IT Field Support Technician

Job Summary

A Field Support Technician is required to travel extensively both locally within the USA and abroad, and will be away from home for at least two to three weeks of every month.

The Junior Field Support Technician is responsible to provide professional service and support to all ThoroughTec customers in their specific region of operation. The Technician will be traveling to all customer sites to execute services, repairs, commissioning of systems, and emergency call-outs. In addition, the technician will be responsible for contacting all clients on a regular basis to check on the health and use of their systems, and to build lasting customer relationships. When in the office the technician will also be required to attend to any technical issues reported and assist with setting to work as required.

The main purpose of this job is to drive service success that improves customer satisfaction, maximizes customer retention and increases profitability.

Responsibilities:

- Maintenance, servicing, testing and repair of simulator systems deployed at various client sites globally.

- Diagnose errors and/or technical problems correctly, and determine proper solutions. Implement solutions where possible.

- Commissioning of systems at client sites.

- Conduct training at client sites during commissioning on the use of the system, as well as when specifically tasked to provide training.

- Manage all on site installation, repairs, maintenance, and testing tasks (when this takes place in a team environment).

- Attend to emergency call-outs (telephonically or physically).

- Build positive and lasting relationships with customers.

- Regular telephonic and electronic communication with clients on an ongoing basis.

- Produce timely and detailed service and repair reports, as well as documenting service and installation actions by completing appropriate ThoroughTec forms, reports, logs, and records.

- Always follow company procedures and protocols.

- Cooperate with other disciplines within ThoroughTec when necessary, and share applicable information gained during site visits across the organisation (e.g. potential system improvements).

- Comprehend customer requirements and make appropriate recommendations/briefings to relevant parties within ThoroughTec (e.g. Business Development Team).

Requirements:

- Willingness to travel extensively, for long periods of time.

- Strict self-discipline and able to work independently for long periods of time.

- Proven field service experience.

- An IT and networking qualification/certification (e.g. A+, N+, MCSE).

- A technical or mechanical qualification/certification (e.g. N5, N6).

- Ability to troubleshoot, test, repair and service electric, electronic and mechanical components and equipment.

- An excellent command of English, both spoken and written.

- Excellent telephone etiquette.

- Client facing/account management experience will be beneficial.

- Must have the ability to communicate verbally in Spanish.

If you do not hear from us within two weeks, please consider your application unsuccessful.

Job Type: Full-time

Pay: $3,850.79 - $4,637.51 per month

Work Location: In person