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 Field Service Technician (FST) 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 FST is required to establish, promote, and maintain excellent rapport with all customers, co-workers, sales representatives, and others as appropriate. The FST is also required to maintain continuous communication with Region Offices, and direct manager.


Principle Duties and Responsibilities

ROLE
• Relies on experience and judgment to plan and accomplish goals
• Ability to diagnose problems and develop solutions for qualified products
• Can work independently on qualified products
• May occasionally be assigned to shop duties such as general machining, part inspections, assembly, testing, and warehouse.

TECHNICAL
◦ Meet qualifications for providing Tech Rep support services
◦ Keep current on Engineering Change Orders, Field Service Change Notices and Service Information Letters
◦ Keep all service manuals up to date with latest revisions
◦ Document work performed on Service Reports and write Condition Found Reports

SAFETY
◦ Operate in a safe manner in accordance with published safety guidelines
◦ 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, 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

PERFORMANCE
◦ Maximize productivity by combining service opportunities
◦ Complete all work in an efficient and timely manner
◦ Maintain productive utilization rate according to company guidelines
◦ Adhere to company dress code and safety regulations
◦ Understand and comply with company escalation processes and procedures
◦ Maintain proper communication with all levels within the organization
◦ Must act and perform as a role model to field service technician associates. Lead by example in all aspects of job requirements
◦ Conduct themselves with a high degree of professionalism and of service delivery
◦ Ability to manage stressful internal and external customer situations with diplomacy.

All other duties as assigned

Qualifications and Educational Requirements
• Education and Experience Requirements: High School Diploma or GED required; and at least one or more of the following required:
◦ Associate Degree in a technical discipline and four years military experience or relevant industry