About Client
A US-Based DV-LED design and manufacturer offering world-class screens across multiple market segments adding wonder to physical spaces. We’re pioneers of the true curve technology and are committed to being better. With a bold and visionary team of experts we will take your project, in all shapes and sizes, from concept to reality. We bring your creative visions to life, leaving a first and lasting impression.
Job Summary: Our Client is looking for an independent and self-motivated Field Service Technician to provide excellent on-site customer service for DV-LED displays. Client's service
department strives to provide a streamlined and painless service experience for our clients. The Field Service Technician will play an important role in creating a positive client experience by maintaining day-to-day operations and collaborating with key stakeholder both internally and externally on keeping the displays in tip top shape.
Report To: Director of Services and Support
Key Duties and Responsibilities:
• Installs, configures, troubleshoots, and maintains products/equipment for large-scale DV-LED displays.
• Train third-party installation team on details and proper installation process for the product, project, and site conditions.
• Identifies, analyzes, and repairs product failures, installs new components or parts.
• Develops creative solutions to more unique, chronic, or complex issues.
• Research and answers difficult customer questions about product features and recommends appropriate solutions.
• Performs start up testing and customer training on features and general maintenance of product.
• Performs calibration of display on site, if necessary.
• May mentor less experienced engineers.
• Has deep knowledge of the organization's products and services. Contributes to moderately complex aspects of a project.
• Performs data entry and other administrative tasks to support Director of Field Operations.
• Inventory management.
• Work is generally independent and collaborative in nature.
• Document customer interactions and troubleshooting steps in service log/system
• Be the subject matter expert on troubleshooting and service ticket resolution
• Learn and operate remote monitoring systems.
• Research and answer difficult customer questions about product features and recommends appropriate solutions.
• Proactively follow up with clients to ensure issues are resolved
• Issue Return Merchandise Authorization (RMA) to client’s as needed and complete required inventory request to fulfill service tickets
• Complete Non-conformance documentation for all service hardware component failures, repair components and complete root cause analysis in coordination with the engineering department
and quality assurance representative
• Complete service quotes for parts and labor as required based on displays that require service but are out of warranty
• Maintain and increase technical proficiency as products are developed and upgraded
• Provide product feedback to Product Management and Research and Development
• Support Sales Engineering, Project management and Field Operations as needed.
• In collaboration with Director of Services and Support establish processes and systems to scale and improve Helpdesk/Technical Support department
Requires 95% travel
Qualifications:
• Bachelor’s degree required (preferably technical/engineering degree)
• Mechanical and electrical aptitude
• 4 years related experience
• Ability to use MSOffice and similar software packages
• CTS Certification (desired)
• Basic Certification (desired)
Job Skills and Abilities:
• Highly detail oriented and analytical individual
• Aptitude for learning technical areas
• Work Independently without much oversite and collaborate with others
• Organization and planning skills.
• Ability to prioritize work and time management skills.
• Data management
• Communication: Verbal and Written
• Proficiency with internet, TeamViewer, email.
• Ability to operate a Windows based computer
Equal Employment Opportunity Policy
Birddog Talent, LLC. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.