Field Service Rep III
Job Summary:
The Field Service Rep III provides OEM support and repair services for DMS equipment in the field. This role combines advanced technical expertise with independent problem-solving to diagnose, troubleshoot, install, and maintain complex systems at customer sites. The Field Service Rep III works directly with customers to ensure equipment performance and reliability while delivering a high level of service and technical guidance. In addition to hands-on service responsibilities, this position is expected to operate with a high degree of autonomy, apply system-level knowledge to resolve issues, and support or mentor junior technicians as needed.
Accountabilities:
Provides mechanical, electrical, and supervisory services to assemble, install, repair, overhaul and maintain company products in accordance with prescribed tolerances and according to established procedures.
Standards:
Coordinates, performs, and supervises assembly, installation, repair and maintenance of company products in the field and shop.
Provides expert technical guidance and support to field service team, ensuring adherence to quality standards and processes.
Accomplish major field repairs, inspections, tests, and troubleshooting and assure performance in accordance with work standards
Utilizes technical information, repair specifications and procedures to accomplish requirements
Apply problem-solving methods to identify root causes and diagnose repair and replacement needs.
Resolve service complications to customer’s satisfaction within standards of specifications of equipment to assure safe and reliable operations of equipment.
Prepare and submit complete service reports and QA documentation on each project. Document actions taken or needed and make recommendations to customers and internal management regarding improvement opportunities
Perform on-site investigation of warranty claims to assess validity of claims.
Provide technical leadership guidance and planning assistance to customers.
Project positive image of company and products.
Maintains personal skill levels and continually develops new skills to maintain proficiency with new and evolving products.
Training of company or customer personnel on applicable company products
Ability to travel and perform work on an unlimited/unrestricted basis worldwide.
Provide regional sales organization with recommendations regarding customer needs for repair parts, service and upgrades.
Standards:
Maintain close relationship with customers, ships engineers, and port engineers fostering strong customer relationships.
Solicits parts and service business and forwards requests to sales personnel.
Maintains personal skill levels and continually develops new skills to maintain proficiency with new and evolving products.
Development Responsibilities:
Ensures continuous improvement methods and instructs customer personnel in proper assembly service, installation and repairs of company products.
Ensures methods and techniques to company personnel for product improvements or repair and service improvements.
Ensures compliance with health, safety, and environmental regulations and processes during service activities
Ensures that documentation is complete and that information is completely communicated to Management, Sales, Operations and Contract Management as required to assure that all requirements are fulfilled on time and within budget.
Maintains computer skills to effectively communicate from remote locations with management, staff, and customers via email, word processing, spreadsheets and databases.
Resolves workplace conflicts as necessary. Adheres to work place safety, security and housekeeping standards.
Interfaces with customers and suppliers on a daily basis and promotes the positive image of the corporation.
Submits appropriate business expense and travel information in form in accordance with establish procedures and policies.
Teamwork and Leadership: Coordinates, plans, and prioritizes activities of service projects to ensure timely delivery.
Professional Skills:
Ability to read and interpret engineering drawings
Knowledge and skill in using computer software, including Excel, MS Word and PowerPoint
Interpersonal, presentation and communication skills
Accountabilities:
Perform the job according to DMS standards and according to the procedures as defined by the product company
Execute the job in the most efficient and effective manner
Perform the job within budget and on schedule.
Daily Activities:
Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
Guiding, Directing, and Motivating Subordinates — Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
Repairing and Maintaining Mechanical Equipment — Servicing, repairing, adjusting, and testing machines, devices, moving parts, and equipment that operate primarily on the basis of mechanical principles.
Monitoring Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
Skills:
Equipment Maintenance — Performing routine maintenance on equipment and determining when and what kind of maintenance is needed.
Repairing — Repairing machines or systems using the needed tools.
Troubleshooting — Determining causes of operating errors and deciding what to do about it.
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
General Knowledge:
Mechanical — Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
Production and Processing — Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.
Repairing and Maintaining Mechanical Equipment — Knowledge of servicing, repairing, adjusting, and testing machines, devices, moving parts, and equipment that operate primarily on the basis of mechanical principles.
Working Style:
Attention to Detail — A tendency to be detail-oriented, organized, and thorough in completing work.
Dependability — A tendency to be reliable, responsible, and consistent in meeting work-related obligations.
Education and Experience:
A.S. in engineering or marine technical area or 10+ years prior experience in an engineering field.
Experience working at or with a FOCI-mitigated company, including experience operating under a Special Security Agreement.
Comfort interacting at all levels of the organization and strong interpersonal, presentation and communication skills.
Ability to receive and maintain a DOD Security Clearance
DOD Security Clearance
This position may require the ability to obtain and maintain a security clearance, as determined by business needs.
American With Disabilities Specifications – General Requirements of Employment
Physical Demands: The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform basic functions. While performing the duties of this job, the employee is occasionally required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls, reach with hands and arms, climb stairs; balance, stoop, kneel, crouch or crawl, talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities may be required by the job to include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment: The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform basic functions. While performing the duties of this job, the employee may be exposed to weather conditions. The noise level in the work environment is usually moderate.
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