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Field Service Technician

1 month ago

Fayetteville, United States Software Guidance and Assistance, Inc. Full time

Software Guidance & Assistance, Inc., (SGA), is searching for a Field Service Technician with one of our premier clients in Fayetteville, NC .

POSITION OVERVIEW:
We are 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. The explosive growth experienced at our client has resulted in this opportunity to develop and grow their team focused on tactical, combat, robotic, and vehicle integration programs. Depending on the blend of talent, skills and experience, the ideal candidate will have the capability to continue the evolution of this department. Reporting to the Lead 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.

Top qualifications:

  • bility to use all types of power tools, lifting devices, carrying or support equipment, including safe use of slings and chains
  • ble to demonstrate proficient computer skills and use of MS Office programs
  • ble 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
What is preferred but not required?
  • Class A CDL driver License
  • Experience towing trailers
  • bility to acquire a CDL
ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Supports the installation, maintenance, operation, troubleshooting, repair, and
    customer training of products at customer locations, military bases, and
    training/test sites
  • ssist the development and creation of technical manuals, work instructions,
    nd service manuals
  • Possess intimate knowledge of solutions to support customers,
    both remotely and in the field
  • Inform customers about the use of the 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
  • ssist all Design for Serviceability activities early in the product life cycle
  • Provide build/assembly support during the prototype, pilot, and production phases
  • ssist in the growth of the 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
  • ssure that all customers' problems are handled with a minimum delay and within the llotted time
ESSENTIAL KNOWLEDGE AND SKILLS:
  • bility to clearly communicate technical information, both verbally and in writing
  • ble to perform in a dynamic and fast paced environment
  • bility to troubleshoot and problem-solve in a logical methodical manner
  • Establish and maintain a positive customer interaction experience
  • bility to interface with multiple departments to accomplish tasks
  • Self-motivated with the ability to manage his/her own workload to achieve deadlines
  • bility to use common power tools, hand tools, multi-meters etc. to service products nd troubleshoot problems.
  • bility 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:
  • bility to use all types of power tools, lifting devices, carrying or support equipment,
    including safe use of slings and chains
  • ble to demonstrate proficient computer skills and use of MS Office programs
  • ble 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 diplom
  • 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
WORK ENVIRONMENT:
  • Fast-paced environment with minimal supervision
  • Work is often performed in a variety of work environments including a typical interior office environment, shop environment, customer worksite, and outdoor test facilities
  • Work around products may involve exposure to extreme temperatures, dirt,
    dust, loud noises, chemicals, high voltage systems, and heavy equipment / machinery
PHYSICAL DEMANDS:
  • bility to travel with and maneuver a travel kit weighing ~40 lbs.
  • bility to perform diagnostic and troubleshooting activities along with basic repairs on vehicles in a variety of work environments: workshops, outdoor test facilities, etc.
EXPECTED HOURS OF WORK:
  • Flexible working hours
  • 40-45 hours per week with occasional overtime
  • Extensive travel required