Field Service Technician

Objectives of this role 

• Learn the ins and outs of our equipment to accurately answer questions and adequately serve customers 

• Provide customers with tools and training to successfully operate their equipment 

• Become an expert in identifying and diagnosing equipment issues 

• Work seamlessly and cohesively with customer service representatives, logistics coordinators, and other members of the team 

• Resolve all customer complaints and repair or replace malfunctioning equipment 

• Leave customers feeling satisfied and confident in their equipment at the end of each visit 

Responsibilities 

• Install equipment in customers’ homes or places of business and train customers to properly operate or service their new hardware 

• Work with field service representatives to thoroughly understand customer complaints and equipment issues before arriving on-site for maintenance 

• Travel to job sites to deploy equipment, troubleshoot issues, diagnose problems, and fix or replace equipment as needed 

• Provide regularly scheduled, ongoing equipment maintenance visits 

• Operate the company vehicle and provide schedule updates with tracking software 

• Follow company procedures and safety policies 

Skills and qualifications 

• Ability to install equipment, diagnose problems, and make repairs 

• Basic hardware and technology knowledge such as stripping wires, rewiring cables, working with modems, etc. 

• Strong time-management skills and an ability to stick to a tight schedule 

• Excellent problem-solving skills with a knack for troubleshooting technical issues 

• Ability to collaborate with others and work well on a team 

• Enthusiasm for providing excellent customer service 

• Excellent communication skills 

Preferred qualifications 

• Valid driver’s license 

• Customer service background 

• Experience performing on-site maintenance 

• Availability to work irregular shifts, including evenings and weekends