Sr Field Service Technician 1-M106J01

Matthews International; Springfield (MA); On-site; USD 80,000 - 110,000; Full time

Job summary

Matthews Memorialization seeks a Sr Field Service Technician to install, troubleshoot, train, and upgrade equipment at customer sites, including PLCs and sensors. You will assist sales with service opportunities and maintain service documentation.

Travel locally and nationally is required; candidates should have a technical degree or equivalent, 6+ years of service experience, and strong communication and problem-solving skills.

Qualifications

• Associate’s degree or certification in a technical field.
• 6+ years of Service Technician experience or equivalent.
• Willingness to travel locally, nationally, and/or internationally.
• Strong written and verbal communication skills.
• Proficient with MS Office and Salesforce for service cases.

Responsibilities

• Installs systems including custom applications.
• Performs start-ups, maintenance and repairs as needed.
• Communicates with customers to resolve service issues and advise on investments.
• Provides technical assistance via phone and email; coordinates with product services/engineering.
• Develops and conducts training on safe operation of equipment for customers and distributors.
• Maintains inventory, tool kits and company vehicle.
• Keeps Salesforce cases updated and supports sales during calls.
• Trains, mentors and coaches less-tenured technicians on service jobs.

Skills

Analytical thinking

Interpersonal skills

Problem solving

Presentation skills

Budgeting

Project management

Planning

Education

Associate degree in technical, electrical or mechanical technology

Tools

MS Office Suite

Outlook

Salesforce

Job description

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

Location(s)

Springfield , Massachusetts 01103 , United States

Requirements

• Associate’s Degree and/or certification/apprenticeship in technical, mechanical, electrical technology or related field
• 6+ years of previous Service Technician experience; or equivalent combination of education and experience.
• Routine travel either locally, nationally, and/or internationally may be required.
• High degree of proficiency in MS Office Suite, Outlook & Internet applications.
• Strong analytical, prioritizing, interpersonal, problem‑solving, presentation, budgeting, project management (from conception to completion), & planning skills.
• Strong verbal and written communication skills (including analysis, interpretation, & reasoning).
• Solid understanding and application of mathematical concepts.
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients.
• Ability to work well autonomously and within a team in a fast‑paced and deadline‑oriented environment.
• Ability to work with and influence peers and management.
• Self‑motivated with critical attention to detail, deadlines and reporting.
• Ability to work overtime as necessary.
• Must have current driver’s license

PHYSICAL ASPECTS/WORK ENVIRONMENT:

• Regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk, hear and see.
• Regularly lift and/or move up to 50 pounds, and occasionally up to 100 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Regularly exposed to wet and/or humid conditions, moving mechanical parts, fumes or airborne particles, extreme cold & heat, risk of electrical shock, and toxic or caustic chemicals.
• The noise level in the work environment may be high.
• * Reasonable accommodations may be made to enable individuals to perform the essential functions.

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