Field Service Technician III

OptiPro Systems

Rochester, New York

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JOB DETAILS

SKILLS

Alliance/Partner Management, Billing, Blueprints, CNC (Computerized Numerical Control) Systems, Communication Skills, Customer Relations, Customer Satisfaction, Detail Oriented, Driver's License, Electrical Components, Electricity, English Language, Equipment Maintenance/Repair, Expense Reports, Hand Tools, Hydraulic Engineering, Identify Issues, Interpersonal Skills, Machine Tool, Maintenance Services, Market Surveys, Microsoft Office, On Site Support, Organizational Skills, PC (Personal Computer) Systems, Passport Requirements, Presentation/Verbal Skills, Preventative Maintenance, Project/Program Management, Property Maintenance, Regulations, Resolve Customer Issues, Safety/Work Safety, Sales, Sales Support, Schematics, Statistics, Technical Sales, Technical Support, Test Equipment, Time Management, Time Tracking, Trade Shows, Willing to Travel

LOCATION

Rochester, New York

POSTED

4 days ago

Field Service Technician III
Pay Range: $30-$37 per hour

SUMMARY
The Field Service Technician III is responsible for the completion of Service-related work within the organization. This work will include installation, preventative maintenance, warranty work, and troubleshooting / repair of CNC machines at Customer sites and shop build area. This individual will have frequent, direct contact with Customers and is expected to represent the company in a professional and courteous manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Related experience or training in a machine tool service environment:

Responsibilities: Level 3 (7+ yrs.)

Always represents OptiPro Systems in a professional and courteous manner.
Promoting and performing preventative maintenance on customer equipment and conducting after-sales technical support and training
Promoting and performing preventative maintenance on customer equipment and conducting after-sales technical support and training
Responsible for flowing information back to OptiPro for future Sales Opportunities.
Responsible for flowing information back to OptiPro for new and unresolved Service issues.
Develop and maintain partner relationships with our Customers, Vendors, and related third parties.
Develop and maintain partner relationships with our Customers, Vendors, and related third parties.
Maintains and protects all company property, tools, vehicles, assets
Performs work in a safe manner adhering to all policies, regulations, and laws for both OptiPro and the Customer
Maintains up to date knowledge of products and methods to perform work in a safe and efficient manner
Ensures the timely and accurate completion of work orders and required paperwork for all jobs including Customer sign offs, expense reports, receipts, etc.
Accurately keeping track of time and material spent on jobs.
Works with Service Coordinators and Customers to resolve Customer cases in a timely manner
Travels to Customer site to Install New Machines
Travels to Customer site to Maintain (Preventative Maintenance) the equipment that OptiPro sells
Travels to Customer site to Troubleshoot the equipment that OptiPro sells
Travels to Customer site to Repair the equipment that OptiPro sells
Ability to Ball-Bar, Laser Compensate machine
Ability to properly estimate jobs (materials, labor) – project manager for jobs

SUPERVISORY RESPONSIBILITIES
None

OTHER DUTIES AND RESPONSIBILITIES:

Assist engineering with new designs
Building maintenance and repair
Internal equipment service and support

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Related experience or training in a machine tool service environment:
Required Skills: Level 3 (7+ yrs.)

Strong presentation skills and professional appearance
Excellent interpersonal communication and customer relationship skills
Attention to detail
Proficient in verbal and written English
Strong organizational skills
Microsoft Office proficiency
Ability to meet physical requirements of the job
Valid driver license
Valid Lock Out Tag Out training
Willingness to work a flexible schedule
Ability to work in a fast paced and dynamic work environment
Must be able to handle troubleshooting technical problems that happen and learn any skills that are needed.
Basic understanding of electrical, pneumatic, and hydraulic schematics; ability to read and interpret drawings and schematics
Knowledge of safe rigging methods
Technical/engineering background preferred
CNC machine tool programming experience

EQUIPMENT UTILIZED: The equipment described here must be used by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Personal computer, telephone
Other machines, equipment and tools, as required, to complete duties and responsibilities listed above
Personal protective equipment, as required
Specialized diagnostic and testing equipment
Electrical test equipment
Various hand tools
Familiarity with CNC controls – for diagnostics

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, risk of electrical shock, and vibration. The noise level in the work environment may be loud.

Ability to work flexible hours; Frequent travel (day and overnight) and driving throughout identified territory is necessary (travel = 85+%)
Travel for training on vendor equipment and industry trade shows.

Noises:

Shop environment – Could work in areas with excessive noise. (Hearing protection provided)

MEASURES OF PERFORMANCE (KPI’S)

This position will be evaluated against the following criteria:
Accuracy and timeliness of turning in paperwork for billing purposes
Ability to resolve Customer issues in the minimum number of trips required
Ability to estimate and meet estimates for job completion (time and materials)
Ability to resolve cases in a timely manner (Number of cases completed)
Timeliness and accuracy in the entry of time into GSS and reporting on a daily basis.
Case Statistics – Average days open, average days Customer is down
Customer satisfaction – Surveys

CERTIFICATES, LICENSES, REGISTRATIONS
Valid NYS driver’s license required Valid US Passport
Lockout-tagout – Control of Hazardous Energy

VISION REQUIREMENTS

Close vision (clear vision at 20 inches or less) for computer screen.
Color vision (ability to identify and distinguish colors) for reviewing blueprints.
Ability to adjust focus (ability to adjust the eye to bring an object into sharp focus. This is required when doing close work at varying distances from the eye – like using a computer and shifting gaze to documents).

Field Service Technician III

OptiPro Systems

Rochester, New York

About the Company

OptiPro Systems

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