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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


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