• Field Service Technician, Senior

    Location US-CA-Agoura Hills
    Job ID
    88700
    Function
    Engineering
  • Overview

    At Zebra, we’re reinventing how businesses operate at the enterprise edge - helping them run faster, smarter, and more connected than ever before.

     

    A dynamic community of builders, doers and problem solvers, we each play a unique role - shaping new technologies, bringing solutions to market, and partnering with companies on the front line of business.

     

    Being a part of Zebra means making your mark as we make digital transformation a reality.

     

    It means growing into a leader at a leading company that makes a distinct difference - because together, we’ve only just begun.

     

    Build Today. Create Tomorrow.

     

    Join a team of builders, doers and problem solvers.

     

    Join Zebra.

     

    The Field Service Technician, Senior provides onsite repair services of Zebra devices/solutions, and manages the process according to service contract requirements within the Los Angeles, California area.

    Responsibilities

    • Consistently demonstrates positive customer interaction skills, responsiveness and actively listening.
    • Evaluates and validates customer service request information, repair history, and contract entitlements.
    • Diagnoses and services Zebra devices or solutions - on the full range of the company's products and solutions. This includes receiving/shipping parts or devices, reviewing customer service requests, basic troubleshooting, telephone diagnostic activities, physical/mechanical repairs, inspection, retrofits, firmware and software updates, cleaning, testing and return to service, verifying operation of the device/solution in the customer's environment.
    • Learns and applies basic product design principles (i.e. torque, tension, heat transfer, power, wireless, etc.) in troubleshooting, diagnosis and action plans.
    • Leads comprehensive training to customers on operation, cleaning and preventative maintenance of devices/solutions
    • Manages customer SLA's for parts inventory and all service calls including response time and service delivery requirements.
    • Develops and demonstrates knowledge of contract entitlements for key accounts in assigned territories.
    • Participates in after hours/standby coverage rotation as assigned.
    • Maintains logs and reports on repair activities. Submits reports on service activity as required by management.
    • The aptitude to see larger scale trends in terms of product failure modes and repeat repairs (i.e. customer application, design, parts, etc.)
    • Learns and develops familiarity with the concepts of basic statistics (i.e. normal distribution, variance, and basic SPC) and can apply them to business needs.
    • Meets internal standards and applicable government or industry regulations for efficiency, quality, and safety/compliance
    • Demonstrates familiarity and practices the concept of 6S for the Field and other continuous improvement tools.
    • Regularly gives ideas and supports the implementation of continuous improvement action items.
    • Develops an understanding of the cost components of the operation (i.e. materials, labor, supplies, etc.)
    • Assists with complex site surveys, depot repair quality analysis, proof of concepts, installations, statements of work design, method of procedure design and issues raised through internal critical account or service escalation teams.
    • The expertise to build work instructions, check sheets, or other process documentation.
    • Interacts with other Zebra departments to explain typical product failure modes.
    • Demonstrates basic calibration and maintenance tasks of the tools/equipment used in the operation.
    • May design and build fixtures to assist with improving the efficiency and accuracy of the repair process.
    • Expertise in repair tasks that require advanced skills (i.e. advanced soldering, board reflow, special downloading, etc.).
    • Understands the goals, objectives, and priorities of other areas of the department and supports alignment of resources to those priorities.
    • May attend meetings or have interactions with the tech support, quality, engineering, or other groups to explain typical product failure modes.
    • May assist in training and evaluation for Field Service Technician 1 and 2.

    Qualifications

    • High School or equivalent.
    • Associates degree or certification strongly preferred.
    • 2+ years of experience.
    • Must have reliable transportation with capability to carry spare parts.
    • Must be able to work at height, from ladders up to 10 feet, and must be capable of operating and working from scissor or boom lift at height up to 60 feet. Lift certification preferred.
    • Must be physically able to climb, bend, kneel, and lift and carry up to 50 lbs.
    • Must have good working knowledge of MS office.
    • Strong organizational, time management and communication skills.
    • Driving records must be maintained that meets with Zebra's internal policies.
    • Has or is willing to complete Weights & Measures certification and NET + certification.

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