Senior Field Service Technician

Senior Field Service Technician

Position: Full-time Field Service Technician

Schedule: A four-month 9/80 work schedule (a two-workweek schedule consisting of eight 9-hour days one 8-hour day and one scheduled day off). Then the schedule transitions to a standard Monday through Friday workweek with timing adjusted based on business needs.

Salary: Commensurate with experience Lets talk!

Benefits: YES! Details below

• Employee Stock Ownership Plan (ESOP)
• Health and Dental Insurance
• 401(k) Matching
• Employee Assistance Program (EAP)
• Tuition Assistance
• PTO for vacation & sick time
• 11 paid holidays
• Plus many perks

Who We Are

Were Admix a proud employee-owned company and premier manufacturer of industrial mixing equipment! We engineer market manufacture and service high-performance mixing equipment for the food and beverage chemical pharmaceutical and cosmetic industries-and were GROWING FAST!

Who You Are

You are a hands-on mechanically inclined problem solver who enjoys working directly with customers and equipment. You thrive in a fast-paced environment are highly organized and can adapt to changing priorities. You enjoy troubleshooting traveling and providing exceptional customer service while representing Admix both on-site and remotely.

Job Summary

The primary responsibility of the Senior Field Service Technician is to provide advanced on-site service technical support troubleshooting and training for our customer base. Domestic and international travel is required to facilitate on-site support and service. This position supports the Aftermarket group with complex after-sales customer issues regarding the installation use operation maintenance troubleshooting and repair of Admix equipment. The Senior Field Service Technician is expected to serve as a technical resource for customers and internal teams support the Customer Equipment Rebuild Program take the lead on technician and customer training provide hands-on support for skids and system sales apply strong process knowledge and help drive an exceptional customer experience. This position reports to the Technical Services Supervisor.

Duties and Responsibilities

• Provide advanced on-site service and support including installation assistance commissioning support preventive maintenance troubleshooting repair rebuilds and technical training for customers on the installation use operation and maintenance of Admix equipment.
• Serve as an escalation resource for complex service issues using strong mechanical knowledge diagnostic ability and sound judgment to identify root cause and recommend appropriate corrective actions.
• Perform on-site equipment audits and provide accurate timely and detailed Trip Reports documenting findings customer needs opportunities action items and recommended next steps.
• Perform on-site rebuilds where applicable and support the Customer Equipment Rebuild Program through evaluation planning documentation and coordination with internal teams.
• Field and respond to e-mails phone calls voicemail and web inquiries from customers regarding after-sale support service issues service requests troubleshooting and parts or rebuild needs.
• Provide support on all office aspects of the Return Materials Authorization (RMA) Program including working with customers to arrange the return of equipment and ensuring returned goods are handled internally in a timely manner based on customer needs.
• Perform physical fault analysis of RMAs when needed including disassembly cleaning evaluation facilitating QC inspection documenting findings and creating internal and external reports as required.
• Partner with Engineering Production Quality Sales and Aftermarket personnel to communicate customer feedback recurring issues service trends and opportunities for product or process improvement.
• Take the lead on training for Field Service Technicians customers and internal team members including hands-on instruction related to equipment operation troubleshooting maintenance skids and system sales support.
• Provide hands-on technical support for skids and system sales including customer-facing demonstrations application/process discussions field feedback and coordination with internal teams as needed.
• Provide technical coaching cross-training and day-to-day guidance to Field Service Technicians and other team members including sharing best practices for customer interaction troubleshooting documentation and safe service work.
• Provide back-up phone coverage for customer calls when Aftermarket personnel are busy on the phone on vacation traveling or otherwise unavailable.
• Provide assistance and support to the Admix Lab when needed.
• Act as backup support for the Service Team Lead during busy periods vacations travel or other coverage needs as appropriate.
• Other duties as assigned.

Knowledge Skills and Abilities

• Advanced hands-on mechanical skills with strong aptitude for assembly disassembly troubleshooting repair and rebuild of mechanical equipment.
• Strong understanding of Admix product offerings from both a mechanical and process standpoint including how equipment functions within broader customer processes skids and systems.
• Ability to explain technical and process-related information clearly to customers and internal stakeholders in support of service training skids and system sales.
• Ability to interact and communicate effectively with internal and external customers in person by e-mail and over the phone in a professional and customer-focused manner.
• Ability to independently diagnose complex equipment issues evaluate options and make practical recommendations while maintaining safety quality and customer satisfaction.
• Strong computer skills with the ability to write comprehensive customer service reports quotes trip reports technical notes and internal documentation.
• Demonstrated ability to collaborate with colleagues and co-workers and to work effectively both independently and in a supportive diverse team environment.
• Strong organizational skills attention to detail follow-through and ability to prioritize tasks based on customer and company needs.
• Strong critical thinking analytical skills and ability to multitask in a fast-paced service environment.
• Ability and willingness to mentor coach and share knowledge with other technicians while continuing to learn and be coached.
• Ability to provide an exceptional customer experience for every interaction between the Admix Aftermarket/Service Department and customers both internal and external.

Special Requirements

• Travel is expected 50% of the time more or less as needed for customer needs.
• Candidates must possess and maintain a valid U.S. drivers license in good standing and meet company driving eligibility requirements.
• A complete expense report and a trip report detailing the travel opportunities and action items is required for every trip.
• Ability to bend stoop and lift items weighing up to 50 pounds as part of job responsibilities.
• Ability to remain seated or standing for extended periods as required by job duties.
• Ability to work in confined or small spaces as necessary for equipment maintenance and operation.

Training and Development

• This position is expected to take the lead in training and developing Field Service Technicians by sharing technical knowledge process knowledge service best practices documentation expectations and customer communication standards.
• A training period of approximately 3-months in the shop on all of the equipment is a must; a thorough understanding of the assembly and disassembly of the equipment is required.
• The Field Service Technician will cross train with fellow technicians and the Technical Service Supervisor.
• This position acts as the backup for the Technical Service Supervisor during busy times vacations etc.

Credentials and Experience

• Associates degree in Engineering preferred but not required.
• Experience working with customers/end users preferred.
• 5 or more years of hands-on field service mechanical service industrial maintenance equipment rebuild or related technical experience preferred.
• Current US Passport or the ability to obtain one.

Duties responsibilities and activities may change or new ones may be assigned at any time with or without notice. I acknowledge that I have read and understand the above job description in its entirety and can perform all of the stated requirements.

Required Experience:

Senior IC