Description
In addition to performing field service support tasks, this position is responsible for providing management of Field Service Support logistical technical assistance to HDT customers for fielded systems. Analyzes, organizes, plans, and administers various phases of day-to-day task assignments, technical and engineering support for FSRs performing maintenance/repair activities for one or more programs. Manages daily workload and assignments. This position may requires significant travel, sometimes internationally, on short-notice.
Essential Duties and Responsibilities:
• Leads initiatives to ensure HDT Field Service Technicians are trained and certified to perform variety of services and repairs on commercial and military equipment and products manufactured by HDT.
• Analyzes, organizes, plans, and administers various phases of day-to-day field service operations which include scheduling, coordination, and management of assigned tasks.
• Required to provision needed or replacement tools, special test equipment and parts to support maintenance/repair activities for multiple products and service agreements and projects.
• Able to analyze service contracts and documents, technical data, customer usage data, customer maintenance policies, customer operational characteristics, and related reports.
• Able to understand assigned projects to determine scope of work, resourcing, required tools and spares provisioning or maintenance/repair requirements.
• Ensures field failure and analysis reports accuracy and completed in a timely manner to support trend analysis, quality assurance initiatives and engineering support efforts.
• Identifies, prioritizes, and assesses key milestones in the field service activities and properly documents performance and anomalies in project execution.
• Provides real-time technical support to dispatched FSRs and customer inquiries.
• Effectively resources logistics, personnel, engineering support, and equipment assets and infrastructures to ensure first-time repair.
• Fosters and drives field service technician relationships and interaction with engineering departments while maintaining compliance with engineering playbook and best practice procedures.
• Conducts and monitors inventory of field service tools and equipment and analyzes availability of resources to achieve desired delivery times.
• Provides work leadership and mentoring for lower-level field technicians.
Education/Work Experience/Other Requirements:
- AAS-Air Conditioning & Refrigeration preferred
- High School or equivalent required
- AAS/BS preferred or equivalent trade certification and/or HVAC certified technician
- 5-10 yrs. HVAC, Electrical Repair, Engineer Design and Welding
- Possess high level of knowledge with SAP, EPDM, CAD and MS Office suite; specifically project, excel, word and powerpoint
- Familiar with Solidworks, SAP and Salesforce is desired
Disclaimer: This job description is not designed to be a complete list of all duties and responsibilities required for this role.
Equal Opportunity Employer of protected Veterans, disabled individuals or other individuals regardless of race, color, religion, national origin, gender, gender identity, age, or sexual orientation
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