Field Service Technician

Position Summary

The Field Service Technician provides front-line customer support for quality issues related to heavy equipment seating systems. This role is responsible for on-site containment, sorting, repair, and resolution of product issues at customer locations. The position also supports internal processing of customer returns and warranty analysis to identify failure modes and support continuous improvement.

This role is critical to protecting the customer, reducing cost of poor quality, and improving overall product performance.

Key Responsibilities

• Travel to customer locations to support containment, sorting, and repair activities
• Diagnose and repair seat systems in the field to restore functionality and minimize customer disruption
• Support rapid response to customer quality issues to ensure effective containment
• Manage customer returns, including inspection and coordination of repair activities
• Perform warranty return evaluation to identify failure modes and trends
• Support root cause analysis (RCA) by documenting findings and providing field data
• Coordinate with Quality, Manufacturing Engineering, and Operations to communicate issues and findings
• Reduce reliance on third-party repair services by performing repair and analysis internally
• Communicate effectively with customers and internal stakeholders

Product / Technical Scope

This position supports complex seating systems used in heavy equipment vehicles, including:

• Mechanical and pneumatic suspension systems
• Active ride control systems
• HVAC (heating and cooling) seat features
• Adjustable lumbar support systems
• Operator presence (OPS) sensors
• Tilt, swivel, and recline mechanisms
• Headrests and armrests
• Electrical and pneumatic control pods and interfaces

Qualifications

• Associate’s or Bachelor’s degree in Engineering, Technology, or related field (preferred)
• Experience in manufacturing, field service, or product support
• Mechanical and/or electrical troubleshooting experience

Required Skills

• Strong mechanical and electrical troubleshooting skills
• Ability to diagnose complex systems (mechanical, pneumatic, electrical)
• Experience with repair, assembly, or service of equipment
• Basic understanding of root cause analysis concepts
• Ability to work independently in customer-facing environments
• Strong communication and customer interaction skills
• Ability to travel as required

Accountability

• Provide rapid and effective response to customer quality issues
• Reduce customer disruption and support improved quality performance
• Lower cost through reduced third-party repair and improved internal capability
• Support identification of failure modes to enable corrective action by engineering and quality teams

Work Environment

• Frequent travel to customer locations
• Hands-on work in customer facilities and internal operations
• Fast-paced, customer-facing role requiring flexibility and responsiveness