Field Service Technician

Responsibilities

• Ensure vehicle uptime of 95% or better within the assigned area or zone by providing timely and effective technical support.
• Deploy immediately to vehicles that are down in the field upon receiving a trouble call and perform in-field technical assistance.
• Diagnose and repair vehicles on-site, achieving a first-visit fix rate of greater than 95.5% whenever possible.
• Create detailed reports and provide feedback on vehicle performance, service quality, and individual technician performance for use by internal and external cross-functional teams.
• Serve as the primary point of contact for 3rd-party technicians in the assigned area or zone, supporting complex and difficult-to-diagnose issues.
• Perform on-site inspections, determine the nature and scope of technical problems, and identify appropriate corrective actions.
• Review service processes, tools, and equipment to identify opportunities for improvement and standardization.
• Analyze technician performance to identify those who can benefit from additional training and document findings to support targeted development.
• Contribute to the creation, updating, and maintenance of technical service documentation, including repair procedures and standard operating procedures (SOPs).
• Help build and implement technical training and onboarding programs for technicians and service partners.
• Document daily field activities accurately and provide regular feedback and updates to the Lead Technician and Head of Service.
• Create Field Quality Reports when appropriate to capture recurring issues, quality trends, and improvement opportunities.
• Participate in special projects such as testing tools and equipment and providing structured feedback on their performance and suitability.
• Inventory and manage special tools when necessary to ensure availability and proper use in the field.
• Support service engineering by collecting data from the field and contributing to ongoing engineering and product improvement activities.
• Provide technical support for cross-functional vehicle activities, collaborating with teams such as engineering, operations, and product.
• Attend professional development training on new models, current issues, and emerging technologies to maintain and enhance technical expertise.
• Perform analysis and create reports for new and updated vehicles, documenting field performance and serviceability.

Qualifications

• A high school diploma or equivalent education.
• 6+ years of experience in a technical role, ideally focused on vehicle, micromobility, automotive, or related systems.
• Proven success in supporting remote diagnostics and repair activities.
• Experience in micromobility, automotive, shared mobility, or related industries.
• Demonstrated ability to create repair procedures, standard operating procedures (SOPs), or similar technical documents.
• Strong knowledge of electrical and mechanical systems relevant to vehicles and micromobility platforms.
• Knowledge and experience with diagnosing and repairing CAN-BUS failures.
• Experience with remote diagnostics, troubleshooting, and technical support for field-based equipment or vehicles.
• Superb written and verbal communication skills, including the ability to create clear reports and technical documentation.
• Excellent communication, presentation, and interpersonal skills for working with internal teams and external service partners.
• Demonstrated history of adherence to ethical standards and professional conduct.
• Willingness and ability to travel as needed for offsite workshops, market launches, trade shows, and other business activities.