Field Service Technician - Concrete Products

At Columbia we come to work every day driven by the belief that innovation can transform industries, empower communities, and create a more efficient, sustainable world.

With operations spanning five continents and a commitment to excellence in service and support, our purpose extends beyond engineering advanced equipment. We are pioneering innovation and paving a better tomorrow with factory automation solutions worldwide.

Summary:  Provides technical customer service and support during the installation, commissioning, and servicing of Concrete Products equipment.

Essential Duties and Responsibilities:

Contributes to customer satisfaction

• Provides comprehensive assistance in person or via phone or email
• Supports customers with timely response to service requests that includes frequent travel up to 75%
• Educates, trains, and troubleshoots problems both on-site and remotely
• Maintains a professional demeanor with customers and establishes a rapport to maintain overall customer satisfaction

Ensures proper electrical and mechanical installation

• Supervises local electricians, assemblers, and welding personnel during installation
• Ensures that all aspects of the equipment are functioning properly and safely.

Finalizes the equipment commissioning process

• Tests local input and output once the electrical installation is complete
• Tests all devices after installation and assures all control interlocks and alarms are functioning
• Educates and trains customers on equipment and safety features to ensure continued proper functioning of the equipment.

Ensures that production schedule and profitability commitments are met

• Complete the service trip in a safe and efficient manner within the allotted time frame
• Exhibits continual awareness of quality standards and estimated cost parameters

Assists with sales support

• Increases customer interest in plant upgrades and future modifications
• Prescribes recommended parts that should be purchased and provide recommendations on maintenance issues
• Provides technical support to sales representatives, records key information to aid the sales team in quoting

Documents project requirements

• Completes job and expense reports within established time guidelines
• Documents and communicates information regarding the status of projects, all on-site changes, and provides input and feedback in the development of service manuals.
• Document safety issues that are observed

Utilizes CRM system to manage customer relationships

• Records historical solutions and diagnostic experience via the solutions database.
• Utilizes CRM system to build a customer knowledge database.
• Utilizes CRM system to track relevant service trip reports, assign tasks, and update Service Trip Status

Supports internal and external customer service

• Understands and documents internal and external customer needs and expectations
• Develops resources and critical service metrics to ensure these needs are bring met
• Communicates to appropriate team(s) when an expectation will not be met

Provide After-Hours technical support

• Documents processes and procedures, eliminates non-value added activities, and participates in cross functional CI teams

Customer-Required Drug and Alcohol Testing

• Employees assigned to work at customer sites or on specific customer-related projects at Columbia Machine, Inc./Columbia Okura, LLC. will be subject to any additional drug and alcohol policies and testing programs required by the customer, provided that the policies and programs consist with all applicable federal, state and local laws. Before any testing occurs, employees who are subject to customer-related testing must sign the Employee Consent to Customer-Required Drug and/or Alcohol Testing Form.

Vali