Field Service Technician II - AUS

This position requires daily travel to locations in and around the Austin area, including the airport.

About the role

As a level two Field Service Technician, this individual must be team-oriented and flexible, actively seeking to share information and assist their peers. The role involves troubleshooting, servicing, installing, and repairing Trace, X-Ray, CT X-Ray, and Cargo Inspection equipment at customer sites. When not traveling or on an assigned shift, the technician will assist the Technical Support staff.

Responsibilities

• Responsible for meeting daily service repair needs and driving customer satisfaction.
• Foster positive customer relations and a high degree of customer satisfaction by communicating effectively with customers.
• Installs, repairs, and maintains equipment in the field; provides customer training as required.
• Respond to emergency and non-scheduled calls for service within established response time goals.
• Complete all scheduled maintenance within required deadlines.
• Document all inspections, maintenance, and repair work, submitting paperwork in a timely manner.
• Order, install, and return parts, managing repair parts cycle time.
• Maintain an accurate inventory of parts and tools.
• Maintain currency on all technical certifications.
• Review logs for open issues and prepare formal reports to customers as necessary.
• Participate in Service Sales opportunities and assist with promoting and implementing revenue programs.
• Look to senior-level FSTs for knowledge growth and support when needed.
• Ensure tools and test equipment are properly maintained and calibrated.
• Assess product/equipment performance based on field support data; recommend modifications or improvements.
• Provide technical support to customers and other service professionals as required.
• Participate in site surveys, pilot program service activities, attend meetings, champion special projects, and prepare exclusive reports.
• Mentor lower-level FSTs to improve their skills and knowledge of the equipment.
• Conduct follow-up calls with customers to ensure satisfaction of work.
• Exercise measures to control and minimize costs while maximizing revenue.
• Submit expenses, timecards, and other administrative tasks within specified timelines.
• Comply with and ensure department compliance with company health, safety, and environmental policies.
• Comply with all applicable U.S. export control and security regulations.
• Perform other duties as required.

Requirements

• Associate’s Degree, related trade certification (electrical, electronic, mechanical), or military training (electrical, mechanical, electronics). Equivalent work and life experience of 1-3 years in a related electrical or mechanical field service role is acceptable.
• Minimum of 5 years of experience directly involved in troubleshooting and field repair of electrical and electronic systems and equipment.
• Strong electronic repair troubleshooting methodology and intermediate technical level of product knowledge.
• Ability to read and follow electrical/mechanical schematics to isolate faults to root cause components/assemblies.
• Intermediate proficiency in servicing Trace, X-Ray, CT X-Ray, and Cargo Inspection Systems product lines.
• Working knowledge of business PC applications (MS Word, Excel, PowerPoint) and ability to provide clear, concise information summaries.
• Excellent communication skills, both oral and written.
• Willingness and ability to travel at short notice.
• Must successfully pass a federal background investigation for Sensitive Security Information (SSI) access and vetting via the TSA.

Skills

• Excellent organizational, communication, and interpersonal skills with the ability to multitask several projects.
• Strong customer service skills and ability to handle stressful situations.
• Self-motivated, reliable, and accountable individual.
• Excellent telephone skills.
• Ability to lift/carry 80 lbs, push/pull 200 lbs, and move/manipulate equipment weighing up to 1000 lbs with assistance from devices such as carts, hoists, or pallet jacks.
• Frequent bending, stooping, twisting, turning, and working in unusual positions requiring full body mobility.
• Ability to work safely and follow safety precautions in extreme environments (temperature, humidity, noise, confined spaces) around dangerous industrial equipment.

Work Environment

Work environment is typically wherever the customer of concern is located, including airports, correctional facilities, courthouses, cruise ships, or other locations as required.

Benefits

• Comprehensive benefits package including medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off and other benefits.
• Competitive Business Profit Plan.

Pay

The compensation for this position ranges from $75,240 to $101,860 per year, determined by education, experience, knowledge, skills, and alignment with internal and market data.