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Senior Field Service Technician II

3 months ago

Chicago, United States Luminator Technology Group Full time
Job DescriptionJob Description

Luminator Technology Group is a global leader in technology solutions that increase intelligence, safety, and efficiency for public transit operations. Delivering a universal portfolio of hardware and software solutions through well-known and well-established regional organizations, Luminator is a global company with a small-enterprise approach and commitment to customer success, serving customers in more than 85 countries, and employing nearly 1,000 people worldwide. We are a leading innovator in the design and manufacturing of communications and lighting products for more than 90 years in transit, rail, and aerospace industries.

Luminator is seeking to fill our full-time Senior Field Service Technician II role to join our growing and dynamic Field Service team where you will be an integral part of the team by providing valuable input as we work toward assessing and implementing goals and mission of the department and Luminator.

The Senior Field Service Technician II will serve as a Subject Matter Expert in support of the installation, maintenance, and repair for all Luminator’s products to deliver am exceptional customer service experience. This role will advance the company’s technical resources through providing hands on technical services where needed as well as training other technicians that will result in the increase our field’s technical abilities. The position will also be the face for implementation and installation of products across Luminator’s customer base and will require regular travel to customer locations. The goal is to drive service success that improves customer satisfaction, maximizes customer retention, and increases profitability.

Why Work at Luminator?

Luminator fosters a collaborative work environment that encourages creativity, personal growth, and professional development. We offer a competitive total compensation package, a generous vacation and sick leave plan, plus 10 paid company holidays, and 2 floating holidays. Luminator offers a wide range of benefits, including healthcare, dental, vision, and 401k options. With a commitment to excellence, our company offers the opportunity to make a meaningful impact in a vibrant and supportive workplace, ensuring your career flourishes as our organization grows.

ESSENTIAL FUNCTIONS:

The successful candidate will have the ability to challenge the organization effectively, resolve problems, and willing to provide a hands-on approach in finding solutions. To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations are available to qualified individuals with disabilities in performing the essential functions.

  • Serve as a Subject Matter Expert (SME) and maintain Luminator’s hardware and software and handle customer questions about the state of the system.
  • Implement and install new equipment on site with customers, providing them on-site training and support.
  • Sustain proficiency in all products and services that the company offers. This includes staying current with installation standard methodologies, equipment protocol, and safety guidelines.
  • Provide on-site pre-start-up, start-up, contracted service work, warranty, troubleshooting, and training of Luminator products, and ensure equipment is operational and free of defects.
  • Diagnose errors or technical problems and determine proper solutions on equipment.
  • Accurately document the work that is performed at a customer facility. Professionally document work completed on periodic preventive maintenance as well as intermittent corrective maintenance tasks.
  • Handle customer service-related issues while fostering the customer relationship and working to solve technical problems on site.
  • Deal directly with and communicate effectively with plant operators, plant management, 3rd party vendors and other Luminator personnel in support of service operations.
  • Will advance training content for the Luminator products and systems, supporting technical staff development.
  • Develop and provide hands-on training courses at operations as required, specific to the equipment types and local needs.
  • Troubleshoot and repair equipment applying own technical knowledge and experience to resolve problems.
  • Serve as a mentor to train and develop future Sr Field Service Technicians.
  • Accurately document the work that is performed at a customer. Professionally document work completed on periodic preventive maintenance as well as intermittent corrective maintenance tasks.
  • Review product prints and specifications.
  • When required, play an active role in various projects such as upgrades, new installations, or new functionality for customers.
  • Work with site management to review and ensure the product(s) are installed to specifications.
  • Coordinate work with other groups to ensure meeting commitments.
  • Document processes.
  • Operate vehicles in a safe manner and use field systems appropriately.
  • Follow all company’s filed procedures and protocols.
  • Cooperate with technical team and share information across the organization.
  • Identify Opportunities for Process Improvement.
  • Build positive relationships with customers.
  • Perform all other duties as assigned by management in a professional and efficient manner.

QUALIFICATIONS:

The Senior Field Service Technician II will be an experienced, operationally oriented professional who can successfully lead as a very hands-on Senior Field Service Technician II to scale for additional growth and maximize potential.

This professional will possess:

  • Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Knowledge of business principles involved in strategic planning, repair techniques, production methods, and coordination of people and resources.
  • Knowledge of policies, procedures, and transit systems.
  • Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Clean DMV record and valid Driver License.
  • OSHA training preferred.
  • Exceptional organization and time management skills.
  • Driven, self-starter with a sense of urgency and customer focus.
  • Ability to adjust to changing priorities, and at times work under pressure.
  • Ability to accurately read, interpret, and apply management and corporate direction using general concepts and methodologies.
  • Demonstrated knowledge of service contracts.
  • Demonstrated ability to show and or train a co-worker on a technical problem or issue.
  • Proficiency with Microsoft Office applications preferred.
  • 4+ years of prior field service experience in supporting technical or engineering services required, or Military experience in electronics programs may be considered equivalent to this typical qualification.
  • HS diploma or equivalent required, Associate’s or Bachelor’s degree preferred.

ADDITIONAL PRIORITIES: 

The Field Service Implementation Specialist will prioritize and broadly execute the following:

  • Ability to communicate, both orally and in writing, complex technical issues in a clear, concise matter, to individuals with little or no technical background.
  • Ability to take initiative by identifying problems, conceptualizing resolutions, and implementing change along with having attention to detail skills.
  • Ability to maintain electronic equipment.
  • Ability to review technical documents to plan work.
  • Ability to confer with other personnel to resolve operational issues.
  • Ability to prioritize and manage projects to ensure all deadlines are met is essential.
  • Ability to work independently and meet deadlines in a fast-paced team environment.
  • Ability to work efficiently and accurately with details and fluctuating work volumes.

PHYSICAL DEMANDS

Physical Demands
  • Requires ability to walk, climb, stand, carry materials, stoop, kneel, bend at waist.
  • Maximum unassisted lift is up to 40 lbs. Average lift less than 20 lbs.
  • The job is typically performed under comfortable working conditions; any disagreeable elements are generally absent during the normal performance of the job.
  • Compliance with company attendance standard.
  • The noise level in the work environment is usually moderate.



Luminator Technology Group intends to provide a safe and drug-free work environment for our customers and our employees, as a condition of employment Luminator Technology Group will require a negative drug screen as a pre-employment process due to working on or with federal contracts.

It is the policy of Luminator to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Luminator prohibits any such discrimination or harassment.

The above described responsibilities and requirements are a general guide for the role you are applying for and are not all inclusive of the job requirements.

Luminator Technology Group does not accept staffing agency candidates for our postings.

All positions posted are required to be in office unless otherwise posted.

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