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Field Service Representative

1 month ago

Fayetteville, United States Zobility Full time
Job DescriptionJob Description

Location: Fayetteville, NC
Position: 6 month contract with possible extension/conversion to FTE

Title: OSKJP00001733 - Field Service Representative

Position Overview:

  • Seeking an experienced and detailed oriented Field Service Representative (FSR) to work closely with a talented cross-functional engineering and manufacturing team on the execution of low-volume production programs.
  • We are looking for an enthusiastic self-starter that can deliver the highest level of customer service experience while contributing to the development of a small team of two to ten people.
  • Our goal is to drive service success that improves customer satisfaction, maximizes customer retention, and increases profitability.
  • Reporting to the Lead FSR while directly supporting the Product Engineering Team, you will be working with a highly energetic team focused on fast-paced product development and unsurpassed quality.
  • Typical Defense Products may include items such as vehicle upfit kits, mobility enhancement components, weapon system components and integration kits, radar/surveillance systems, security systems, defense platforms, Counter-UAV solutions, autonomous target systems, robotic platforms, and advanced military vehicles.
  • Effective collaboration and communications with customers, suppliers, engineering, purchasing, quality, manufacturing, and sales is critical to being successful in this position.

Essential Duties And Responsibilities:

  • Supports the installation, maintenance, operation, troubleshooting, repair, and customer training of Client products at customer locations, military bases, and training/test sites
  • Assist the development and creation of Client technical manuals, work instructions and service manuals
  • Possess intimate knowledge of Client solutions in order to support customers, both remotely and in the field
  • Inform customers about the use of the Client products through formal or informal training, including maintaining user documentation that may include service and maintenance manuals
  • Translate customers' needs into potential improvements to the platform, by presenting information to the design teams about customer usage and interaction
  • Assist all Design for Serviceability activities early in the product life cycle
  • Provide build/assembly support during the prototype, pilot, and production phases
  • Assist in the growth of the Client FSR team and their associated capabilities
  • Perform inspection, repair, and troubleshooting tasks on multiple platform vehicles
  • Document in-field issues and report to engineering team
  • Help establish a preventative maintenance schedule to be carried out regularly by customers
  • Provide input for escalation of difficult-to-solve problems to the designated technical support group
  • Operate and maintain robotic vehicles in support of development and training activities
  • Assure that all customers' problems are handled with a minimum delay and within the allotted time

Essential Knowledge And Skills:

  • Ability to clearly communicate technical information, both verbally and in writing
  • Able to perform in a dynamic and fast paced environment
  • Ability to troubleshoot and problem-solve in a logical methodical manner
  • Establish and maintain a positive customer interaction experience
  • Ability to interface with multiple departments to accomplish tasks
  • Self-motivated with the ability to manage his/her own workload to achieve deadlines
  • Ability to use common power tools, hand tools, multi-meters etc. to service products and troubleshoot problems.
  • Ability to work from technical manuals, work instructions, work orders and follow-up of historic troubleshooter findings and notes
  • Design for Serviceability experience
  • Strong understanding of engineering fundamentals and principles

Desired Specialized Skills And Knowledge:

  • Ability to use all types of power tools, lifting devices, carrying or support equipment, including safe use of slings and chains
  • Able to demonstrate proficient computer skills and use of MS Office programs
  • Able to prepare written technical reports
  • Demonstrated professionalism and ability to interact with all levels of employees and customers
  • High-Voltage, Autonomous, & By-wire Systems experience
  • Experience with military or robotic vehicle systems and sub-systems
  • Electrical and hybrid vehicle systems experience
  • Experience working on military bases/ranges and with military personnel
  • CDL license is desirable but not required

Education / Certification / Years of Experience:

  • Must have a high school diploma
  • 5+ years of experience in roles with increasing responsibility that include assisting the technical and operations teams.
  • Experience in technology-driven field service is a critical core competency and is an important asset for this position
  • Must have a valid driver's license with ability to acquire a U.S. passport
  • Must have the ability to obtain and maintain a US Security Clearance
  • Technical degree or Certification from a vocational school or other recognized source such as a military service-related Advanced Individual Training preferred

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