Field Service Technician II
Company: CiDRA Minerals Processing, Inc.
Location: Salt Lake City
Posted on: April 27, 2017
Job Description:
Position Summary: The Field Service Technician II takes a
leading role to provide installation, maintenance and support
service for our customers with a key focus on supporting CiDRA
products and contracts with Kennecott Copper in Salt Lake City,
Utah. The Field Technician II supports departmental and company
objectives for premier customer service through the provision of
hands-on equipment installations, commissioning and troubleshooting
in the field as well as training for the customer as required. The
provision of services includes all CiDRA products: CYCLONEtrac
Particle Size Tracking Systems (PST) Oversize Monitoring Systems
(OSM) and SONARtrac flow and entrained air measurement systems. The Field Service Engineer is expected to maintain the highest
level customer relations and customer satisfaction by serving as
the company liaison on product and service technical matters for
installations and maintenance. Education/Experience: Associates Degree (electrical or mechanical) or trade
(electrical preferred) from a technical school required. Must be proficient with a computer and software such as
Microsoft Excel and Word. Experience with a CRM system a plus. Candidate should have a minimum of five years experience as a
field service technician or similar capacity, installing and
servicing electro-mechanical or mechanical equipment and systems.
Prior experience working in the minerals processing industry
required. Proven strong communication and writing skills a
must. Spanish speaking a plus Key Responsibilities: Fosters a culture of safety as a core value Works with internal and external stakeholders regarding
accreditation / HSE, compliance, customer policies and other site
requirements A primary responsibility of this position is the service
contract management of the CYCLONEtrac PST OSM and SONARtrac
products installed at Kennecott Copper Function as the main liaison and focal point for technical
questions, customer support requests and coordination of unresolved
customer application issues in assigned area or locale. Maintain constant written and verbal communication with the
customer Achieve prompt, mutually satisfactory solutions to customer
complaints and problems Monitor equipment performance to proactively find solutions Complete required company and customer documentation, writing
reports as required. Work with customers, CiDRA engineers, service
technicians, and business development team members to provide
installation and maintenance services related to CiDRA products in
other territories Creates and manages Cases in Salesforce from inception to
closure Utilizes Cases to escalate service to the appropriate level of
visibility and action within the organization Utilizes Cases to develop knowledge database to capture root
cause, process issues, parts failures etc. Use information to work
with other functional groups to implement preventative actions. Support tests to advance CiDRAs research, development and
marketing efforts Accountabilities and Performance Measures: HSE: Zero safety, asset and environmental incidents HSE reporting 100% customer satisfaction Achievement of performance metrics defined in Kennecott service
contracts Organizational Alignment: Follows and promotes company policies Reports to the Field Service Manager Enlists support of tech support, product management and sales
management for resources as needed Provides management reports regarding key issues that may impact
customer satisfaction, revenue and future customer
opportunities Attention to details, utmost in organizational skills Adherence, ownership and innovation of field and logistics
procedures and activities Other: International travel required Ability to lift and carry up 50 pounds Must have valid passport and drivers license with clean driving
record Valid drivers license and clean driving record Is required to work at heights with proper PPE and safety guards
in place May be required to stand for long periods of time while
performing duties May be required to work in high humidity areas Must be able to work overtime and flexible shifts
Keywords: CiDRA Minerals Processing, Inc., Salt Lake City , Field Service Technician II, Installation, Maintenance & Repair , Salt Lake City, Utah