Customer Service Field Technician

About the role

ABE Equipment is seeking a motivated, self-starting, team-oriented Customer Service Field Technician. This position serves as a point person with customers, addressing concerns and needs, and provides real-time technical support including mechanical, electrical, and programming assistance.

Responsibilities

• Provide real-time technical support including mechanical, electrical, and programing assistance.
• Solve customer issues and maintain financial and resource balance for the Company.
• Assist with the returns of parts from customers that may or may not be defective and research the reasons for return.
• Communicate with vendors and suppliers regarding issues and deadlines.
• Train and educate customers on the use/application of Norland products.
• Capture customer concerns in Quality Assurance NCP/CAPA database.
• Document communications, parts sales, incidents, etc. using current and new CRM/ERP/Inventory software.
• Complete the Installation parts list to ensure arrival with needed support equipment and tools.
• Act as company liaison and complete related reports.
• Write troubleshooting and maintenance bulletins for Norland equipment manuals as time permits.
• Ensure adherence to standard operating procedures and product quality outcomes.
• Support plant safety processes and practices.
• Contribute to the success of the business and team by accomplishing individual accountabilities and needed results.

Requirements

Authorized to work in the United States without Company sponsorship. Basic to moderate computer literacy/competency. Ability to learn/work within computerized tracking/business systems for inventory levels, ordering parts, and machine component listing. Conceptual and logical thinking, organized, and ability to multi-task and prioritize tasks and workload. Strong oral and written communication skills, developed interpersonal and negotiation skills, composed and able to listen and professionally respond to customer concerns. Strong technical skills set and ability to problem solve mechanical, electrical, and electronic systems.

Preferred Knowledge, Skills, and Abilities

• Post high school technical schooling/accreditation.
• Associates or bachelor’s degree in engineering or technical field.
• Experience as a customer service or field service representative, serving in a problem-solving and/or technical role.
• Experience with Continuous Improvement, Lean Manufacturing methodologies, KanBan, 5-S, Process Flow/Value Stream Mapping.