Technical Field Service Specialist

1 week ago


Tacoma, Washington, United States Ipsen International Full time

Ipsen International is a leader in innovative heat treatment systems and advanced process technology.

We offer an exceptional benefit plan, including a competitive salary range of $90,000 - $130,000 per year, depending on experience, plus a generous 401(k) plan with company match, paid time off, and bonus potential up to 20% of base salary.

Job Summary:

This role involves coordinating assignments under the direction of the Regional Service Manager. Key responsibilities include installing and starting new customer equipment, upgrading existing equipment, troubleshooting technical issues, performing scheduled maintenance, and calibration services.

Key Responsibilities:
  • Installation and Upgrades: Installs and starts up new equipment or modifies existing equipment at customer facilities to ensure proper operational functionality according to specifications and scope of work outlined in sales orders or field service work instructions.
  • Troubleshooting: Provides on-site technical assistance for equipment repair, reviews equipment reports and documentation from customers and other field representatives to aid in troubleshooting equipment faults, then tests and inspects equipment to determine root causes of malfunctions.
  • Analysis and Recommendations: Analyzes results and makes recommendations for repair or replacement of faulty components or other corrective actions.
  • Problem-Solving: Coordinates problem-solving activities through central support structures, including Tech Support, AMS Parts group, engineering, or customer service managers, to expedite required repairs.
  • Record Keeping: Maintains records of customer site visits and detail service reports of work performed on equipment, reporting to the RSM and service administrator on a weekly basis.
  • Trend Analysis: Analyzes reports of technical problems to determine trends of faulty designs and recommends modifications to eliminate recurring problems.
  • Communication: Serves as a communication link between customers and the RSM to ensure expedient and quality service.
  • Project Management: Upon assignment of new projects, reviews project scope of supply and budget allowance, working within allocated parameters and reporting any issues to the RSM immediately.
  • Courtesy Visits: During slow or open time, schedules courtesy customer visits to inspect equipment and advise customers on potential service needs.
  • Training: Develops and conducts customer training on equipment in a safe manner, covering both equipment and related components.


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