Principal Duty
The Field Service Technician is critical role within the TGW Lifetime Services (LTS) team, providing services to our existing customer base to install, repair and service material handling equipment, including conveyors, shuttles, cranes, AS/RS and other material handling equipment, ensuring maximum availability of equipment and customer satisfaction. When not actively providing field support, the Field Service Technician will be training, preparing field activity reports, helping provide Hotline Customer Service for problem resolution, and assisting with continuous improvement initiatives.
Tasks and Responsibilities
- While onsite, review the overall conditions of the customer’s equipment, spare parts inventory, Preventive Maintenance and servicing procedure, training requirements and best practices the customer has developed. Include observations on competency of operating personnel and include recommendations for additional support services in service reports.
- Submit to the TGW Lifetime Services (LTS) a detailed service report detailing the initial problem, root causes and corrective action undertaken. Escalate through the company chain of command any issues that are restricting your ability to maximize our equipment up time.
- Participate in the Hotline customer support process for troubleshooting, diagnosis and correction of equipment issues, through phone, VPN or site visit as needed. Be available after normal work hours in the event of an emergency.
- Conduct the company’s service business in a financially conscientious manner.
- Train customers and colleagues both formally and informally. Present training material while getting feedback on participant understanding and their ability to implement the basic concepts presented in the class. Offer assistance to any individual that is working on the TGW equipment and address any product related question that they ask you.
- Be prepared at all times to travel to the customer site as required when this is the best approach to resolving the problem. Keep LTS Account Management aware of all travel arrangements and call in before leaving a customer site.
Requirements Profile
- Bachelor or Technical degree in Electrical, Electronic or Controls Engineering or equivalent experience
- 3-5 years of electro mechanical troubleshooting and repair experience with material handing conveyor and AS/RS experience
- Familiar with PLC programming (Allen Bradley, Siemens, Rockwell, Beckhoff)
- Troubleshooting experience
- Exceptional communication skills, with the ability to give customers confidence in the work being performed
- Knowledge of Microsoft Excel, Word, and Outlook
- Ability to learn and implement new skills with our equipment and the industry
- Travel required from 60-80% with limited notice
TGW is an Equal Opportunity Employer.
