Field Service Technician

Field Service Technician

The Field Service Technician is responsible for performing diagnostics, maintenance, and repairs on a variety of heavy equipment at customer locations. This role requires technical expertise, strong problem-solving skills, and a commitment to providing exceptional customer service. The technician will use advanced tools, telematics data, and a structured pre-trip process to ensure high first-time fix rates and equipment reliability.

Duties:

• Diagnose mechanical, hydraulic, and electrical issues in heavy equipment such as excavators, loaders, bulldozers, and motor graders.
• Perform necessary repairs, adjustments, and replacements to restore equipment functionality.
• Utilize diagnostic tools, telematics data, and machine history to identify and resolve issues efficiently.
• Conduct scheduled maintenance services, including fluid checks, oil changes, filter replacements, and lubrication.
• Inspect equipment for wear, damage, or potential failure points.
• Ensure all safety systems and components are operational.
• Access the ERP system to analyze the equipment's service history, including past repairs and recurring issues.
• Examine telematics reports for fault codes, performance data, and other indicators of abnormal operation.
• Hypothesize the most probable cause of failure based on historical and real-time data.
• Communicate with customers to confirm symptoms and clarify issues.
• Collect all required parts and tools for the service call.
• Include additional parts based on history and known failure patterns.
• Confirm appointment details and verify the location.
• Ensure all tools, equipment, and safety gear are loaded and ready for the job.
• Communicate effectively with customers to understand their concerns and explain repairs.
• Provide updates on repair progress and ensure customer satisfaction with completed work.
• Offer recommendations for additional maintenance or repairs as needed.
• Accurately document repairs, parts usage, and labor times in the ERP system.
• Maintain detailed records of service calls, including pre-trip preparation and diagnostics performed.
• Generate reports on equipment condition, completed repairs, and recommendations.
• Achieving a high first-time fix rate through diagnostics and preparation.
• Meeting response time and service quality expectations.
• Maintaining accurate and timely service documentation.

• Requirements:

  • Extensive knowledge of heavy equipment systems, including diesel engines, hydraulics, electrical systems, and transmissions.
  • Proficiency in using diagnostic tools and telematics platforms.
  • Minimum of 5 years of experience in heavy equipment maintenance and repair.
  • Prior field service experience preferred.
  • Strong problem-solving and analytical skills.
  • Excellent verbal and written communication abilities.
  • Organizational skills and attention to detail for pre-trip preparation and documentation.
  • Valid driver's license and clean driving record.
  • Ability to lift and handle parts and tools weighing up to 50 pounds.
  • Willingness to work outdoors in various weather conditions and travel to customer sites.
  • Frequent travel to customer locations with exposure to outdoor elements.
  • Physical demands include lifting, bending, standing, and working in confined spaces.