Field Service Technician

SUMMARY

Reporting to the Field Service Supervisor, the incumbent works towards achieving customer excellence by travelling to customer locations to address any field repairs (Turf Fields), issues they are encountering, while also performing routine maintenance in accordance to company policies and procedures. The Field Service Technician works hand in hand with the regional customer coordinator, who provides support by planning the Technicians schedule.

More specifically, you will have to:

• Traveling to customer locations in order to address maintenance service and repair needs to turf fields.
• Diagnose field problems and relay the information to the Customer Service and Field Service coordinators, who will contact the customer.
• Expedite customer problems and complaints to the CSR and team within 24 hours in order to maximize satisfaction.
• Goal to address repairs within 7 days of notification
• Ability to troubleshoot and repair various issues that may arise.
• Constant contact and communication with the Customer Service Coordinator, Field Care Coordinator, Field Service Manager and Regional Sales Associate
• Attend Weekly WIP Calls
• Educate customers on proper field practices for maintenance and how to properly use their field equipment.
• Good communication and interpersonal skills are vital when working with customers and a team.
• Achieve agreed upon sales targets and outcomes
• Coordinate sales efforts with regional customers
• Fill out detailed reports and keep records on services that have been provide. Transmit said reports to the CSR within 5 days.
• Build and maintain relationships with customers
• Ability to effectively manage time.
• Provide detailed log of work done when not linked to a repair or maintenance job.
• Present, promote and sell field maintenance and maintenance equipment to existing customers and prospective customers.
• Keeps company equipment operating and performs appropriate maintenance and repairs to equipment.
• Maintain a log of all equipment and equipment repair activity. 
• Maintain supplies
• Effectively demonstrate the ability to use Outlook, Concur, and Field Service Lightning apps

Competency:

To perform the job successfully, an individual should demonstrate the following Tarkett Core competencies:

Thinks Business – sees the opportunity and connection with business strategy.

Accountable – seeks ownership and is a driving force behind the initiative.

Risk for Results – handles uncertainty well and is comfortable with measured risk.

Kind to Customers – will go the extra mile to make FieldTurf the nicest company to do business with.

Empowers Collaboration – sees his/her role as being at the centre of a circle and actively engages the team.

Talent Developer – respects diversity, attracts strong talent and ensures continuous learning.

Thorough – peels back the onion, understands the details as well as the big picture.​

Additional job specific competencies;

Managing People - Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Fosters quality focus in others; Improves processes and services; Continuously works to improve supervisory skills.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Cost Consciousness - Works within approved budget; May contribute to cost saving measures; Conserves organizational resources.

Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected