diagnostic efforts as necessary at dealer locations.
• Educate customer and dealer personnel on new equipment startups.
• Identify potential mechanical, electrical, or hydraulic issues with existing equipment, document recommended changes, and submit to engineering for review.
• As assigned, participate on the on-call technical support team and provide technical assistance or service after-hours and weekends.
• Provide input and review of technical data, parts bulletins, technical data sheets, and other training-related materials, and notify customers as appropriate.
• Maintain accurate and timely records in the Customer Relations Management system to ensure necessary information is accurately recorded in a manner to assist in future technical issues.
• Make necessary travel arrangements for field service visits and coordinate necessary equipment and parts needed to successfully complete assigned tasks.
• Perform other related duties, assignments, or special projects as needed.

Requirements

Education (technical and/or commercial):

• Associates degree in automotive repair preferred, bachelor’s degree a plus.
• ASE Master Truck Technician preferred.
• CDL license required.

Job experience (years and type of experience):

• 5 years’ experience in vehicle/equipment service and repair with a combination of mechanical, electrical, controls, and hydraulics.
• A combination of education and field experience will be considered.

Skills Required:

• At least three (3) years of diagnosis and repair experience in the following systems: mechanical, electrical, pneumatic, hydraulic, and hydrostatic is required.
• Ability to read and interpret schematics and mechanical drawings.
• Demonstrated strong verbal and written communication skills.
• Ability to operate a variety of hand tools to assist in the repair process.
• Ability to travel up to 100% of the time.
• Proficiency in MS Office products (Outlook, Word, Excel, PowerPoint, etc.) and video photography.

About Us

MRL manufactures quality-built, highly productive traffic paint, thermoplastic, plural components, and line removal/paving grooving equipment. Since 1967, MRL’s extensive “hands-on” pavement marking contracting experience, innovative engineering, and attention to quality have enabled MRL to become the largest equipment supplier to the industry. Decades of MRL’s reliable performance-setting industry standards, coupled with the industry’s largest parts support inventory and most experienced technical support staff, can be summed up in one statement: “When it matters most, MRL Delivers!”!

Federal Signal Corporation (NYSE: FSS) builds and delivers equipment of unmatched quality that moves material, cleans infrastructure, and protects the communities where we work and live. Founded in 1901, Federal Signal is a leading global designer and manufacturer of products and total solutions that serve municipal, governmental, industrial, and commercial customers. Headquartered in Downers Grove, IL, with manufacturing facilities worldwide, the company operates two groups: Environmental Solutions and Safety and Security Systems. For more information on Federal Signal, visit: www.federalsignal.com.

The company is an equal opportunity employer. Qualified applicants will not be discriminated against on the basis of, and will receive consideration for employment without regard to, race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, status as a protected veteran, or any other protected category, characteristic, or trait under applicable law. If you require reasonable accommodation in the