Field Service Technician

Mettler Toledo AG; Northern (KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Mettler Toledo AG in the United States is seeking a Field Service Engineer to conduct on-site installations, repairs, preventive maintenance and customer training for instrumentation, software and applications.

You will represent the company as a Trusted Advisor, manage travel, documentation, and service coordination with Sales, Service and Product Management. Travel up to 75% with potential international travel for training.

Responsibilities

• Perform on-site installations, repairs, upgrades, and maintenance of assigned instrumentation and related software/applications.
• Establish and maintain the 'Trusted Advisor' role with customers through exceptional service and product knowledge.
• Document and report scheduling, utilization and escalation in a timely manner.
• Manage field inventory and travel, ensuring service work is completed within budget and timelines.

Job description

Summary

Reporting to Field Service Team Leader, this position will be responsible for conducting on-site installations, repairs, preventive maintenance and customer training (hardware, software and limited applications), for assigned instrumentation and supporting Field Service, In-House Repair, Sales, Customer Service and Product Management. The position will represent the Mettler Toledo standard of ‘Trusted Advisor’ to our customers

Essential Duties and Responsibilities

• Perform on-site installations, repairs, upgrades, and maintenance of assigned AutoChem instrumentation, including but not limited to infrared reaction profiling equipment, laser crystallization monitoring equipment, automated lab reactor and sampling solution systems, proprietary software and associated applications.
• Establish and maintain the “Trusted Advisor” role for all customer interactions by delivering exceptional customer service, expertise, product positioning, lead generation and training throughout the product lifecycle.
• Successfully complete advanced and expert level instructor led service product training
• Document, communicate and manage customer issues with Sales, Service and Support
• Proactively prioritize, schedule, track and execute service assignments to satisfactory completion
• Document and report scheduling, utilization and escalation in a timely manner
• Feedback non-conformance issues for quality enhancements and technical bulletins
• Manage and control field inventory
• Manage administrative time and deliver required e-work accurately and timely
• Quickly escape ongoing, prolonged field situations to service management
• Demonstrates exemplary skills in customer relations and enhance customer satisfaction by providing value-added services (e.g. Equipment Qualification)
• Successful service agreement and key account management
• Manage all travel and support expense at or below budget
• All other duties as assigned

Working Conditions

While performing the duties of this job, the employee is regularly exposed to fumes or airborne particles; toxic or caustic chemicals and risk of electrical shock. The employee is frequently exposed to work near moving mechanical parts. The employee is occasionally exposed to work in high, precarious places; outdoor weather conditions; risk of radiation and vibration. The employee is expected to consistently utilize available Personal Protective Equipment (PPE) as required by the work environment at the AutoChem offices and that of respective customer facilities according to established protocols. The noise level in the work environment is usually moderate.

Physical Demands

The employee must regularly lift and /or move up to 25 pounds and occasionally lift and/or move more than 100 pounds. Specific vision abilities required by this job include Close vision, Peripheral vision, Depth perception and Ability to adjust focus. While performing the duties of this job, the employee is frequently required to stand; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to walk; sit; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and taste or smell.

Travel Requirements

Willingness and ability to travel in excess of 75%, that may include extended overnight trips inside and outside assigned U.S. territory with international travel for service product training