• Field Service Technician, Senior

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

    Provides onsite repair services of Zebra devices/solutions, according to service contract requirements.

    Responsibilities

    • Consistently demonstrates positive customer interaction skills, responsiveness and actively listening
    • Evaluates and validates customer service request information, repair history, and contract entitlements. Performs basic tasks associated with diagnosing and servicing 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 customers environment. Keeps the customer and other stakeholders informed of status of service/repairs. Leverages experience and knowledge to accelerate troubleshooting and root cause identification. Learns and begins to apply basic product design principles (i.e. torque, tension, heat transfer, power, wireless, etc.) in troubleshooting, diagnosis and action plans. Provides comprehensive training to customers on operation, cleaning and preventative maintenance of devices/solutions
    • Understands and manages against customer SLA's for 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
    • Manages parts inventory proactively to ensure availability to meet all SLA requirements
    • Records work performed in the form of symptom codes and parts replacement reasons, using Zebra systems as required. Maintains logs on repair activities. Submits reports on service activity as required by management. May run reports and analyze data related to operational status (i.e. WIP status, hold reports, etc.). Has (Develops) the ability 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. Records hours worked onsite and travel time/mileage per company policy
    • Meets internal standards and applicable government or industry regulations for productivity, quality, and safety/compliance
    • Demonstrates familiarity and practices the concept of 6S for the Field and other continuous improvement tools.Regularly contributes ideas and supports the implementation of continuous improvement action items
    • Demonstrates work behaviors that are a role model for others (attendance, team work, safety, etc.)
    • Demonstrates consistent, compliant use of internal systems
    • 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 issued escalated through internal critical account or service escalation teams
    • Learns and demonstrates the ability to create work instructions, check sheets, or other process documentation
    • May attend meetings or have interactions with the tech support, quality, engineering, or other groups to explain typical product failure modes
    • Demonstrates basic calibration and maintenance tasks of the tools/equipment used in the operation. Keeps tools and testing equipment in good working order. May design and build fixtures to assist with improving the efficiency and accuracy of the repair process. Ensures that the test equipment, devices under test, and the testing environment are correctly maintained such that test results are not compromised with full understanding of maintenance and calibration programs
    • Demonstrates expertise in repair tasks that require advanced skills (i.e. advanced soldering, board reflow, special downloading, etc.). Supports sales engineers as needed to run Traces, heat maps and initial customer contact in escalated situations
    • May support NPI/NSI (New Product/Service Introduction) by providing input/feedback on design for serviceability
    • Understands the goals, objectives, and priorities of other areas of the department and supports alignment of resources to those priorities
    • Demonstrates the ability to develop accurate and detailed work method documentation
    • May attend meetings or have interactions with the tech support, quality, engineering, or other groups to explain typical product failure modes
    • Maintains segments of the Onsite knowledge base internet system
    • May act as an escalation point for Field Service Technician 1 and 2
    • 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 inventory
    • 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
    • Has or is willing to complete NET + certification

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