Field Service Technician - Columbia PSI

Summary:  Provides technical customer service and support during the installation, commissioning, and servicing of automated bagging and palletizing equipment, as well as customer training and technical assistance.

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 SugarCRM to manage customer relationships
•    Records historical solutions and diagnostic experience via the solutions database.
•    Utilizes SugarCRM to build a customer knowledge database.
•    Utilizes SugarCRM 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 are consisted 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.
Valid Driver’s License and Driving Record 
•    Ability to travel to/from airports and/or customer facilities utilizing your own, leased or rented vehicle, therefore requiring a valid Driver’s License and Driving Record that does not fit the criteria of a high risk driver (as noted in our company Vehicle Policy).
Contributes to the continuous improvement effort
•    Documents processes and procedures, eliminates non-value added activities, and participates in cross functional CI teams
Maintains professional and technical knowledge
•    Establishes personal networks, participates in profess