Field Service Technician

About the role

The Field Service Technician is responsible for providing field technical support for IR products, striving to be customer focused, fully responsive, and successful in meeting the 24/7 technical service needs of customers. Develop a collaborative relationship with the balance of IR to establish this area as the “go-to” place for technical field service knowledge. Focus on providing valued solutions to customers, utilizing IR services as well as IR’s products. The job also carries a variety of incentive plans that are paid out annually.

Responsibilities

• Provide technical support during repair and/or installation, at customers’ sites, of IR’s equipment to ensure standards are met and the integrity of the equipment is maintained.
• Ensure safe work practices are followed, reporting all safety incidents and near misses on a timely basis and maintaining the goal of “zero” lost time incidents.
• Work to improve responsiveness to customers by being available to make sales calls, perform technical walk downs, and provide solutions to customers that distinguish IR’s proposals and capabilities.
• Complete required reports, including Service Reports, Customer Call Reports, Expense Reports and Time Sheets, on a timely basis in order to provide appropriate follow-up to customers, including accurate invoicing for services.
• Suggest improvements to processes and procedures in order to improve customer response time and accuracy of all data.
• Comply with Department Guidelines and Procedures in order to maintain appropriate standards of service provided to customers.
• Maintain proficiencies using vibration analysis and laser alignment equipment for balancing, testing, etc.
• Generate sales leads from customers who could benefit from additional support in order to improve solutions provided, improve relationships, and grow IR installed base, collect information for the Customer Relationship Management [CRM] system and provide information to Sales for additional opportunities; and improve global visibility of IR Aftermarket in the CRM system.

Requirements

• 3 years of relevant technical background including millwright, maintenance, engineering, field service experience, or equivalent experience.
• High School diploma or equivalent.
• The job includes an assigned vehicle for work use, so the candidate must have a valid license and be able to pass a Motor Vehicle background check.

Core Competencies

• Strong interpersonal skills.
• Clear and concise communicator (both oral and written).
• Excellent collaboration skills.
• Strong computer skills in Microsoft® Word, Excel, PowerPoint.
• Proven time management, organizational, problem solving, and prioritization skills to successfully complete responsibilities in a timely manner.
• Ability to resolve conflict, to apply critical thinking to solve problems and to escalate when needed.
• Highly organized with ability to work independently as well as part of a team.
• Ability to create and maintain strong relationships with customers, employees and Sales Reps.
• High moral and ethical standards; integrity is continuously apparent.
• Strong analytical skills.
• Comfortable and effective working in the “virtual world.”

Preferences

• Bilingual in Spanish is highly desired.
• Some technical schooling, classwork toward a degree in a technical area.
• Background evidencing positions with increasing responsibility and leadership.
• Experience specifying replacement parts for highly engineered equipment and products.
• Experience in industrial sales or technical selling.
• Troubleshoot vibration, system, and aerodynamic problems in equipment.

Physical Requirements

• Heavy Lifting: Must be able to lift up to 50–75 pounds regularly.
• Prolonged Standing: Ability to stand for 8–12 hours daily.
• Frequent Bending: Regular kneeling, crouching, crawling, and stooping.
• Climbing Ability: Safely ascend ladders, scaffolding, and stairs while wearing fall protection.
• Manual Dexterity: Fine motor skills to handle small tools.
• Awkward Positions: Working in tight, cramped, or confined spaces.
• Overhead Reaching: Extending arms overhead for extended periods.
• Visual Acuity: Close vision, color vision, and depth perception.
• Weather Exposure: Working in extreme heat, cold, or rain.
• Driving Endurance: Operating a service vehicle for long hours.

Travel & Work Arrangements/Requirements

This position is remote. The selected candidate will need to be based in Indiana, Ohio, Wisconsin, Illinois, or Kentucky near a major airport. Up to 80% travel, with possibility of international travel.

Pay

The pay range for this role is $65,000 – $85,000 annually. The pay range considers a wide range of factors that include a candidate’s skills; experience and training; licensure and certifications; and geographic location.

Benefits

• Health care options including medical and prescription plans, dental and vision coverage, and wellness programs.
• Life insurance and a robust 401(k) plan.
• Paid time off and an employee stock grant.