Sr Field Service Technician 1-M106J01

Matthews International; Los Angeles (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

Matthews International is seeking a Sr Field Service Technician to perform on-site installation, start-up, and servicing of complex equipment at customer sites in the Los Angeles area. You will train customers, troubleshoot issues, and drive sales support for maintenance agreements and spare parts.

Responsibilities include coordinating with engineering, service, and sales teams, maintaining tool kits and vehicle, and upholding Salesforce case and calendar updates to enable timely billing and

Qualifications

• Experience in on-site equipment installation and commissioning.
• Ability to troubleshoot and repair complex systems.
• Strong customer communication and problem-solving skills.
• Familiarity with Salesforce and service case management.

Responsibilities

• Installs systems including custom applications.
• Performs start-ups and ongoing maintenance and repairs as needed.
• Communicates with customers to resolve service issues and advise on investments.
• Provides technical assistance via phone and email for troubleshooting.
• Develops and conducts training on safe operation for customers and distributors.
• Maintains equipment inventory, tool kits, and company vehicle.
• Keeps Salesforce calendars and cases updated; supports sales during calls.
• Collaborates with engineering on schematics and service matters.
• Ensures Salesforce cases are completed timely for billing.
• Trains and mentors less-tenured technicians on service jobs.

Skills

Installation

Troubleshooting

Customer communication

Sales support

Training

Tools

Salesforce

Job description

The Sr Field Service Technician provides on-site services for customers, distributors, and sales through installation, training, troubleshooting, repair, preventative maintenance, and upgrades of the business' equipment. Installations range from stand-alone systems to complex system integration with manufacturing, distribution, and processing lines including installation and integration of PLCs, encoders, sensors and software. The position promotes sales of maintenance agreements, new products, spare parts and consumables.

• Installs systems including custom applications.
• Performs start-ups of equipment on the business site, handles maintenance and repairs equipment as needed.
• Communicates with customers in solving any service-related issues, managing customer expectations and advising customer on investments to consider for equipment.
• Provides technical assistance, via phone and email, to help troubleshoot and repair equipment, coordinates problem resolution with product services, engineering, customer service and other personnel.
• Develops and conducts training on the safe operations of the equipment and demonstrates skills to trainees, including customers, distributors and team members.
• Maintains equipment inventory, tool kits, repair parts and company vehicle.
• Provides service support for sales during sales calls and provides support for new products, working with product management and sales.
• Keeps Salesforce, calendars and cases updated and current.
• Works with engineering team regarding equipment schematics and service.
• Ensures completion of Salesforces cases in timely manner so billing can be initiated.
• Trains, develops, mentors and coaches less-tenured technicians on service jobs.
• Additional duties as assigned