Senior Field Service Technician

Mission-Driven. Honor-Bound. Fairbanks Morse Defense. What’s your calling? For the men and women of Fairbanks Morse Defense it’s the rapid and effective support of the fleets that entrust us to design, develop, and deliver the best naval power technology on the planet. We’re one of the nation’s leading marine defense contractors because of the highly trained and dedicated teams that provide reliable power systems, parts, and aftermarket services to the U.S. Navy, Coast Guard, Military Sealift Command, and Canadian Coast Guard. When you join Fairbanks Morse Defense, you join a legacy of commitment that spans 150 years. Fairbanks Morse Defense offers competitive benefits with a wide range of training and development opportunities. Our world-class teams are dedicated to helping every individual achieve their full potential. Discover what it’s like to be a part of the Fairbanks Morse Defense team here: https://www.fairbanksmorsedefense.com/careers


Summary

A Senior Field Service Technician (SrFST) is responsible for installation, commissioning, scheduled and emergency service on products serviced by Fairbanks Morse Defense commensurate with appropriate certification. Products may include, but are not limited to, diesel engines, electrical controls, roll-up doors, cranes, elevators and davits. The SrFST is required to establish, promote and maintain excellent rapport with all customers, co-workers, sales representatives and others as appropriate. The SrFST is also required to maintain continuous communication with Region Offices, and direct manager.


Principle Duties and Responsibilities

ROLE
◦ Relies on extensive experience and judgment to plan and accomplish goals
◦ Ability to diagnose, troubleshoot and repair qualified products
◦ Requires no direct supervision for daily operations based upon training
◦ Leads and directs the work of other associates in the region
◦ Meets qualifications for project overhauls
◦ Capable of leading complete engine overhauls on qualified engines
◦ May occasionally be assigned to shop duties such as general machining, part inspections, assembly, testing, and warehouse.

TECHNICAL
◦ Provide On-the-Job training as required
◦ Conduct Customer Equipment training
◦ Provide first level escalation support for fellow associates in the district
◦ Render on site and phone assistance to customers and fellow associates
◦ Communicate with Product Engineering on equipment issues
◦ Perform work related tasks according to company guidelines for scheduled maintenance and recommended solutions.
◦ Implement Engineering Change Orders, Field Service Change Orders and Service Information Letters according to published guidelines

SAFETY
◦ Operate in a safe manner in accordance with published safety guidelines
◦ Must wear appropriate PPE as per company guidelines and accordance with job duties
◦ Report all work related accidents or injuries immediately to the appropriate personnel.
◦ Complete annual safety training requirements as outlined on regional safety schedule.

ADMINISTRATION
◦ Provide accurate and timely reporting according to company guidelines
◦ Timecards, expense reports, mileage reports, project closure, et al.
◦ Obtain and Maintain certification for this position based on internal Service Progression Requirements
◦ Provide estimated time of arrival to the Customer where applicable
◦ Maintain company property according to company policies
◦ Vehicle, credit cards, PPE, test equipment, laptop, pager, et al.

CUSTOMER SATISFACTION
◦ Provide proper and adequate communication to internal and external customers
◦ Complete scheduled maintenance documentation properly and provide to the customer upon completion of each designated assignment
◦ Provide estimated time of arrival to the customer where applicable
◦ Strive to provide all customers a “first time fix” for their equipment
◦ Maintain customer satisfaction rates according to company guidelines
◦ Attend customer meetings as required

PERFORMANCE
◦ Maximize productivity by combining service opportunities
◦ Complete all work in an efficient and timely manner
◦ Capable of making strong decisions, technical and commercial, under pressure
◦ Properly evaluate site and equipment for appropriate billing status
◦ Maintain productive utilization rate according to company guidelines
◦ Adhere to company dress code and safety regulations
◦ Understand and comply with company escalation process