Senior Field Service Technician

Job Summary:

At Elovate, we pride ourselves on delivering above-and-beyond customer service. We are searching for a senior field service technician to provide on-site maintenance for our customers’ equipment. The senior technician will oversee regional equipment repairs, scheduling deployments, installing and testing equipment, troubleshooting issues, making repairs, and teaching our internal and external stakeholders how to operate their devices. Elovate is committed to serving both customers and employees in the best way possible. If you’re looking for a place to grow your career while providing impeccable service, we’d love to meet you.

Job Description:

At Elovate, we pride ourselves on delivering above-and-beyond customer service. We are searching for a senior field service technician to provide on-site maintenance for our customers’ equipment. The senior technician will oversee regional equipment repairs, scheduling deployments, installing and testing equipment, troubleshooting issues, making repairs, and teaching our internal and external stakeholders how to operate their devices. Elovate is committed to serving both customers and employees in the best way possible. If you’re looking for a place to grow your career while providing impeccable service, we’d love to meet you.

Objectives of this role

• Learn the ins and outs of our equipment to accurately answer questions and adequately serve customers
• Provide customers with tools and training to successfully operate their equipment
• Become an expert in identifying and diagnosing equipment issues
• Work seamlessly and cohesively with customer service representatives, logistics coordinators, and other members of the team
• Resolve all customer complaints and repair or replace malfunctioning equipment
• Leave customers feeling satisfied and confident in their equipment at the end of each visit
• Assist region with supporting repairs, tracking and reporting

Responsibilities

• Lead shift for ensuring proper schedule compliance and system deployments
• Provide coverage in the event of schedule call offs reducing any missed deployments.
• Work with team members to address any concerns with the trailer units and preventative measures.
• Work with field service technicians to thoroughly understand customer complaints and equipment issues before arriving on-site for maintenance
• Potentially Travel to job sites to deploy equipment, troubleshoot issues, diagnose problems, and fix or replace equipment as needed
• Provide regularly scheduled, ongoing equipment maintenance visits
• Conduct audits.
• Operate the company vehicle and provide schedule updates with tracking software
• Follow company procedures and safety policies
• Conducts role in accordance with the organization’s policies and applicable laws
• Delivery of quality service by meeting time, budget and customer expectations
• Has the experience and expertise to train less experienced employees
• Assisting in Interviewing, hiring, and training new field service employees
• Assists with handover of installations and startups of new systems

Skills and qualifications

• 3+ years of Maintenance experience required or relevant education.
• Ability to install equipment, diagnose problems, and make repairs
• Strong decision making skills
• Able to demonstrate knowledge of electrical and mechanical systems, as well as tools associated with repair.
• Must have Low Voltage and Inventory Management experience
• Must be able to lift at least 100 lbs.
• Proficient in Microsoft products.
• Strong time-management skills and an ability to stick to a tight schedule
• Excellent problem-solving skills with a knack for troubleshooting technical issues
• Ability to collaborate with others and work well on a team
• Enthusiasm for providing excellent customer service
• Excellent communication skills

Preferred qualifications

• Bachelor’s Degree or 4 years of experience in related field.
• Valid driver’s license
• Customer service background
• Experience performing on-site maintenance
• Availability to work irregular shifts, including evenings and weekends

Elovate is an Equal Employment Opportunity Employer that values equity, diversity and inclusiveness in the workplace. We are committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all.

Women/Men/Veterans/Individuals with Disabilities/LGBTQ+ are encouraged to apply

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