Field Service Technician

About the role

Reporting to the Field Service Team Leader, this position is responsible for on-site installations, repairs, preventive maintenance, and customer training (hardware, software, and limited applications) for assigned instrumentation, and supports Field Service, In-House Repair, Sales, Customer Service, and Product Management. The role represents the Mettler Toledo standard of “Trusted Advisor” to customers.

Responsibilities

• Perform on-site installations, repairs, upgrades, and maintenance of assigned AutoChem instrumentation, including but not limited to infrared reaction profiling equipment, laser crystallization monitoring equipment, automated lab reactor and sampling solution systems, proprietary software, and associated applications.
• Establish and maintain the “Trusted Advisor” role for all customer interactions by delivering exceptional customer service, expertise, product positioning, lead generation, and training throughout the product lifecycle.
• Successfully complete advanced and expert-level instructor-led service product training.
• Document, communicate, and manage customer issues with Sales, Service, and Support.
• Proactively prioritize, schedule, track, and execute service assignments to satisfactory completion.
• Document and report scheduling, utilization, and escalation in a timely manner.
• Feedback non-conformance issues for quality enhancements and technical bulletins.
• Manage and control field inventory.
• Manage administrative time and deliver required e-work accurately and timely.
• Quickly escalate ongoing, prolonged field situations to service management.
• Demonstrate exemplary skills in customer relations and enhance customer satisfaction by providing value-added services (e.g., Equipment Qualification).
• Successful service agreement and key account management.
• Manage all travel and support expenses at or below budget.
• All other duties as assigned.

Working Conditions

• Regular exposure to fumes or airborne particles; toxic or caustic chemicals; and risk of electrical shock.
• Frequent exposure to work near moving mechanical parts.
• Occasional exposure to work in high, precarious places; outdoor weather conditions; risk of radiation; and vibration.
• Expected to consistently utilize available Personal Protective Equipment (PPE) as required by the work environment at AutoChem offices and customer facilities according to established protocols.
• Noise level in the work environment is usually moderate.

Physical Demands

• Regularly lift and/or move up to 25 pounds and occasionally lift and/or move more than 100 pounds.
• Specific vision abilities required: close vision, peripheral vision, depth perception, and ability to adjust focus.
• Frequently required to stand; use hands to finger, handle, or feel; and reach with hands and arms.
• Occasionally required to walk; sit; climb or balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell.

Travel Requirements

Willingness and ability to travel in excess of 75%, including extended overnight trips inside and outside assigned U.S. territory with international travel for service product training.

Requirements

• Associate’s degree in chemistry, chemical, electrical, electronic, or mechanical engineering, or related field.
• Minimum 4 years of experience troubleshooting electronic, electrical, mechanical, and computer systems; or equivalent combination of education, military training, and hands-on experience.
• Experience with infrared, optics, lasers, HPLC, GC, mass spectrometry, or background in chemistry or chemical engineering is a plus.
• Excellent customer service and communication skills, both oral and written—English required.
• Valid driver’s license and good driving record.

Qualifications

• Knowledge of Windows-based operating systems.
• MS Word Level 1.
• MS Excel Level 2.
• Internet Explorer.

Benefits

• Medical, dental, and vision care coverage starting on date of hire.
• 401(k) savings plan with company matching starting on date of hire.
• Tuition reimbursement, perks, and discounts.
• Parental and caregiver leave programs.
• Paid time off.
• Flexible spending accounts.
• Short- and long-term disability.
• Basic life insurance.
• Business travel insurance.
• Employee Assistance Program.
• Domestic partner benefits.

Why Join

• Global market strength and worldwide leadership in precision instrumentation.
• A brand name identified worldwide with precision, quality, and innovation.
• Thousands of patents, design and innovation awards across Mettler Toledo.
• Global recognition for the quality of products and services.