Field Services Technician (FST) - Huntsville

Job Description

Job Description

Salary: $27 - $32 hr DOE w/benefits

NOMAD GCS DOES NOT SUPPORT THE H1B VISA FOR THIS POSITION.

Position: Field Services Technician (FST) I - Huntsville
Division: Customer Experience
Department: Customer Experience
Status: Full-Time

This position may require training in Columbia Falls, Montana for 2-4 weeks after hire. Training will continue afterwards in Huntsville and during travel to customer sites.

Overview: Nomad Global Communications Solutions is a leading provider of communication and response products serving a wide variety of customers. Our purpose is to be the solution when every minute matters. We seek a candidate that is self-inspired to learn and demonstrates a high degree of customer service while positively contributing to our team.

The Field Services Technician (FST) is responsible for ensuring day-to-day service needs are met for assigned customers and geographic territories. They independently manage all aspects of on-site installations, upgrades, remedial activities, and preventive maintenance for Nomad GCS products, devices, and systems based on documented processes and procedures. FSTs have responsibility for developing and maintaining a high level of customer satisfaction throughout the service delivery process.

Responsibilities:

Product Implementation & Support

• Install Nomad upgrades, including system hardware, electrical connections, and sub-assemblies (parts).
  • Set up equipment and components.
  • Perform onsite inspections of installations.
  • Provide commissioning support both pre-installation and post-installation.
  • Supervise, participate in, and report on tests performed in the field.
  • Provide warranty and post-warranty support.
• Perform quality checks and full functionality tests on all systems, including:
  • Supervising and/or performing all tests required by contract.
  • Scheduling and/or performing preventive maintenance work.
• Repair, troubleshoot, modify, and test Nomad equipment, including:
  • Repairing subassemblies at a workbench.
  • Scheduling maintenance work.
  • Tracking defective parts, shipments, and repairs.
  • Performing upgrades on equipment.
  • Providing extensive quality support during all phases of device testing.

Client Services

• Provide coaching and support for customer personnel.
• Introduce customers to Nomad offerings that improve efficiency and operations.
• Support staff on both the use and functions of all Nomad equipment, demonstrating hands-on recommended procedures as appropriate.
• Provide on-call support as required, including covering scheduled on-call rotations, providing on-site service with short notice, and responding to customer calls.
• Maintain professional and customer-centric attitude, conducting business with a strong sense of customer understanding and sensitivity.
• Accurately represent needs of customer to other Nomad departments to ensure they are met.
• Travel to customer locations to perform determined service/warranty solutions, often on short notice for indeterminate periods of time.

Documentation

• Maintain accurate, ethical reporting of appropriate business documents, including but not limited to:
  • Updating service delivery systems as required.
  • Service activity follow-up.
  • Activity-based time reporting.
  • Timely completion of implementation and service task reports/documents.
  • Managing email communications.
  • Timely and accurate submission of expense reports.

General

• Adhere to a budget given by management for warranty/service costs.
• Obtain passport, international visas, and US military base access as needed.

Basic Knowledge Desired:

• Be able to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Have strong knowledge of Mechanical, Electrical and IT systems.
• Understand and/or be willing to learn IT Services and their associated products.
• Have a customer centric attitude, teamwork, commitment, effective communication, understands meeting customer needs, problem solver, adaptable, shows initiative, uses sound judgment, and dependable

Travel Requirements:

• This position requires the ability to travel with short notice and to travel to customer and non-customer sites within the assigned local territory, as well as travelling in support of projects outside their assigned territory. Expectation of 50-75% travel for work.
• Potentially required to work holidays, weekends, nights, etc.
• The flexibility to work remotely via computer or phone.

Physical Demands:

• While performing the duties of this job, the employee is regularly required to use hands and arms to finger, handle, feel, reach, or operate objects, tools, or controls.
• The employee is frequently required to stand, walk, climb, balance, stoop, kneel, crouch, crawl, talk, hear, and is occasionally required to sit.
• The employee may occasionally lift and/or carry up to 25 pounds and occasionally lift and/or move up to 50 pounds. Anything heavier than 50 pounds will require two people to lift / carry.
• Specific vision abilities required by this job including close vision, distance vision, peripheral vision, depth perception, and the ability to distinguish individual colors.

Qualifications & Experience:

• High school diploma or GED.
• 2-4+ years relevant experience in the installation, maintenance, and repair of electro-mechanical equipment preferred.
• Knowledge of DOT requirements strongly desired.
• Proficient in handling small parts and tools.
• Valid drivers license in good standing required, Commercial Drivers License preferred.
• Valid passport required.

Nomad GCS is an equal opportunity employer, (EOE,) and voluntarily follows affirmative action guidelines. As an equal opportunity employer, Nomad GCS does not discriminate in its employment decisions on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable state and local laws.