Lead Field Technician - Elk River, MN
51 minutes ago
Job description
Position Summary
The Lead Field Service Technician is a Level 3 tech who will be responsible for all Service Technician daily duties to troubleshoot, repair, and install equipment in the petroleum industry while communicating resolutions to the customer and CSR's within O'Day Equipment. They will serve as a resource and mentor to other Field Service Technicians in the field and help develop team members by helping to remove barriers, and technical assistance. Provide a good example for branch technicians to follow and advocating for the company.
Primary Roles and Responsibilities
- Lead, Manage and Accountable (LMA)
- Provide outstanding customer service
- Follow the O'Day Service call procedure
- Safety
- T-Site Inventory Management
- On Call Duties when assigned
Activities
Lead, Manage & Accountable
Be a resource for other technicians in the field throughout the workday
- Provide on the job training to new technicians
- Set example for other technicians by following procedures and being timely with completion of work, closing calls and completion of paperwork
- Show O'Day core values in work, appearance and attitude
- Be a positive influence and mentor to new technicians
- Be a technical resource to management when improving efficiencies and workflows
- Provide technical materials and documentation to assist new technicians
Accountable for diagnosing, repairing, configuring, and installing equipment and software sold by O'Day Equipment or requested by customers
- Maintaining all certifications and continuing education needed to perform service work
- Perform work in a timely and efficient manner
- Follow technician process and procedures per the Service Technician Procedure Manual
- Take ownership and pride in the service call and workmanship
Accountable for Providing Outstanding Customer Service
- You are there to solve a problem and leave them in a better position than when you got there
- Always arrive to customers sites looking professional and ready to work in O'Day Uniform
- Provide feedback to the customer while on site
- Maintain a positive attitude
- Provide top notch customer service
- Colaberate with the internal Service department - ASM and CSR's
Accountable for following Service Call Procedures
- Service Call procedures must be followed 100%
- Solve Customer Problem
- Fill Out information using Mobile Tech prior to leaving site
- Complete all SR's/vendor paperwork prior to departing the site
- Fill out timesheet or Mobile Tech time prior to leaving site
- Sync Mobile Tech device regularly throughout the day
- Bar Code equipment on site using Mobile Tech
Accountable for Safety in all Aspects of their Job
- Wear required safety garments
- Follow safety procedures while working at sites
- Keeping company vehicle clean (inside and out)
- Report maintenance needs to your Regional Operations Manager
Accountable for Inventory on Service Vehicle
- Record all inventory used in the execution of a service call
- Parts/Inventory on service vehicle is kept in a neat and organized manner
- Perform all required inventory counts for assigned T-Site
Accountable for following the After Hours On Call Policy
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