GMS Field Service Technician

1 month ago

Wilmington, United States Verrex Corporation Full time
Job DescriptionJob Description

POSITION: Field Service Technician

OBJECTIVE: Be a valuable Verrex Team Member as a Field Service Technician, providing onsite technical expertise, to enable Verrex to continue to be a leader in the Audio Visual Industry.

HOURS: Monday - Friday, 8:00 AM – 4:30 PM - (30-minute lunch), and as needed.

COMPENSATION: Non-Exempt (Hourly) and benefits, subject to company policy

____________________________________________________________________________________

RESPONSIBILITIES

Service Delivery

  1. Provide telephone and onsite service and preventive maintenance visits for all Verrex customers, including Verrex Service Agreement Customers and Time and Materials Customers as assigned by Service Management
  2. Complete all service visits following instructions as indicated on work orders. Bring all questions regarding the scope of work, or all customer requests for tasks outside the current scope of work, to Service Department Management
  3. Work overtime as requested and as necessary to meet deadlines and customer demands.

Service and Support Administration

  1. Complete and submit all necessary written and electronic documentation for all service visits, including work orders, equipment lists, preventive maintenance checklists, repair forms, and follow-up emails. Submit copies of relevant documentation to the customer
  2. Assist the Service Team with documentation of open service items in the system of record. Take ownership of all open items assigned to you for resolution by performing any necessary technical research and communicating progress to the Service Team
  3. Take ownership of expediting equipment repairs in the field, including contacting manufacturers and repair houses for case / RMA information, filling out all Verrex paperwork, and setting proper expectations with customers regarding equipment turnaround time
  4. Perform mark-ups of onsite as-built drawings as equipment changes and modifications are made. Bring back markups to Verrex Operations Manager for processing, and return updated drawings to customers
  5. Assist fellow technicians by providing installation/troubleshooting guidance

Sales, Customer Service and Relationship Management

  1. Communicate arrival and departure times to both customers and the Verrex Service Team. Follow-up proactively in the event of delayed arrivals
  2. Promote Verrex 220 (Time and Materials) services for all out-of-scope work. Promptly bring potential sales leads to the attention of Sales and the Service Team immediately
  3. Develop and maintain strong professional relationships with existing Service Agreement Customers
  4. Notify Service Management of all customer feedback, and highlight potential service issues

Verrex-Furnished Vehicle, Tools and Equipment
  1. Operate Verrex-supplied vehicle for travel to and from Verrex offices, customer sites, and training locations as required, following all applicable traffic laws
  2. Maintain vehicle following Verrex Fleet Guidelines. Promptly notify Fleet Management of all vehicle service needs or issues
  3. Maintain vehicle stock of all required tools and supplies. Promptly request equipment that needs to be ordered or restocked.
  4. Maintain personal stock of Verrex and user-furnished tools and supplies

Knowledge and Training

  1. Maintain CTS Certification
  2. Attend all Verrex-sponsored training days
  3. Attend all offsite manufacturer and equipment-specific training as dictated
  4. Maintain/expand industry knowledge through all Verrex-approved media as dictated by job and customer demands
  5. Understand the principles of building and maintaining audiovisual systems, utilizing appropriate reference materials
  6. Understand how to use all tools as necessary to fabricate and field-engineer solutions

General Policy and Best Practices

  1. Check Verrex Schedule Board nightly to receive the next day’s work assignments
  2. Adhere to Verrex dress code whenever on a customer job site or in a Verrex office
  3. Keep work areas safe, clean, and organized
  4. Submit timesheets daily

EMPLOYEE HANDBOOK

Please refer to the Verrex Employee Handbook for company policies on such issues as employment wages, salary, benefits, services, employee communications, safety, health, standards of conduct, and corrective action.

Verrex Management may revise this job description at any given time.

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