Field Service Technician

Astrophysics Inc.; San Jose (CA); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401K plan with employer match

11 paid holidays, 10 PTO days

Fringe benefits and company events

Job summary

Astrophysics Inc. is seeking a Field Service Technician to perform on-site installations and maintenance of X‑Ray security systems at customer locations.

This remote-based role covers San Jose and surrounding areas, with required travel, excellent customer service, and strong problem-solving skills. You will diagnose, repair, and document service activities, train customers as needed, and support special projects.

Qualifications

• Associates or Bachelors in Electronics, Computer Engineering or related field.
• 2–7 years of technical support or field service experience.
• Excellent analytical, problem-solving and troubleshooting ability.
• Excellent customer service skills.
• Fluent in written and spoken English.
• Ability to travel to various work sites.
• Secret-level security clearance if required.

Responsibilities

• Perform on-site installation, preventive and corrective maintenance.
• Complete service documentation, including reports and surveys.
• Test and diagnose faulty equipment and manage returns of parts.
• Input and maintain data in service databases and software.
• Prepare equipment and documentation before arriving on-site.
• Provide progress updates to customer and service HQ.
• Deliver customer packages including warranty and reports.
• Promote extended warranty contracts and repeat x-ray purchases.
• Provide operator/technical training and phone support.
• Support custom product installations and special projects as needed.

Skills

Analytical skills

Troubleshooting

Customer service

English fluency

Professional appearance

Education

Associate’s or Bachelor’s Degree in Electronics or Computer Engineering

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 San Jose, CA.

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.

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].