Customer Service Technician

3 weeks ago

Schertz, United States FarrWest Full time
Position Summary:The Customer Service Technician is responsible for briefing customers on new product & service capabilities while visiting customers on-site to maintain and repair, air & water detection equipment for Fire, Hazmat, Police, State and local Agencies and Engineering firms.  The CST serves as the functional expert and facilitates sales quotes and service requests to provide their assigned customers with a comprehensive solution. When not traveling to the customer locations, they will be working from the central office to repair and maintain the equipment and following up on requests for new product & service quotes and information. If you would like to be part of a stable and growing 20yro company supporting our First Responder communities, enjoy working with Fire, Hazmat, and Police daily and working with the Environmental Engineering industry, while traveling the greater southwest, this would be an exciting opportunity for you with competitive pay and lots of opportunity for various roles and career development.  There is on-the-job training for those with mechanical/digital skills looking to work in a customer centric company. Job Responsibilities:
  • Dissemble and reassemble various brands & types of digital air/water detection equipment while performing routine maintenance, diagnosis & repairs on-site at fire stations, military bases, or regional environmental engineering stations.
  • Over time, gain an understanding of the CBRNE (Chemical, Biological, Radiological, Nuclear, Explosives) industry and serve as the functional expert to the assigned customer base with the ability to suggest other company products & services beneficial to the customer's operations.
  • Perform routine maintenance and repairs on high tech equipment such as airborne drones and robotic quadrupeds.
  • Document equipment calibrations, diagnosis, and repairs and upload to company system.
  • With on-the-job training, be able to answer questions and instruct users on functional use of equipment.
  • Communicate & manage scheduled maintenance visits to customer locations.
  • Develop, maintain, and grow relationships with customer sponsors/champions in the First Responder industry and community.
  • Resolve customer issues and complaints effectively and efficiently.
  • Contribute to team goals and initiatives to improve customer satisfaction and retention.
  • Upsell products and services to customers when appropriate in meeting the customer’s needs.
  • Always maintaining a positive and professional attitude while ensuring loyalty from your assigned customer base. 
  • Be seen as an industry functional expert capable of providing on-site immediate guidance and solutions to customer needs.
  • Always taking the initiative to increase your products & services knowledge.

Job Requirements:
  • Develop a strong rapport with First Responders and Engineers and the ability to carry on confident conversations in the field at the jobsite.
  • Passionate and dedicated to the absolute best in customer service no matter the task or level of supervision.
  • Respect and admiration for the First Responder and Engineering professionals.
  • Ability to work flexible hours and work around a changing schedule.
  • Work independently away from the central office with little supervision.
  • Must be able to travel a minimum of 4 days every other week.
  • Valid Texas driver’s license and a clear driving record.
  • Strong communication skills: actively listening to customers and communicating with them is a core responsibility.
  • Must be calm, methodical, and patient while dealing with difficult or frustrated customers.
  • Quickly and effectively identify problems and develop solutions for customers often in the field while on-site.
  • Be mechanically inclined, and fond of working with sensitive digital equipment.
  • Soft skills and tech savvy in working with company software systems for record keeping and workflow is very important.
  • Ability to assemble small parts, on delicate digital instrumentation.
  • Lifting objects up to 50 lbs.
  • Must be able to lift, squat, kneel, stoop, bend, lay down, twist, climb, stand, and sit for extended periods.
  • Good eyesight and color vision.
 This is a full-time position with lots of opportunity for on-the-job training and career development in an exciting and unique industry. EOE/All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

About FarrWest:

FarrWest, established in 2004, is a trusted provider of essential equipment, supplies, and training for environmental professionals and first responders. Specializing in environmental equipment and supplies, hazmat gear, and comprehensive training programs, we ensure our clients are equipped with the tools and knowledge to tackle any challenge effectively. Additionally, FarrWest excels in crafting custom vehicles tailored to the unique needs of first responders, environmental experts, and the construction industry. With a commitment to quality, innovation, and customer satisfaction, FarrWest is dedicated to supporting the safety and success of our clients across diverse sectors.

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