Field Service Technician

US-TX-Dallas
Job ID
2017-1481
Category
Technicians

Company Overview

Humanscale is the premier designer and manufacturer of ergonomic products that improve health and comfort at work. Our award-winning office products –seating, sit/stand desks, technology support and lighting – have led the industry in performance and simplicity for over 30 years

Overview

The Field Service Technician (FST) is responsible for inspecting, updating, and installing company product at the customer site on an as needed basis. The FST assists in maintaining solid customer relations through quality installations, excellent customer service, and superb problem-solving skills.   The FST works closely with sales and office personnel to ensure quality in their district.

 

The FST will demonstrate strong organizational, communication, technical, and customer service skills.   The FST will assure the customer’s needs are addressed in the best, most professional manner. The FST will handle requests, as described in the essential functions area, to ensure all needs are resolved both promptly and thoroughly.

 

The FST will remain current on all product knowledge including but not limited to standard installations, technical service bulletins, and warranty repairs.   The FSC will maintain expected service level agreements for all processes as outlined in Humanscale’s training modules, policies and procedures, and installation programs.

Responsibilities

  • Follow all company and customer safety rules, including maintaining a safe, clean and orderly work areas
  • Respond to all customer requests and complaints in a courteous and professional, and caring manner
  • Identify, analyze, and solve problems
  • Ensure that all customers feel they are a priority
  • Provide education to the customer
  • Maintain a clean, professional personal appearance at all times
  • Comprehensive knowledge of all existing and new Humanscale products
  • Conduct installations and warranty repairs for all existing and new Humanscale products
    Inventory management such as placing orders for stock, put stock away, and pull stock to stage for warranty or installation work
  • Demonstrate a positive attitude and a high level or personal credibility and integrity with dealer, customers, sales, management, and other co-workers
  • Excellent follow up skills
  • Document customer work performed and maintain excellent records
  • Adheres to Humanscale procedures and standard operating processes
  • Communicates effectively verbally and in writing
  • Effectively work with the local sales and office teams on special projects (i.e. resolving field challenges, training, etc.
  • Attend all company training and meetings as scheduled by the Sales Support Coordinators, Specialists, or Manager
  • Complete reporting as assigned
  • Demonstrates the ability to work under pressure
  • Manage time, workflow, and priorities to accomplish goals
  • Perform at a high level of accuracy and productivity without sacrificing quality
  • Maintain a balance between company policy and customer benefit in decision making. Handle issues in the best interest of both the customer and the company
  • Well versed on all installation techniques able to provide feedback to various areas within Humanscale such as Quality, Shipping, Sales, Operations, etc.
  • Quickly incorporate all new processes and knowledge into daily workflows
  • Share information not only with peer teams but also with the leadership team to facilitate effortless and transparent experiences
  • When communicating challenges present possible solutions
  • When resolving issues ensure that actions are creating mutually beneficial financial outcomes for the customer and Humanscale
  • Resolve issues to not only address the immediate issue but also incorporate resolutions at a root cause level
  • Highly organized to handle all day to day transactions and ensure all customer needs are fully addressed within expected time frames
  • Perform large, strategic installation projects, acting as liaison between the customer, dealer, sales, administrators, and operations personnel
  • May be Involved in large escalations, including calls with the customer, and answer any questions that may arise

Qualifications

  • Two years customer facing installation/technical experience
  • Must meet all Field Support Coordinator qualifications
  • Effective communication skills
  • Essential to possess strong time-management and organizational skills
  • Ability to prioritize own workloads as well as others
  • Robust documentations skills
  • Ability to remain focused with interruptions and move back to task quickly
  • Ability to summarize a lot of information into a few bullet points
  • Ability to pay for gas, parking, and parking meters for reimbursement
  • Valid driver’s license and automobile insurance
  • Adequate transportation for transporting product and equipment within the designated geographic area
  • Ability to perform work outside of the office either at customer sites and/or other offices
  • Must be able to lift, push and pull 60 pounds and maneuver any single package weighting up to 151 pounds with appropriate equipment
  • Must be able to do repetitive bending and stretching
  • Must be able to stand on feet for long periods of time
  • Must be able to use hand tools throughout the wok day weighing approximately 5-10 pounds
  • Must be able to drive throughout the work day

 

What We Offer

  • Competitive Base Salary
  • Medical, Dental, and Vision Benefits
  • 401k with company matching
  • Paid-time-off (including 15 days PTO and 9 Holidays)

 

 

Humanscale is an Equal Opportunity Employer.

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