Field Service/Repair Technician
Department: Repair (116)
Employment Type: Full Time
Location: Chester, CT
Reporting To: David Ibbotson
Description
The Mass Notification Field Service/Repair Technician is responsible for the repair, inspection and maintenance of our Mass Notification products in house and in the field. This individual will handle all of the day-to-day repairs of our Mass Notification products with travel as needed and work with all Internal/External Whelen Staff, AMSR’s, Distributors and end users to provide a high level of customer service.
Duties and Responsibilities
* Component level and module level repair of the Mass Notification products, communicate with customers, travel to customer locations to perform system wide inspections and maintenance of their installed Whelen Mass Notification products and work with engineering to improve the Mass Notification products. Additional duties as required.
* Troubleshooting and repair of electronic circuit boards, manufactured by Whelen Engineering, to the component level and return product to its original or upgraded design specifications.
* Communicate and document design problems, component failures and initial failures on newly designed product.
* Maintain high work output without sacrificing quality.
* Complete all administrative functions relating to documentation of work performed and regulatory requirements.
* Perform revision updates, rebuild, or repair to drawing specifications using a variety of hand tools, test fixtures, electronic test equipment and soldering equipment.
* Be able to handle/resolve customer issues regarding
o Whelen Created Documentation
o Whelen Created Hardware
o Whelen Created Software
* Ability to work independently
* Manage customer expectations
* Develop ongoing relationships with AMSR’s, end users, and distributors
* Educate customers on operation of Whelen products
* Work with all departments as needed to resolve technical product issues
* Contribute to the Technical Support Group efforts by accomplishing related tasks as needed
* May lift up to 45 pounds (additional weight with assistance)
* Use best efforts to represent Whelen in a professional manner
* Knowledge of Whelen Product
* Knowledge of Whelen Developed Software (OJT as needed)
* Knowledge of Microsoft Office suite
* Knowledge of WIM (OJT as needed)
* Knowledge of Salesforce (OJT as needed)
* This list is not all inclusive and additional job duties may be assigned
* Minimum work week of 40 hours or whatever it takes to get the job done.
Education and Experience
* Customer service experience, ability to provide positive experience for customers
* Good understanding of Whelen Mass Notification products, customer base
* Minimum 10 years field experience working on Whelen Mass Notification Products
* Good understanding of Whelen software and IOT (Internet of things)
* Excellent verbal and written communication skills required
* Must be self-motivated, flexible, and can work unsupervised
* Associates Degree or 5 years customer service experience and/or Supervisory experience.
All Employees Shall
* Comply with the EH&S Policy and applicable regulatory and company EH&S rules and requirements
* Report to supervision conditions or practices that are either unsafe or that may adversely impact the environment, to ensure prompt resolution of potential hazards
* Attend scheduled EH&S training program
* Actively support the organization’s efforts to meet or exceed EH&S goals and plans
* Recommend improved EH&S practices
Must be able to communicate effectively with co-workers, supervisors, and third parties. This ability to communicate requires the employee to be conversant in English as the majority of our workforce and the third parties that we encounter only speak English.
The incumbent is responsible for complying with the policies in Whelen’s “Employee Handbook.”
This Job Description is to serve as a guide. It is intended to be flexible and will continue to evolve over time with business needs and demands and may be updated periodically and at the Company’s discretion. Nothing in this position description changes or is intended to change the employment at-will relationship with the Company. Employment at-will means that an employee or the Company may terminate the employment relationship at any time, for any reason or no reason at all, with or without notice.
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