Field Service Technician (Data Center cooling systems)

PRIMARY DUTIES:

• Participates in system deployment project for established service area, by delivering installation, startup and/or commissioning support services.

• Provides onsite support by assisting in fault isolation of electro-mechanical systems.

• Identifies necessary parts to resolve customer equipment failures.

• Responds onsite to dispatches, within required timeframe as specified in customer service level agreements (SLAs), for scheduled and unscheduled services requests.

• Serves the department by participating in the development of service bulletins, procedures, process improvements and other collateral duties as required.

• Maintains accurate customer service records and reports within the Case Management System/CRM.

• Contributes to the creation of Knowledge Articles and other technical-related documentation.

• Serves as a resource to sales personnel for assigned service area.

• Recommends improvements to manuals, operational processes and procedures as needed.

• Contributes to training course content development and provides training to customers and other field service personnel, as required.

• Maintains knowledge of new products.

• Other duties as assigned.

COMPENTENCY:

• Positive attitude and collaborative approach in working within a team environment.

• Leadership experience

• Strong customer service skills

• Strong oral and written communications

• Ability to learn and adapt quickly to changes.

• Critical thinking and analytical capabilities in troubleshooting and problem solving.

• Planning, organizing and prioritizing skills.

• Attention to detail.

• Ability to be flexible and handle stressful situations at times.

REQUIRED EDUCATION:

• Associate degree from two-year college/technical school with a certificate in an IT Hardware-related discipline preferred, or an equivalent combination of education and experience to successfully execute the role.

EXPERIENCE:

• Skills & Tags

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