Field Service Technician

Astrophysics Inc.; New York (NY); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Health benefits

401(k) with match

Holidays + PTO

Donuts Fridays

Company luncheons

Job summary

Astrophysics Inc. is seeking a Field Service Technician based remotely in NY to install, maintain, and repair X-ray security systems at customer sites.

You will travel to diverse locations, perform on-site and preventative maintenance, document service activity, and deliver excellent customer service. Requires valid driver’s license and reliable vehicle.

Qualifications

• Associate’s or Bachelor’s degree in Electronics, Computer Engineering, or related field.
• 2–7 years of field service or technical support experience.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and professional appearance.
• Ability to travel to multiple sites frequently.
• Fluent in written and spoken English.

Responsibilities

• 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.
• Input and maintain all data in the service databases, ensuring timely and accurate completion.
• Review machine and customer information prior to arriving on-site, and prepare equipment and paperwork.
• Update the customer and service headquarters on progress and status of service call.
• Deliver the customer package, including warranty, survey, and copies of reports.
• 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.
• Support for custom product installations, upgrades, and special projects.

Skills

Field service

Troubleshooting

Customer service

English fluency

Education

Associate's or Bachelor's in Electronics/Computer Engineering

Job description

Job Summary

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 New York, NY.

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.

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 (909) 598‑5488.