Field Service Techncian Field Service Techncian

Webasto is looking for:

Field Services Technician - Battery and DC Charging Test Systems

POSITION SUMMARY

Responsible for support of all customers using Webasto battery and Battery Testing Systems

Performs a variety of technical and clerical duties to support the WTNA regional customer base.

The ideal candidate will be experienced in working with customers to create quality solutions to support, Battery and Test systems, Applications, and quality training on-site, customer location or at WTNA. This person must be well organized, flexible and enjoy the challenges of supporting and maintaining customer relations through Systems Diagnostics and Repair, Equipment Commissioning, retrofitting applications and providing technical training and support. The Technical support person will train the dealer/customer in how to install or service our products to ensure proper operation, to enhance the longevity of the product. The technician will be responsible to train on warranty processes and diagnostic documentation including website navigation hotline contact requirements

The ability to interact professionally with customers and staff members in an office or shop environment or at a customers facility, in a fast paced environment, sometimes under pressure, remaining flexible, proactive, resourceful and efficient, with a high level of professionalism and confidentiality is crucial to this role. Written and verbal communication skills coupled with a strong sense for creative aptitude, prioritizing work and attention to detail are equally important.

ESSENTIAL FUNCTIONS

Essential duties and responsibilities may include, but are not limited to, the following:

Customer Relationships

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  Interact with customers via phone, email, in person in a classroom and/or onsite environment.

  
  
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  Perform routine customer visits and system inspections in assigned region

  
  
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  Perform periodic data download and analysis and record keeping

  
  
• Coordinate and provide field service response and follow up as assigned
• Maintain customer data base information in the Webasto CRM system for all customers and visits

• Coordinate or perform field work for equipment installations as assigned /requested
• Provide support for battery and systems modification or upgrades
• Conduct final system inspection and provide completed installation checklist for verification
• Provide system commissioning, startup, and configuration process
• Provide customer support for operator training
• Perform 30-day data download to ensure application is functioning as designed when necessary

Service Network Support

• Perform routine customer visits to review service performance and customer feedback in assigned region
• Provide technical training and support in assigned region
• Maintain customer data base information for assigned region (how many technicians and what is the skill level)
• Logistics support (spare parts requirements)

Technical Support

• Technical advisor/trainer/quality installer to customers as well as other departments within the company. Answers customer calls, to provide assistance to the customer by problem-solving and using quality tactics to ensure that the customer is helped, as required. Logs and maintains all technical customer calls on company provided systems.
• Participates in teams to define and analyze root-cause of product failures. Evaluate and repair specific product(s), to ensure the quality of the product, as required.
• Assists in the development of technical documentation and training material as needed.
• Prepare and or execute training and installation materials as required and agreed with customer schedules, at the customer's facility or specified location or WTNA.
• Other duties as assigned

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  MINIMUM QUALIFICATIONS

  Equivalent to the completion of high school is required. 2-Year Technical / Vocational School certificate with 5+ years prior experience working safely with high and low voltage systems or an equivalent combination of education and/or training and/or experience that provides this knowledge, skill and ability.

  
  

Knowledge and proficiency of:

• Electrical grid systems commercial and residential
• Strong customer service and problem solving / diagnostic skills; well-versed in the creation of prototype and application solutions
• Microsoft Office applications including Word, Excel, PowerPoint and Outlook and CRM
• Delivery of training material via instructor lead and virtual training methods
• Use of tools to ensure that installations/training to enhance the longevity of the product or to problem solve issues.

Ability to:

• Interact and display interpersonal skills and professional demeanor
• Be detail oriented
• Be accountable, orderly, adaptable, professional, courteous, motivated and work well on their own or as a member of a team
• Perform many tasks at once, and handle responsibilities that can change on a daily basis, prioritize and meet deadlines
• Take responsibility and perform work utilizing independent judgment and initiative, making sound decisions to provide solutions to problems / concerns
• Convey information and details to customers, co-workers, superiors using strong verbal and written communication skills
• Communicate clearly and concisely, both orally and in writing.
• Use independent judgment and initiative to interpret and follow oral and written instructions with attentiveness to detail
• Tactfully and courteously respond to customer requests and inquiries
• Maintain effective working relationships with those contacted during the course of work
• Everyone has the responsibility and right to stop production or shipment if they suspect product does not meet quality requirements
• Travel domestically and internationally as needed based on customer and company requests, travel may be planned or unplanned based on the customer needs
• Current office practices, equipment and calendar/work scheduling
• Safe work practices in office and shop environments
• Certified in 115/230/480 and higher electrical safety and handling practices
• Knowledge of Hazardous Communication and Right to know

Webasto is an Equal Opportunity Employer. We do not discriminate against race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, marital status, veteran or military status, or any other legally protected status.