Field Service Technician

Installs, debugs and provides technical maintenance for product and component hardware and software, mainly on customer premises. Provides scheduled inspection, cleaning and other services and performs minor product repairs within an assigned territory. Inspects products for correct operation and resolves noted issues and / or escalates according to established procedure. Schedules services, completes all required paperwork and works with customers to ensure satisfaction with service delivery and understanding of product functionality.

• Provides the full range of Field Service Technician support to an assigned base of large / complex customers.
• Takes complete ownership of the service call while on-site.
• Performs advanced-level maintenance on all products.
• Manages subcontractor installation and maintenance activity, including on complex installations.
• Provides technical feedback on equipment, systems and processes to improve overall service delivery.
• Uses advanced tools and technical knowledge to resolve customer problems and conduct scheduled installs.
• Identifies and resolves systemic issues within the team.
• Handles issues escalated from Field Services team members.
• Proactively supports the needs of other team members, providing technical assistance and expertise.
• Contributes to improved client services metrics reporting and documentation.
• Monitors technical and process issues, proactively informing the manager and/or team on offering improvement recommendations.

Required Qualifications

• Education or equivalent work experience required.
• Minimum of 4 - 6 years of relevant experience or equivalent combination of education and experience in Field Service.
• Good written and verbal communication skills.
• Driver's license and driving record that satisfies DN's fleet requirements.

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