Field Service Solutions Technician

AMP is applying AI-powered sortation at scale to modernize the world's recycling infrastructure and maximize the value in waste. AMP gives waste and recycling leaders the power to harness AI to reduce labor costs, increase resource recovery, and deliver more reliable operations. With hundreds of deployments across North America, Asia, and Europe, AMP’s technology offers a transformational solution to waste sortation and changes the fundamental economics of recycling.

Headquartered in Louisville, Colorado, the Denver Post and BuiltIn Colorado have recognized AMP as one of the state's top workplaces. AMP has operations and career opportunities outside of Atlanta, Cleveland, Portsmouth, Virginia, and Europe. We’re fostering an environment where passionate individuals can grow and create impact. We seek unconventional thinkers to join our mission to enable a world without waste; at AMP, your contributions have meaning and can spur change. With backing from top-tier investors and national recognition including North American Cleantech Company of the Year, we’re always seeking ways to better our operations, raising the bar on innovation, and looking to collaborate and improve in what we do. Learn more at AMPSortation.com. 

AMP is hiring a Field Service Solutions Technician reporting to the Senior Manager of Customer Success. This position is preferred to be in person at our headquarters based in Louisville, Colorado but remote candidates can apply.

In a nutshell, you will be the first touch point for AMP customers who have questions about their AMP products or require AMP service assistance. This position will be tasked with not only maintaining a high level of service, but improving on our ability to deliver proactive service whenever possible. This position can expect up to 75% travel and requires some on-call work in order to help customers install, maintain, troubleshoot, and repair equipment. 

As our Field Service Solutions Technician, you will work to: 

• Provide best in class remote and onsite customer support and equipment repairs.
• Work beyond fixing problems, ensure customers are getting the maximum value out of their assets.
• Autonomously own your  specific portfolio of customer's performance.
• Act as a point of contact for customers, understanding customer needs, and resolving customer issues in a timely manner.
• Train customers on how to perform common repair work, complete required maintenance, and self diagnose or resolve system issues.
• Complete trip reports and site visit summaries.
• Track work hours via AMP systems to ensure accurate billable hours. 
• Work with Site Reliability Engineers to identify areas of high customer risk and create mitigation plans.
• Close the engineering feedback loop by systematically reporting unique, high-frequency service requests, performance concerns, or hardware failures.
• Guide the transition process from installation to service through seamless technical communication with internal teams and take-over-certificate review.
• Consolidate and maintain AMP service documentation (including videos, podcasts, interpretive dances, etc.) into an internal and external knowledge base - becoming a super-librarian for a greener planet.
• Evaluate product concerns against specifications and warranty coverage.
• Process customer warranty claims via Salesforce.com.
• Train and mentor new members of the Service team.
• Other field service tasks.

The successful candidate will have: 

Required Skills:

• Minimum 3-5 years hands-on field service experience servicing equipment at customer locations as well as remotely.
• Experience effectively communicating with multiple levels and skill sets within an organization.
• A strong technical hardware or field engineer/technician background (practical experience preferred but not exclusionary).
• Experience with industrial controls (valves, sensors, actuators, control systems).
• Ability to travel on a moments notice to service customers at their locations. 
• Comfortable working in the field at a customer site and in an office environment.
• Highly proficient with common field tools (tap/die, impact drills, grinders, multi-meter, etc.).
• Imaginative and open mind for problem solving.
• Analytical skills to not just report data, but use it to offer and enact sustainable solutions.
• Proven history of process ownership (create a flow diagram etc).
• Examples of audio-visual presentations and/or writing samples.
• Ability to work equally well in a team or solo environment.
• A desire to learn something new everyday, then teach a teammate.
• Extremely resourcef