Field Technician (Client Services Tech)

Job Description

Job Description

Our key client is seeking a client services field service technician for technical support both by phone and onsite to their clients. This role provides moderately complex technical support and assistance to clients. Critical to the role is your ability to quickly address and respond to customer service inquiries, including machinery installation, operational functions, troubleshooting, and maintenance. Provides customers with preventative maintenance and configuration recommendations to ensure optimal usability, performance, and customer satisfaction.

Summary:

We’re looking for someone who has a passion for working with electrical and mechanical systems, enjoys problem-solving, and thrives in an environment that values energy, independence, and teamwork. The role is based in the NW suburbs (onsite 3 days/week) with light travel (~15%). It’s a great fit for someone who loves rolling up their sleeves, keeping things running smoothly, and working with a team that’s grounded, collaborative, and customer-focused.

• Respond with a positive attitude to all customer correspondence and voicemails within established Service Levels for the call center.
• Demonstrate very high levels of organization, follow-up, and timeliness in all forms of internal and external responsiveness.
• Follow and create processes to ensure a smooth flow of business.
• Maintain the ability to prioritize service tickets based on urgency, need, customer type, etc.
• Record detailed information into a work order/service ticketing system for all calls/e-mails.
• Read, use, and share schematic diagrams to help provide general technical assistance.
• Research and escalate back-ordered parts, per policy to determine parts availability and expedite to customers.
• Work closely with Sales, Field Service, and Product Development to ensure issues are resolved.
• Assist in the process of accurate customer invoicing when related to billable parts or services.
• Maintain and help to develop effective process documentation and training programs

QUALIFICATIONS & EXPERIENCE
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• 3+ years of related previous work experience.
• Experience with tracking and attaining goals and objectives to meet business and profitability growth objectives.
• Ability to analyze, interpret, troubleshoot, problem solve, and also explain problems and solutions.
• Ability to follow through on job tasks to completion. Possess strong communication (both verbal and written), time management, customer service skills, and the ability to communicate information with others clearly and concisely.
• Ability to work in a fast-paced, deadline-driven, dynamic environment as the business grows and develops processes and procedures.
• Skilled in developing and maintaining excellent working relationships with all appropriate levels within and outside the company to promote sales results.
• Proficient in reading, using, and sharing schematic diagrams to aid in technical guidance.
• Demonstrated previous experience and ability with the Microsoft Standard Office Suite, with extensive use in Excel.
• Previous technical support of Electrical and/or mechanical-related machines and focused support of client services.
• Ability to travel (~5-15% of time) and work independently.
• Clean driving record (ability to travel into Canada).

For immediate consideration please send your resume, thank you!

Company DescriptionHealth-related organization with an entrepreneurial feel, ability to make an immediate impact as a strong team player.

Company Description

Health-related organization with an entrepreneurial feel, ability to make an immediate impact as a strong team player.