Field Service Technician

TITLE: Field Service Technician

REPORTS TO: Field Service Manager

DEPARTMENT: Inspection/Quality

STATUS: Full-Time, Salary, Non-Exempt

LOCATION: Anniston, Alabama commuting area

POSITION SUMMARY: The Field Service Technician serves as the primary provider of onsite customer support. The Technician must assist the field service team at other transit properties and bus manufacturers to perform technical services on American Seating products relating to warranty claims, quality issues or customer accommodations. This includes repairing, adjusting, changing, or staging American Seating products and assisting with any engineering and sales needs that may arise.

PRIMARY DUTIES & RESPONSIBILITIES:

• Provides services associated with damages, adjustments, or customer accommodations.
• Establishes and maintain professional relationships with transit properties, bus builders, third party contractors, and American Seating personnel.
• Supports in-complete seat assemblies at bus builders as required.
• Provides feedback to internal team related to quality issues.
• Supports campaign projects as needed and directed by Management.
• Performs problem investigation to support problem solving.
• Communicates weekly report to Field Service Manager on a timely basis.
• Documents all repair/rework activity including Bus numbers, seat type, seat location and work performed.
• Determines and coordinates tools to perform repair or replacement of parts.
• Effectively communicates trip results by completing reports for all customer visits and sending to internal departments per distribution list.
• Communicate product improvement suggestions to Field Service Manager.
• Prepares expense reports and submits for reimbursement.
• Travels onsite to other transit properties across the United States and Canada with little to no notice.
• Support operations and Engineering on special projects and process improvements, as directed by manager.
• Participate in skill development, training, and process learning at Grand Rapids location, per Field Service Manager.
• Other duties as assigned.

MINIMUM REQUIREMENTS:

• High School Diploma or GED.
• Ability to adapt to various work schedules and flexible shifts.
• Obtain necessary documentation required to travel within the United States and Canada.
• Ability to reserve travel arrangements and then get reimbursed for expenses.

SKILLS REQUIRED:

• Must be mechanically inclined.
• Knowledge of product, applications, and/or manufacturing processes.
• Knowledge of how to troubleshoot and repair product.
• Ability to interpret technical drawings/blueprints.
• Must have good communication and interpersonal skills to work with others in problem resolution for American Seating.
• Superb customer service, communication, and self-management skills.
• Ability to utilize laptop for processing and creating daily/bi-weekly status updates, trip reports, accessing engineering drawings, and communicating with team members.
• Basic skills in Microsoft Word, Excel, and Outlook.

WORKING CONDITIONS:

• Position requires frequent travel to customers within the United States and Canada, primarily in the Anniston, Alabama area.
• Ability to lift up-to 50lbs.
• May be subjected to work environments that include typical bus and factory conditions.
• Extended work hours and weekends periodically required. Must be open to working all shifts.
• Ability to adapt to frequent pressures related to meeting deadlines, scheduling requirements and simultaneous projects.
• Ability to manage distracting influences such as people, telephone calls, emails, and texts while perform duties.

This job description is intended to describe the type and level of work being performed by a person assigned to this job. It is not an exhaustive list of all duties and responsibilities required by a person so classified.