Field Service Technician II (Cargo)

This position supports on-call work and requires travel. Primary assignment location is Presidio, TX, within a 1-2 hour radius. Backup support is also provided for Del Rio, TX, El Paso, TX, and Eagle Pass, TX.

Responsibilities

• Troubleshoot, service, install (deploy), and repair Trace, X-Ray, CT X-Ray, and Cargo Inspection equipment at customer sites.
• Maintain field service logs and filing systems to properly initiate, organize, and maintain all field service and job files until work completion.
• Demonstrate initiative and dedication through positive use of downtime and a willingness to consistently exceed customer and company requirements.
• Conduct follow-up calls with customers to ensure satisfaction.
• Foster positive customer relations and drive customer satisfaction through effective communication.
• Install, repair, and maintain equipment in the field; provide customer training as required.
• Respond to emergency and non-scheduled service calls within established response time goals.
• Complete all scheduled maintenance within required deadlines.
• Document inspections, maintenance, and repair work, submitting paperwork in a timely manner.
• Order, install, and return parts; manage repair parts cycle time.
• Maintain accurate inventory of parts and tools.
• Stay current on all technical certifications.
• Review logs for open issues and prepare formal reports for customers as necessary.
• Participate in service sales opportunities and assist with promoting and implementing revenue programs.
• Seek knowledge growth and support from senior-level Field Service Technicians (FSTs) 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, meetings, and special projects; prepare exclusive reports.
• Maintain a solid level of technical knowledge on the company’s Trace and X-Ray technologies.
• Demonstrate clear and concise business communication proficiency, both oral and written.
• Establish and maintain relationships with senior-level FSTs and Product Managers to support customer needs and stay aware of current technical trends.
• Exercise measures to control and minimize costs while maximizing revenue.
• Submit expenses, time cards, 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 (1-3 years in a related electrical or mechanical field service role) is acceptable.
• Computer literacy; competency in MS Office Suite and aptitude for learning specialized software programs.
• Minimum of 3 years of experience directly involved in troubleshooting and field repair of electrical and electronic systems and equipment.
• Excellent communication skills and a strong orientation for customer focus and teamwork.
• Willingness and ability to travel at short notice.
• May require supervision of others on a project basis.
• Possess excellent organizational, communication, interpersonal skills, and the ability to multitask several projects at once.
• Strong customer service skills and the ability to handle stressful situations.
• Self-motivated, reliable, and accountable individual.
• Excellent telephone skills.
• Ability to lift and carry 80 lbs.
• Confidence in operating carts, hoists, davit cranes, pallet jacks, or other devices as defined in manuals and technical advisory documentation.
• Full body mobility required.
• Ability to work safely in varied environments and around dangerous industrial equipment.

Qualifications

• This position may require Sensitive Security Information (SSI) access and vetting via the TSA. Applicants must successfully pass a federal background investigation if required.
• May require a U.S. Personal Security Clearance.
• Drug-free workplace; pre-employment and ongoing drug testing may be required.

Work Environment

Work environment varies and is typically wherever the customer is located, including airports, correctional facilities, courthouses, cruise ships, or other required sites.

Pay

Total compensation for this position ranges from $75,240 to $101,860 per year, determined by education, experience, knowledge, skills, and alignment with internal team and market data. This role also offers a competitive Business Profit Plan.

Benefits

• Comprehensive benefits package including medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off.
• Additional benefits tailored to lifestyle and wellbeing.

Schedule

Travel, overtime, and work hours outside of Monday-Friday may be required.