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Field Service Tech

4 months ago

Monrovia, California, United States Webasto Full time

Webasto is looking for a Field Service Technician to help support our rapidly growing charging division.

POSITION SUMMARY

Customer Relationship

    • Perform routine customer visits and system inspections in assigned region
    • Perform periodic data download and analysis
    • Coordinate and provide field service response and follow up
    • Maintain customer data base information for assigned region

Installation Support

    • Coordinate fieldwork for charger installation
    • Provide technical support for truck and battery modifications
    • Conduct final system inspection and provide completed installation checklist for verification
    • Provide system startup and configuration process
    • Provide customer support for operator training
    • Perform 30 day data download to insure application is functioning as designed

Service Network Support

    • Perform routine dealer visits to review service performance and customer feedback in assigned region
    • Provide technical training and support to the dealer network in assigned region
    • Insure dealer service technicians maintain charger certification
    • Maintain dealer data base information for assigned region (how many technicians and what is the skill level)
    • Logistics support (spare parts requirements)

Technical Support

  • Perform routine service on Webasto Powered Equipment (PosiCharge Industrial Charging / EV Chargers) as needed.
  • Other duties as assigned

ESSENTIAL FUNCTIONS

Essential duties and responsibilities may include, but are not limited to, the following:

Customer Relationships

  • Interact with customers via phone, email, in person in a classroom and/or onsite environment.
  • Perform routine customer visits and system inspections in assigned region
  • Perform periodic data download and analysis
  • Coordinate and provide field service response and follow up
  • Maintain customer data base information for assigned region
  • Charging and Battery Systems Installation, Service, and Repair Support
  • Coordinate or perform fieldwork for equipment installations
  • Provide support for Charging Systems vehicle and battery modifications
  • Conduct final system inspection and provide completed installation checklist for verification
  • Provide system commissioning, startup, and configuration process
  • Provide customer support for operator training
  • Perform 30-day data download to ensure application is functioning as designed when necessary

Position Description

  • Service Network Support
  • Perform routine dealer visits to review service performance and customer feedback in assigned region
  • Provide technical training and support to the dealer network in assigned region
  • Ensure dealer service technicians maintain charger certification
  • Maintain dealer data base information for assigned region (how many technicians and what is the skill level)
  • Logistics support (spare parts requirements)
  • Technical Support
  • Technical advisor/trainer/quality installer to customers as well as other departments within the company.
  • Answer customer calls, to provide assistance to the customer by problem-solving and using quality tactics to ensure that the customer is helped, as required. Logs and maintains all technical customer calls on company provided systems.
  • Participates in teams to define and analyze root-cause of product failures.
  • Evaluate and repair specific product(s), to ensure the quality of the product, as required.
  • Assists in the development of technical documentation and training material as needed.
  • Prepare and or execute training and installation materials as required and agreed with customer schedules, at the customer's facility or specified location or WTNA.
  • Other duties as assigned

Minimum Qualifications

Technical Skills

  • Basic knowledge of electronics and troubleshooting techniques
  • Working knowledge of DC, lead acid / Gel / Lithium etc. batteries in motive power applications
  • Working knowledge of AC electricity and distribution in a manufacturing environment
  • Personal computer skills for working with Excel spreadsheets, data download tools, word processing, and service tracking software

Personal Qualifications

  • Good written and verbal communication skills
  • Demonstrated experience working directly with customers
  • Good conflict resolution skills
  • Minimum 5 year's experience as field service technician or representative
  • Position requires up to 70% travel
  • Good credit references
  • Clean DMV record
  • No prior felony convictions
  • Helpful Education
  • Technical certification in electronics or electrical trades desired
  • Equivalent to the completion of high school is required. 2-Year Technical / Vocational School certificate
  • AA degree in technical or business course of study desired

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, work is primarily performed in both indoor and outdoor settings with extended periods at customer locations, or at a computer, on the telephone, sitting or standing. Outdoor working conditions will be required and are subject to external environment in which the employee working will be exposed.

Employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must regularly lift and/or move up to 100 pounds in order to move, lift and carry tools, products and materials.

Employee will be working in confined and tight spaces and must have the physical ability to have full working motion (above head, below feet, crouching, extending, etc.) Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Basic communication skills such as talking, seeing, and hearing are needed for frequent person-to-person contacts, and telephone usage.

WORK ENVIRONMENT

Work environment characteristics described here are representative of those that must be met by an

employee to successfully perform the essential functions of this job. Reasonable accommodations may be

made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is exposed to weather conditions as stated above. The

nature of the work has frequent interruptions; contact with the public and clients requires strong

communication skills. May be required to work beyond normal working hours and job requires up to 50%

travel.

The noise level in the work environment is usually moderate but could be extensive based on customer

location.

Webasto is an Equal Opportunity Employer. We do not discriminate against race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, marital status, veteran or military status, or any other legally protected status.