Field Service Technician - Springfield

Springfield, Missouri
Lift Truck Center
08-09-2019
Lift Truck Center, Inc.
Depends on Experience 
Full Time
Title: Field Service Technician
Supervisor: Service Manager
Department: Service
Status: Non-Exempt
 
Summary
 
The Field Service Technician is highly visible in the eyes of our customers and is responsible for creating and maintaining ethical customer and internal relationships by demonstrating integrity, customer focus, respect and a continuous improvement attitude. Displaying professionalism (including personal hygiene and appearance), meeting quality, repair time standards and performing all levels of repair and preventive maintenance on internal combustion and electric powered equipment, pressing tires, ordering parts, communicating with customers, and other general service department duties as directed by the Service Manager or Dispatcher.  Abide by the employee policy manual.
 
Essential Functions-Kaizen (continuous improvement of process and reduce waste)
 
Administrative – Maintain communication with Service, Parts, and Sales department in order to complete work and increase sales.  Utilize various computer OEM software programs, diagnostic analyzers and tools as resources.  Record service hours, truck hour meter readings, obtain customer signatures, and comply with any customer specific required processes.  Maintain accurate time card entries with work order numbers.  Participate in all job-related training and development.  Maintain a clean and orderly work area following Toyota 5S processes.  Follow all safety and environmental procedures utilizing appropriate Personal Protective Equipment.  
 
Inventory Control – Maintain personal and LTC tool inventory.  Technician is accountable for parts stock inventory on van.
 
Service – Safely drive service vehicle to perform the majority of repairs at the customer location (occasionally working in the shop).  Communicating with Service Dispatcher or Service Manager upon customer arrival and completion.  Read and understand operating manuals, electrical and hydraulic schematics.  Perform diagnostics and determine what repairs are needed and advise the Service Manager or Dispatcher and customers as necessary (especially with safety related issues).  Recommended repairs are to be verbally reviewed with the customer while obtaining their signature on the work order.  Repair and replace damaged or worn parts as approved by customer.  Test equipment after repair or assembly to ensure proper performance and compliance.  Legibly prepare all reports and forms required in conjunction with work orders, taking note of the cause of failure/problems.  Maintain clean and orderly work environment (clean up and dispose of waste properly).  Retain, tag, and place take off warranty parts in shop cabinet, and complete warranty documentation.  
 
Continued: Service and maintain company assigned tools and equipment.  
 
Service vans/trucks are to be maintained by Service technician with scheduled oil changes every 15,000 miles.  The air compressor is to be serviced annually.  The exterior of service trucks are to be cleaned once a month or as needed and time divided equally amongst the day’s work orders. The inside of service trucks should be cleaned throughout the day and time charged to appropriate customer work order.  Waste oil is to be contained and dumped as needed in waste oil container located in wash bay.  Must have a valid Class E driver license without restrictions that meet company’s insurer’s requirements.
 
Other Functions
 
Deliver or pick up parts (call Parts for PO’s prior to leaving location), run errands, etc. as directed by management.
Utilize E-learning service training tools to enhance your knowledge and certification level (expectation for all techs to obtain Bronze level within 18 months of employment)
Receipts for parts etc. are to be submitted daily to Parts for posting
Lost time requires approval before posting time, and a detailed and dated explanation written on the work order for each entry 
Parts replenishment will be maintained and accounted for by assigned technician, when inventory is sold off van, it must be noted with the accurate part number on work orders. Van inventory adjustments or changes are to be submitted to Parts Dept.  Field technicians are responsible for checking van replenishment bins and loading inventory on trucks.
Install LTC service, operator training, and date of last service decals on trucks being serviced
Occasional payment collection for COD customers upon completion of repairs
Communicate sales, rental and service leads
Assist with recruiting other qualified technicians
Timecards should be completed by throughout the day, not waiting until the end of the day or beginning of the next day to complete and should be emailed or sitting in the inbox by 8:00 each morning 
Field techs should have their first call and necessary parts for the following day (if we don’t have service calls to dispatch the night before, the tech’s are expected to call dispatch the following morning at 7:30. Start time is 8:00, the expectation is that techs are to be in route to customer locations
Field tech’s are expected to call upon safe arrival at customer location, and expected to call upon completion of work (after customer has signed work order and they’re back in the van) for tracking response and completion time 
Technical questions should go to Service Manager or contact technical at Toyota, Doosan, Sellick, or Advance for added trouble shooting advice
Field techs are expected to obtain a customers authorized signature on the work order, leave a copy and review findings/recommended work face to face with customers, and ask if the customer wants to proceed with additional recommended repairs (quote only if requested by customer) 
Assist with other duties assigned and directed by corporate management within the frame work of Lift Truck Center Inc.’s objectives.
 
Knowledge/Skills/Abilities
 
Strong knowledge of techniques (along with knowledge of permissible equipment modifications) used in the repair and service of industrial equipment 
Ability to identify complex mechanical problems and review related service information to develop and evaluate options for taking corrective action.
Good skills in operating vehicles and equipment 
Strong focus on customer service.
Able to communicate effectively as appropriate for the needs of customers or coworkers without the use of profanity
Capable of utilizing a laptop or tablet for completing work orders and checklists, and diagnostic troubleshooting, basic computer knowledge for internet E-learning portal and accessing service information 
Basic knowledge and use of company cell phone (including email, texting and camera) 
Use of cell phones while at customer locations is to be limited to business use only  
Basic knowledge of office machines, including copier, fax and printer.
Strong attention to detail and pride of workmanship
Able to work effectively both independently and in a team environment 
Able to complete repairs, and process paperwork with accuracy.
Meet customer commitments for scheduling service calls or planned maintenance
Demonstrates active participation and openness to new procedures, technology and structure.
Complete and pass Operator Training testing
Job description is subject to change based on the ever changing business environment
 
Physical Requirements and Work Schedule
Able to do occasional lifting (75 pounds) and work both inside and outside environmental conditions. Employee must be able to stand for an extensive amount of time.  Able to move or hold arms and hands in small areas, utilizing tools, for an extensive amount of time.  Able to use tools that vibrate for an extensive amount of time.  Able to work flexible schedule, including some evenings and weekends.
 
Education/Work Experience
High school diploma or GED required.  One year certificate from a college or technical school or at least three years’ experience and/or training in related field.
 
Highly Competitive Benefit Package Includes:

Competitive wages
Company pays 65%+ of health and dental premium for all tiers of coverage
Company paid life insurance
401K plan with company match
 
 
Lift Truck Center, Inc. is an equal opportunity employer.  Lift Truck Center, Inc. is an equal opportunity employer.  Finding the right employee is vitally important to our team. If hired, we recognize that you retain the option, as does the Company, of ending your employment with the Company at any time, with or without notice and with or without cause.  As such, your employment with the Company is at-will and neither this letter nor any other oral or written representations may be considered a contract for any specific period of time.