Field Support Technician

Summary

Join New Era Technology, a global company with over 4,500 professionals, dedicated to providing secure technology solutions. This role involves providing onsite technical services for mission-critical cooling systems, including installation, startup, commissioning, maintenance, and troubleshooting. You will work with a team of industry-certified experts, receive continuous training, and enjoy competitive benefits. If you are passionate about making an impact in a supportive and growth-oriented environment, apply today and help shape the future of work.

Requirements

• Minimum of 2 years of experience in field service or a similar technical support-related position
• Prior experience of working within Data Center environments is
• Ability to successfully apply technical knowledge to identify root causes
• Ability to demonstrate excellent customer service and communication skills
• Ability to read basic product drawings, electrical schematics, and technical specifications
• Requires the ability to manage priorities effectively
• Ability to travel with little notice may be required
• Troubleshooting skills and sound technical judgment
• Ability to work both onsite independently and as part of a team
• Availability to work extended hours, if applicable, including participation in a 24/7 on-call rotation
• Ability to pass customer-specific background check processes, if applicable
• Experience reading Electrical Schematics
• Experience working with 200 – 440-volt equipment (High Voltage)
• Prior experience with electro-mechanical equipment, servos, sensors and actuators
• Willing to travel when needed
• Hands on hardware troubleshooting and repair experience (Hands on may be folks who have worked on other products that require parts swapping etc VS just monitoring systems from a keyboard)
• Prolonged periods of working at Customer facilities standing, lifting, bending, kneeling, etc
• Must be able to lift to 75 pounds at times
• Travel may be required up to approximately 20% of the time

Responsibilities

• Participates in system deployment project for established service area, by delivering installation, startup and/or commissioning support services
• Provides onsite support by assisting in fault isolation of electro-mechanical systems
• Identifies necessary parts to resolve customer equipment failures
• Responds onsite to dispatches, within required timeframe as specified in customer service level agreements (SLAs), for scheduled and unscheduled services requests
• Serves the department by participating in the development of service bulletins, procedures, process improvements and other collateral duties as required
• Maintains accurate customer service records and reports within the Case Management System/CRM
• Contributes to the creation of Knowledge Articles and other technical-related documentation
• Serves as a resource to sales personnel for assigned service area
• Recommends improvements to manuals, operational processes and procedures as needed
• Contributes to training course content development and provides training to customers and other field service personnel, as required
• Maintains knowledge of new products
• Other duties as assigned

Preferred Qualifications

Associate degree from two-year college/technical school with a certificate in an IT Hardware-related discipline preferred, or an equivalent combination of education and experience to successfully execute the role