Field Service Technician
Job Details
Remote or - Vernon Hills, IL
Full Time

Position Summary

The Field Service Technician requires knowledge of Mechanical Systems, Electrical systems, potable water plumbing components, controls, assembly, and fabrication of Intellihot products. This position will provide System-level technical support to the Customer Service team, Dealer/Contractor network personnel, and customers to troubleshoot and resolve product performance issues, primarily on-site. The systems engineer analyzes field issues and recommends changes to the engineering team to eliminate machine or system malfunctions.

Key Responsibilities:

  • Provide technical Tier II, Dealer/Contractor network personnel, and customers to troubleshoot and resolve product performance issues.
  • Be an expert to analyze the connected Intellihot products and offer technical support to resolve issues.
  • Train customer support team and Dealer/Contractor network personnel, where needed.
  • Be familiar with Intellihot Apps.
  • The systems engineer analyzes field issues and recommends changes to the engineering team to improve product quality and resolve various ongoing problems.
  • Analyze field issues and develop technical service documents and identify improvements to troubleshooting charts. The system engineer also makes recommendations to improve manuals, troubleshooting guides, and startup procedures.
  • Perform other duties as assigned
  • Primarily responsible for on-site travel (50-70%) to customer sites to assist in startup and troubleshooting as needed.
  • Position requires occasional after hours and weekend availability for on-call support requests.

Qualifications:

  • 1-3 years experience troubleshooting technical issues with customers.
  • Tankless knowledge, plumbing experience, or combustion experience.
  • Excellent hands-on approach to problem-solving.
  • Excellent verbal and written communication skills with the ability to quickly build trust and foster customer relationships.
  • Working knowledge of Windows OS, iOS, and Android
  • Microsoft Word, Excel, and PowerPoint

Competencies:

  • Customer-focused
  • Communication
  • Attention to detail
  • Problem-Solving
  • Results-driven
  • Patience
  • Decision-making
  • Organizational skills
  • Quickly learn systems/products
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