Field Service/Engineering Support Technician

Are you a road warrior looking to cut back on travel? Do you love travel but prefer to also spend a good portion of time in the office?
Nesco Resource is seeking candidates for a Field Service/Engineering Support Technician for our busy manufacturing client! This is a direct hire position.
The Field Service/Engineering Support Technician will rotate between 2 weeks on the road assisting customers with installation, troubleshooting, service and repairs and 2 weeks in the office providing phone-based technical support and performing repairs on in house instruments.
' Provide world class customer support for on-site installation, validation and commissioning of all instruments
' Diagnose, troubleshoot, and resolve/repair customer issues
' Provide on-site training to customers
' Listen and respond promptly to customer concerns
' Timely and professionally handle field service calls and issues arising from the field service visits
' Build strong relationships with customers in the region to ensure the highest level of satisfaction
' Communicate with technical support and applications engineers to resolve customer issues and scheduling customer site visits
' Submit prompt, accurate service reports that affect billing, inventory, instrument history, and instrument failure.
' Identify service and instrumentation opportunities and escalates that information to the appropriate sales channel.
' Maintain accurate records and efficient usage of replacement parts inventory.
' Communicate directly with customers, sales reps, and distributors via telephone, electronically or face-to-face
' Manage multiple customer cases simultaneously and provide regular progress updates to customers with open support issues
' Provide pricing and delivery information
' Take and set up replacement part and consumable orders
' Set up return shipments for customers
' Provide RMA's for customer returns
' Schedule preventative maintenance visits
' Update and utilize salesforce.com and ERP systems
' Create troubleshooting documentation
' Excellent communication/customer service skills
' Highly-level of self-motivation
' Constant willingness to go above and beyond in supporting customers
' Highly mechanically inclined and able to develop creative solutions
' Ability to think analytically and solve complex customer problems
' Sense of urgency
' Strong interpersonal skills.
' Mechanically inclined
' 1-5 years of hands on experience in instrument repair or support
' Science or Engineering Degree preferred or combination of education and experience
' >50% overnight travel required for the position


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