Field Service Technician

Astrophysics Inc.; Dallas (TX); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Excellent medical, dental and vision

401K plan with 4% employer match

11 paid holidays, 10 PTO days

Free donuts on Fridays

Job summary

Astrophysics Inc. seeks a Field Service Technician to perform on-site installation, preventive and corrective maintenance of our X-ray security systems at customer sites.

This remote-friendly role requires travel, a valid driver’s license, and reliable transportation to support deployments in the Dallas area. You will diagnose issues, complete documentation, and provide exceptional customer service while promoting extended warranty services and repeat x-ray purchases.

Qualifications

• Associate’s or Bachelor’s Degree in Electronics, Computer Engineering, or related field.
• 2-7 years technical support or field service experience.
• Excellent analytical, problem-solving and troubleshooting ability.
• Excellent customer service skills.
• Professional appearance, demeanor and attitude.
• Ability to travel to various work sites.
• Fluent in both written and verbal English.

Responsibilities

• Install on-site and perform preventative and corrective maintenance.
• Complete service reports, surveys, parts requisitions and expense reports.
• Test equipment to diagnose malfunctions and manage parts return.
• Input data in service databases and ensure accuracy.
• Prepare equipment and documentation before arriving on-site.
• Communicate progress to customer and service HQ.
• Deliver customer packages including warranties and reports.
• Provide operator/technical training and phone support.
• Support for custom installations, upgrades and special projects.

Skills

Technical support experience

Field service experience

Customer service skills

Professional appearance

Fluent in English

Education

Associate’s or Bachelor’s Degree in Electronics or related field

Job description

Astrophysics Inc. is a global leader in X-Ray security inspection systems, dedicated since 2002 to making the world safer through advanced screening technology. Our systems protect critical infrastructure in over 150 countries, serving airports, government buildings, military bases, and more.We currently have an immediate full-time position opening for a Field Service Technician to be based remotely, located in or near Dallas, TX.

Job Summary:

The Field Service Technician is responsible for on-site installation, preventative maintenance, and corrective maintenance of Astrophysics products at various customer locations. In this role, the technician will troubleshoot, diagnose and repair products, perform maintenance, and complete all service documentation and reports. The Field Service Technician must maintain a professional appearance and provide exceptional customer service. The Field Service Technician position requires the ability to travel, reliable vehicle transport, and a valid driver’s license.

Essential Functions:

• Perform on-site installation, and preventative and corrective maintenance.
• Complete all necessary service documentation, including reports, radiation surveys, parts requisitions, and expense reports.
• Test faulty equipment to diagnose malfunctions and return the defective parts regularly, as parts are accumulated and shipping is cost-effective.
• Input and maintain all data in the service databases (including Astrophysics proprietary software and apps), ensuring timely and accurate completion.
• Review machine and customer information prior to arriving on-site, and prepare the necessary equipment, parts, and documentation in advance.
• Update the customer and Astrophysics service headquarters on progress and status of service call.
• Deliver the customer package, including warranty, customer survey, and copies of all relevant reports.
• Ensure an outstanding customer service experience.
• Promote the sale of extended warranty service contracts and repeat x-ray purchases.
• Provide operator and/or technical training.
• Provide technical phone support and documentation as needed.
• Provide support for custom product installations, upgrades, and special projects as required.

Education and Experience:

• Associate’s or Bachelor’s Degree in Electronics, Computer Engineering, or related field.
• 2-7 years technical support or field service experience.
• Excellent analytical, problem-solving and troubleshooting ability.
• Excellent customer service skills.
• Professional appearance, demeanor and attitude.
• Ability to consistently travel to various work sites.
• Fluent in both written and verbal English.
• Must be able to obtain and maintain a Secret-level security clearance, if required to perform assigned job duties.

Benefits & Perks:

• Excellent medical, dental and vision benefits
• 401K plan with 4% employer match
• 11 paid holidays, 10 PTO days
• Free donuts on Fridays, company luncheons and year end party!

Be part of a meaningful security mission with opportunities for personal and professional growth and development. Join our Astrophysics family today!

Equal Opportunity Employer

Astrophysics Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. For accommodation requests, please contact Human Resources at [phone].