Field Service Technician

JOB DESCRIPTION

Field Service Technician

Purpose

To install, repair, upgrade, perform preventive maintenance, monitor performance, and provide technical/user training for Flowbird parking meters and related equipment. Be the main point of service contact with assigned customers and ensure that products and services are promoted accordingly.

Roles & Responsibilities

• Technical troubleshooting, testing, installation, and software upgrade projects for meters and related systems, including support to other technicians and customers.
• Handle customer calls and initial qualification of issues by various communications media with limited supervision.
• Conduct service calls on meters to troubleshoot issues towards diagnosis and resolution.
• Provide excellent customer service and care of equipment to ensure customer satisfaction.
• Ensure all parts and items required are available prior to a site visit to avoid unnecessary travel.
• Validate correct functionality of equipment to ensure safe and continuous operation.
• Maintain a spreadsheet of assigned customers indicating the assigned tier, dates when monitoring was performed, and an overall health assessment.
• Develop action plan to address outstanding issues raised from monitoring.
• Serve as Flowbird’s subject matter expert for all meter programs, processes, and procedures; provide training and support to new customers and technicians as needed.
• Follow up with open service tickets on a daily basis to ensure issue resolution; ensure service tickets are updated for billing purposes.
• Ensure preventative maintenance schedules are observed for all contractual obligations.
• Ensure that all repair data is correctly transferred to the database upon completion of an intervention; escalate bug reports and verified quality deviations within Flowbird.
• Maintain service vehicle, inventory, and equipment; manage and control sufficient stock (spares) to maintain the product within the area of operations.
• Approximately twice per year, spend one week at the main office assisting the Help Desk, acquiring advanced technical training.
• Regularly update and maintain technical documentation used to perform basic tasks, (maintenance manuals, spare parts catalogues etc.).
• Propose procedural and product improvements relating to the repair process and preventative maintenance.
• Observe all rules relating to health, safety, security, and risk management.

Reviewed and Revised 02.2021

Physical Demands

• Moderate physical activity performing somewhat strenuous daily activities of a primarily production/technical nature, including lifting up to 50 pounds.
• Outdoors, exposed to changing weather conditions (i.e., rain, sun, snow, wind, etc.).
• Manual dexterity sufficient to reach/handle items, works with the fingers, and perceives attributes of objects and materials.
• Operate a motor vehicle as required.

Education and Experience

• Bachelor’s degree in Engineering
• Minimum 3 years’ experience in installing, troubleshooting, and repairing pay stations for Transit and On-Street parking equipment using internet compatibility, etc.
• Proven communication skills handling customers, in introducing and training on equipment as well as emergency situations
• Experience in field service operations

Fundamental abilities:

Thought process:

• Investigate the root causes of failures
• Compile a proposal for a technical solution if necessary with guidance from the support team.
• Validate the solution.
• Be precise in all actions.
• Able to make basic decisions.

Inter-actions & relationship:

• Able to work autonomously with a minimum of support from technical or management personnel.
• Maintain a good relationship with the customer despite any difficulties associated with the product.
• Listen to customer needs.
• Be pro-active when dealing directly with the customer.
• Be responsible for the Flowbird image when meeting the customer.

Travel:

• Travel frequently to customer sites.
• Work remotely and autonomously.
• Schedule intervention in accordance with contractual commitments, taking into account traffic constraints, customer, and equipment availability.
• Be prepared to work and travel outside of the main geographical region of operation.
• Maintain a full driving license within the operating region.

Skills required:

Primary knowledge:

Reviewed and Revised 02.2021

• Respond to a customer request, perform the analysis and decide the action required (in agreement with the direct manager).
• Repair in compliance with internal established procedures and methodology.
• Manage activities depending on importance, be able to set up priorities.
• Communicate effectively with the customers and keep them informed before, during, and after any intervention, even in difficult situations.
• Communicate regularly with the direct manager.
• Communicate with all team members and share valuable experience.
• Good oral and written communications skills.
• Be a confident driver in various situations and conditions.

Technical skills (languages, technical practices, laws…):

• Electro-mechanical skills (assembling, disassembling, hand & power tools)
• Technical and functional knowledge related to Flowbird products and systems.
• Knowledge related to repair processes, troubleshooting, and fault finding.
• Ability to troubleshoot communication problems between machines and servers.
• Ability to exchange information.
• Ability to work autonomously.
• Ability to work under pressure.
• Ability for self-learning and an understanding of product evolution.
• Knowledge relating to internal procedures.
• Knowledge relating to HSE legislation.
• Computer literate.

Reports to

Field Service Manager

Reviewed and Revised 02.2021

Job Type: Full-time

Pay: $22.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

License/Certification:

• Driver's License (Preferred)

Willingness to travel:

• 100% (Preferred)

Work Location: On the road