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Field Service Representative
1 month ago
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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