Field Service Engineer - Step Up Recruiting

Position Title: Technical Support Specialist
Reports To: Customer Support Manager

Position Overview
The Technical Support Specialist will provide installation, repair, and optimization services for customers’ equipment through phone, virtual, and onsite support. This role involves troubleshooting, analyzing, and restoring equipment function, as well as conducting customer training on proper equipment usage and maintenance. The Specialist will prepare comprehensive service reports, identify additional service opportunities, and adhere to customer and company safety standards. Extensive travel and hands-on work in various manufacturing environments are essential.

Key Responsibilities

• Troubleshoot and restore function to customer equipment efficiently and systematically.
• Perform equipment commissioning and adhere to standard procedures for customer satisfaction and handoff.
• Review completed work, costs, time, and additional work identified with management and customers.
• Prepare detailed service reports covering work performed, time, costs, and identified future needs.
• Conduct training for customers on equipment operation and maintenance.
• Lead and mentor less experienced team members as needed.
• Follow standardized processes and collect information to improve company standards.

Behavioral & Performance Expectations

• Customer Focus & Collaboration: Consistently work towards positive outcomes for all stakeholders, follow up with customers to confirm satisfaction, and promote teamwork.
• Adaptability & Self-Development: Embrace new learning opportunities, work closely with managers to ensure readiness for tasks, and commit to personal growth.
• Decision Quality & Results: Make trust-building decisions, know when to act independently and when to escalate issues as needed.
• Respectful Interactions: Treat colleagues and customers with respect and professionalism in all communications.

Job-Specific Competencies

• Time Management: Effectively manage time to meet customer and company needs.
• Team Collaboration: Work with local and cross-functional technical teams, especially during large-scale installations.
• Communication Skills: Strong verbal and written skills to support positive outcomes with customers and team members.
• Technical Skills:
  • Ability to read chemical, hydraulic, and electrical schematics, and navigate OEM documentation.
  • Safe use of mechanical and electrical tools, including multimeters, calipers, and power tools.
  • Operate equipment like forklifts and scissor lifts safely.
  • Knowledge of equipment functionality for hydraulic/electrical presses, conveyors, and robots.
  • Understanding of electrical components (high and low voltage, fuses, relays, motors) and E-Stop circuitry troubleshooting.
  • Basic PLC programming knowledge (Allen Bradley, Siemens).
  • Understanding of mechanical assemblies, pneumatic controls, and troubleshooting.

Qualifications

• High school diploma or equivalent; technical education is a plus.
• 3-5 years of experience in a manufacturing or technical support environment.
• Proficiency in workflow software (MS Office, Allen Bradley, Siemens).

Work Environment & Physical Demands

• Primary work is at customer sites; exposure to moving parts, forklifts, and high noise levels.
• Frequent standing, walking, bending, kneeling, and lifting of items over 50 pounds.
• Requires close, distance, and color vision, along with peripheral and depth perception.
• Must maintain a state of alertness.

Hours & Travel

• Full-time, non-exempt with standard hours from 8am-5pm, Monday-Friday; paid overtime as necessary.
• Extensive travel (85%+) within the U.S., Canada, and Mexico, with overnight stays required for locations more than 2 hours away. Extended stays may be required during large installations.

Keywords:
Technical Support Specialist, Field Service Engineer, Equipment Troubleshooting, Customer Training, PLC Programming, Pneumatics, Electrical Schematics, Mechanical Assemblies, Manufacturing Support