Customer Service Technician

FARO is an imaging company - and an imagining  company. We envision a better, more insightful, and more powerful world realized through digital 3D means and measurement technologies. Right from the start, we have helped our customers make better decisions - faster and more accurately than anyone else in the industry.  

We work with the largest companies on the planet to provide the solutions that enable them to overcome their most pressing industry challenges. In aerospace and automotive, we work with firms like SpaceX, NASA, Tesla and Volvo among others. In the construction industry, we work with the largest builders to scan and design astonishing projects. For public safety professionals, our forensics scanning tools solve crimes and document scenes with high tech gear you probably see on CSI and in the movies! 

We believe that if it can be dreamed it can also be measured. And if it can be measured, it can also be realized.

Essential Functions:

• Work from production check lists, procedures, instructions, customer and unit records, diagrams, prints, schematics, computer programs and similar documentation.

• Receive units from customer based on documentation provided through previous customer contact by others.  Document receipt of items and perform diagnostics review of unit to determine operating performance and potential causes and areas of failures.  Tear down units and examine components, testing for proper operation as required.  Replace circuit boards or other components including wiring and mechanical parts.  Make required modifications and reassemble units.  Diagnose hardware and software problems, isolating areas of potential or actual problems and make required modifications to suit current requirements and resolve problems.  Test repaired or modified units, reassemble to suit specifications and issue repaired units for shipping by others.

• Document repairs and annotate customer and product files as required.  Print and include required documentation of repairs and modifications and prepare software and documentation upgrades as required.

• Receive units from production or quality staff where failures occurring during production require unit tear down and complicated repair or replacement of components.  Make required repairs, reassemble unit and document extent of rework required.  Submit unit for continued processing through final production stages as appropriate. 

• Assist other team members by checking work prior to release of repaired or modified units.  Notify engineering of conditions requiring more complex resolution, recurring failures or service issues or identified product limitations.  Propose designs for new service jigs or fixtures.

• Consult with Customer Service Specialists on the determination of resolutions to specific customer problems.

• Prepare any range of required documentation, manually or in computer system to communicate, account for and record testing, calibration and disposition of units.

• Control inventory of departmental equipment and units in for service.  Requisition and maintain supplies of consumable materials used in departmental operations. 

Other Duties INCLUDE BUT ARE NOT LIMITED TO:

• Perform or assist with any departmental operations, as required or directed, to maintain work flow, operate within safe material handling limits to protect parts from damage and meet production schedules and requirements.

• Maintain safe work area and comply with safety procedures and equipment operating rules.

• Attend and participate in a variety of meetings and task force groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements and policies.

• Act as administrative team leader as elected and/or assigned.  Communicate general business, quality, performance and productivity issues to team members, monitor and report on team performance against plan and prepare and post team performance reports.  Document, maintain and forward team attendance records.

• Recommend revisions to control documentation such as production check lists, operating procedures and policy manuals.  Make and distribute authorized modifications as directed. 

• Maintain work area in a clean and orderly condition.  Perform other related duties as assigned.

Physical Requirements:

Occasional lifting of very light or lightweight materials, some lifting of average weight materials up to 60 lbs, some bending and stooping, pushing and pulling, frequent sitting and standing, some reaching, upper body and arm rotation and hazardous chemical use. 

Tool and Equipment Used:

Hand and hand power tools, pallet jack