Field Service Technician

Exodus Global is a privately held, family business with deep ties to Superior, Wisconsin. Exodus Global and its companies, ShearCore, BladeCore, Connect Work Tools, OilQuick Americas, and now RockZone Americas, have invested in state-of-the-art equipment and a world class manufacturing facility.

Our core focus is to have a positive impact on our company, the communities we operate in, and the industries we serve. We do this by focusing on our core values that include caring – caring about the customer, the company, and each other. An “on it” attitude – on it to work hard, to communicate and to always be thorough. Always does the right thing ¬– we take integrity in our work, we do the right thing even when it’s painful, and we always keep safety at the forefront. Lastly fun – we are company that believe in having fun at work and making a positive impact on all that we serve.

We’re looking to add to our company people who value integrity, believe in teamwork, and understand that we aren’t just a business…we’re a family.

Job Description

The Field Service Technician is a key role within our Service organization. The successful candidate will focus on supporting the customer by providing excellent technical service for our products. They will also serve as the primary liaison between the customer, inside sales, outside sales, engineering, and operations. The product line includes Shear Core Shears/Processors, Oil Quick Couplers, RockZone Attachments and Connect Work Tool Breakers which are the largest product portfolio within the division requiring proficient technical capability.

Salary is based on experience

Qualifications

• Associate’s degree, Hydraulic Certified or minimum of 5 years’ experience working on hydraulic mobile heavy equipment and attachments related to experience in lieu of a degree

• ​​​​​​Minimum of 5 years’ experience working on hydraulic mobile heavy equipment and attachments

• Strong interpersonal and communication skills with the ability to train other

• Resourceful and capable of making critical decisions

• Excellent public speaking ability on highly technical subjects

• Highly organized, self-motivated, and available for a high quantity of travel

• Microsoft Office applications and basic computer skills 

• Fluent in English (proficiency in Spanish desired)

• Ability to understand customer needs, marketing, and sales techniques

• Ability to travel extensively (up to 80%)

• Working knowledge of hydraulic tools and systems, machinery attachments and/or construction equipment

• Prefer prior knowledge of principles and applications of hydraulic tools in the demolition, recycling, and construction industry.

• Proficient use of electrical and hydraulic schematics

• A strong understanding of the technical diagnostic process

• Proficient with multi-meter, hydraulic pressure gauges and flow meters

• Capable of light field welding

• Understands and enjoys serving customers/dealers and helping others succeed

Job Duties 

• Visit customers and dealers to help diagnose and repair machines

• Serve as the lead technical point person for our products in the field

• Provide technical assistance for incoming service calls

• Build strong relationship with customers and partner with engineering and product management in adapting company products to meet individual requirements and specifications

• Promptly resolve customer issues and maintain good communication channels between the customers and relevant functions within the organization

• Document issues in the Service Database

• Coordinate with the customer for service trips

• Follow-up with customers and other Exodus personnel as necessary regarding repair status

• Perform technical and operator training

• Act as the voice of the customer for machine improvement ideas and suggestions

• Book flights, lodging and car rentals for travel

• Partner with the Inside Sales (and) External Sales teams to provide excellent service in all customer interactions

• Provide sales and technical assistance for the Exodus product lines including accessories

• Provide technical expertise to the customer on attachment applications, including travel to dealers/end user location on regular scheduled basis addressing service-related issues with products.  Interpret technical repair and parts manuals and instruct service personnel in proper maintenance procedures.  Follow up with correspondence regarding problems found.

• Communicate repair instructions to customer and/or contract service personnel via on-site customer visits, telephone, text, or email.

• Perform equipment installations, trouble shoot, diagnose, and perform equipment repairs on-site (mechanical, hydraulic, and welding repairs). 

• Proper PPE required while at jobsite or performing repairs on-site

• Promote good customer relations through technical support and field repair of attachments

• Communicate service and attachment performance information to Parts & Product Support, Engineering, and Manufacturing areas; daily communication and provide weekly trip reports to Product Support Manager

• Must be able to travel up to 80% of the time. This position requires extensive travel throughout assigned area of operation.  Some overseas and Canadian travel is also required.  (FST) is required to live in central location of assigned area but may occasionally travel outside of region as needed.

• Comply with all company policies and maintain a high level of integrity in all interactions within and outside of the company

• Maintain and submit weekly expense reports as well as company credit card account

• Attend and participate in company sales meetings, training programs, trade shows, and conventions to further education and learning within the industry

• Repairs will be required to be performed on an individual basis on site

• Perform classroom and hands-on training for maintenance/repairs for up to 30 trainee