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Field Service Technician

3 months ago

Westford, United States Symetrica Full time

Company Summary

Symetrica is a global leader in radiation detection and identification, providing advanced technology solutions for real world challenges. The range of detectors, from handheld devices to mobile solutions and portal monitors, serve customs and border protection, law enforcement and military, emergency services and first responders. Users benefit from the most operationally effective multi-layered radiation detection and identification systems. For the last 18+ years, Symetrica has produced a wide breadth of best-in-class radiation detection solutions. More recently the company has experienced rapid growth (+25%) as the company has introduced new products and solutions and additionally has scaled the leadership of the commercial teams. The company has a dedicated, specialist staff and manufacturing plants in Westford (MA) and Southampton (UK) for the design, manufacture and support of its product range. 


Job Summary 

The Field Service Technician (FST) will be the first point of contact for our customers, providing expert technical support and troubleshooting assistance for our radiation detection systems. This includes to handling all service calls and tickets, third line remote support to Symetrica service contract customers and site visits to support contract customer technical staff as needed. The FST shall be trained to support level 4 fault finding, diagnostics and repair to, initially the Symetrica RPM range and following on to other product ranges. 

 

Your role is critical in ensuring customer satisfaction and the optimal performance of our products. This position requires strong technical skills, excellent communication abilities, and a customer-focused approach. The ideal candidate is a problem-solver, has the ability to work independently, and has a proven track record of successfully building and managing a fully satisfied customer base. 


Responsibilities 

Technical Support – Customer Service 

  • Works directly with customers and partners to support the installed base of Symetrica RPM products, resolving issues remotely and on site, improving performance metrics and reliability. 
  • Works with a sense of urgency to continually improve service levels and customer satisfaction. 
  • Monitors and manages service helpdesk, ticketing and support system. 
  • Resolves service calls escalated from a 1st Line Triage, Call Center Teams or from regional service managers or partners. 
  • Provides remote support to end users via VPN / Remote access software tools. 
  • Assists with RMA processes and in house repairs as needed. 
  • Follows up with dissatisfied customers to ensure issues are resolved and the customers are satisfied. 
  • Engages other departments as necessary to resolve assigned escalations. Facilitates the smooth transition of such issues to these departments and follows up to close out escalation cases. 

Technical Training  

  • Collaborates with Symetrica’s global training team to produce and validate training materials. 
  • Assists in delivery of technical training where required. 

Installation Assistance 

  • Provides expert planning and on-site assistance to the Global Service Organization and distributors for installations, commissioning and customer acceptance testing. 

Product Line Support 

  • Primary Objective - Rad Nuc Detection Portals (Road and Rail). 
  • Secondary Option - Rad Nuc detection handhelds and wearables. 

 

Required Qualifications 

  • A minimum of an associate’s degree is required. Bachelor’s degree in engineering or relatable study preferred. 
  • A minimum of 2 years' previous work experience providing Domestic and/or International Technical Support. 
  • Technical Experience in cutting edge security scanning and integrated/networked systems as well as other technologies. 
  • Excellent communication and professional presentation skills. 
  • Able to obtain standard security access to customer facilities – US Security Clearance 
  • Highly proficient with the use of Linux, MS Window, Office and Mobile Apps & networking. 

 

Desirable Qualifications 

  • Previous experience with high specification security detection equipment and end users. 
  • Previous experience with Quality Processes.  
  • 6-sigma qualification (green/black belt) or equivalent experience in Root Cause Investigative Processes. 

 

Physical Requirements 

  • Travel >50% of the time with variable notice. 
  • Prolonged periods sitting at a desk and working on a computer. 
  • Must be able to lift up to 15 pounds at times.