Field Service Technician

We're Admix, a proud employee-owned company and premier manufacturer of industrial mixing equipment! We engineer, market, manufacture, and service high-performance mixing equipment for the food and beverage, chemical, pharmaceutical, and cosmetic industries—and we're growing fast!

About the role

The primary responsibility of the Field Service Technician is to provide on-site service and support for our customer base. Domestic and international travel is required to facilitate on-site support and service. This position will provide support to the Aftermarket group with after-sales customer (internal and external) issues that arise regarding the installation, use, operation, and maintenance of our equipment. Additionally, this position is strongly involved with the Customer Equipment Rebuild Program. The Field Service Technician reports to the Technical Services Supervisor.

Responsibilities

• Provide on-site service and support, and/or present maintenance and technical training seminars for our customer base on the installation, use, operation, and maintenance of our equipment.
• Perform on-site equipment audits and provide accurate details in the form of Trip Reports.
• Perform on-site rebuilds where applicable.
• Field and respond to e-mails, phone calls, voicemail, and web inquiries from our customer base on all after-sale support or service issues and requests.
• Provide support on all office aspects of our Return Materials Authorization (RMA) Program (actual repairs conducted by production personnel), which includes working with customers to arrange for the return of equipment and ensuring that all returned goods are handled internally in a timely fashion per the needs of the customer.
• Provide back-up phone coverage for customer calls, quotations, and order entry for spare parts when Aftermarket personnel are busy, on the phone, on vacation, traveling, etc.
• Provide assistance and support to the Admix Lab when needed.
• Help Marketing Department to pack and unpack trade shows.
• Other duties as assigned.

Requirements

• Interact and effectively communicate with internal and external customers including customers on-site, e-mails, and over the phone in a professional manner.
• Solid hands-on skills and a strong mechanical aptitude.
• Computer skills and the ability to write comprehensive customer service reports/quotes and trip reports.
• Demonstrated experience collaborating with colleagues and co-workers, with the ability to work effectively both independently and in a supportive diverse team environment.
• Strong organizational skills, attention to detail, and ability to prioritize tasks based on customer and company needs.
• Must have strong critical thinking and analytical skills, and the ability to multitask.
• Strong understanding of all Admix product offerings from a mechanical and process standpoint.
• Ability to learn and be coached.
• Be able to provide an exceptional customer experience for every interaction between the Admix Aftermarket/Service Department and customers, both internal and external.
• Travel is expected 50% of the time, more or less as needed for customer needs.
• Candidates must possess and maintain a valid U.S. driver's license in good standing and meet company driving eligibility requirements.
• A complete expense report and a trip report detailing the travel, opportunities, and action items is required for every trip.
• Ability to bend, stoop, and lift items weighing up to 50 pounds as part of job responsibilities.
• Ability to remain seated or standing for extended periods as required by job duties.
• Ability to work in confined or small spaces as necessary for equipment maintenance and operation.

Qualifications

• Associate's degree in Engineering preferred, but not required.
• Experience working with customers/end users preferred.
• 1-3 years of outside sales experience a plus.
• Current US Passport or the ability to obtain one.

Training and Development

• A training period of approximately 3-months in the shop on all of the equipment is a must; a thorough understanding of the assembly and disassembly of the equipment is required.
• The Field Service Technician will cross-train with fellow technicians and the Supervisor.

Schedule

A four-month 9/80 work schedule (a two-workweek schedule consisting of eight 9-hour days, one 8-hour day, and one scheduled day off). Then the schedule transitions to a standard Monday through Friday workweek, with timing adjusted based on business needs.

Benefits

• Employee Stock Ownership Plan (ESOP)
• Health and Dental Insurance
• 401(k) Matching
• Employee Assistance Program (EAP)
• Tuition Assistance
• PTO for vacation & sick time
• 11 paid holidays
• Plus many perks