Product Service Technician
4 months ago
Eclipse Screening Technologies is a leading provider of advanced drug detection equipment specifically designed for use in correctional facilities. We are a lifeline to our customers creating another layer of defense against dangerous chemical threats. We are seeking a highly skilled, experienced, and motivated Field Service Technician to join our team and help grow our business through continued customer satisfaction. As a Field Service Technician, you will play a critical role in ensuring the effective installation, maintenance, and repair of our hyperspectral imaging drug detection product in correctional facilities across the United States. You will also provide remote and onsite technical support to customers as well as perform maintenance, upgrades, and periodic testing on in-house systems. This role provides an excellent opportunity for professional advancement as our business grows. This position requires technical expertise, strong problem-solving abilities, and the ability to provide excellent customer communication and service.
Essential Duties and Responsibilities
· Installation and Commissioning
o Perform pre-installation planning and logistics coordination.
o Conduct on-site installations of the products inside correctional facilities, ensuring adherence to established protocols, checklists, and safety guidelines.
o Perform device configuration, system integration, and functional testing to ensure proper operation.
o Provide training (remote and on-site) to correctional facility staff on the operation and maintenance of the products.
· Maintenance and Repair
o Document and track internal and external issues.
o Conduct routine preventive maintenance activities according to prescribed schedules.
o Diagnose and troubleshoot issues related to electro-mechanical optical systems and equipment malfunctions, utilizing advanced diagnostic tools and techniques and develop and execute a plan of action for resolution.
o Coordinate and execute repairs, replacements, or component upgrades as required, ensuring minimal downtime.
· Technical Support
o Serve as a technical point of contact for correctional facility staff and internal stakeholders, addressing inquiries and providing timely resolutions to technical issues.
o Collaborate with cross-functional teams, including product management and engineering, to escalate and resolve complex technical challenges.
· Documentation and Reporting
o Maintain accurate records of all service activities, including installation, maintenance, repairs, and customer interactions within a CRM.
o Prepare detailed service reports, documenting findings, actions taken, and recommendations for improvement.
o Provide regular updates to management on service activities, identifying trends, challenges, and opportunities for improvement.
o Create, maintain, and follow comprehensive documentation, including applicable processes, procedures, and work instructions for installation, service, and support activities.
· Quality Assurance
o Ensure compliance with quality standards, regulatory requirements, and safety guidelines during all service activities.
o Conduct thorough testing and validation of the products, ensuring they meet or exceed performance expectations, as needed.
o Provide insight into customer experiences and expectations and deliver feed back to the product team.
Education and Work Qualifications
· Education and Experience
o Bachelor’s or Associate’s degree in engineering, electronics, or science discipline.
o Previous experience working with technical products within the corrections market or similar equipment is highly desirable.
o Experience with Microsoft Product Suite and strong computer skills is a must.
o Must be able to pass a background check and drug screen to gain access to domestic correctional facilities.
· Technical Skills
o Proficiency in troubleshooting and repairing complex electronic and electro-mechanical systems.
o Strong knowledge of networking protocols, system integration, and software configurations.
o Proficiency with hand and power tools
o Basic knowledge of electrical circuits
o Familiarity with drug detection technologies and their operational principles.
o Experience with diagnostic tools, multimeters, oscilloscopes, and other testing equipment.
o Understanding of safety protocols and adherence to regulatory standards.
o Firm grasp of basic Hyperspectral Imaging and/or spectroscopy concepts and the ability to convey these concepts to the end-user.
o Must be able to read and understand CAD drawings and schematics.
· Analytical and Problem-Solving Abilities
o Ability to analyze complex technical issues, identify root causes, and propose effective solutions.
o Strong diagnostic and problem-solving skills, with meticulous attention to detail.
o Capacity to work independently and make sound decisions in high-pressure situations.
· Communication and Customer Service
o Excellent interpersonal and communication skills, both verbal and written.
o Ability to effectively communicate technical concepts to non-technical audiences.
o Exceptional customer service skills with a focus on building and maintaining strong relationships.
· Travel
o Willingness to travel frequently to correctional facilities nationwide up to 50% of working time.
o Ability to book and manage own travel arrangements per company travel policy
Physical Requirements
· Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
· Ability to maintain regular, punctual attendance consistent with the ADA and other federal, state, and local standards.
· Must be able to lift and carry up to 85 lbs.
· Must be able to sustain prolonged periods of standing or walking.
· Must have good manual dexterity, including the ability to use fingers, hands, and arms with precision and coordination.
· May involve bending, stooping, reaching, or climbing. Must have the ability to maneuver in different physical positions.
Must be able to talk, listen, and speak clearly on the telephone.
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