The role of the Field Service Technician is to provide superior on site and remote customer support. Responsibilities include understanding the customer’s needs, gathering project documentation, identifying opportunities for improvement internally and for the customer, and ensuring customer’s project documentation on our file network is updated if there are changes. This is an integral role in either executing or monitoring internal and external activities for service visits.
Responsibilities
- Perform on-site installation, maintenance, and repair of GP Reeves equipment at customer locations.
- Respond promptly to service calls and address customer inquiries regarding technical issues.
- Diagnose and troubleshoot malfunctions, identifying the root cause and implementing effective solutions.
- Conduct preventative maintenance to ensure the ongoing reliability of equipment and prevent future issues.
- Collaborate with the customer and internal teams to schedule service visits and installations.
- Provide clear and detailed documentation of service activities, including reports on repairs, and maintenance tasks.
- Assist customers with install and start-up of new machines and equipment.
- Provide remote customer support via phone, email and virtual meetings.
- Quote spare parts and replacement parts to customers.
- Train customers on proper use and routine maintenance of equipment.
- Assist in the testing and validation of new products or upgrades in the field.
- Adhere to safety guidelines and company policies while performing field service activities.
- Regular and predictable attendance onsite at our workplace or customer/client locations is required.
- Ability to meet physical demands and perform the essential job functions within the work environment, including travel requirements identified in this job description.
- Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Qualifications and Skills:
- Mechanical experience is required.
- Electromechanical system trouble shooting experience is required.
- Pneumatic, hydraulic, and electrical technical classes or experience
- 2+ years of field service experience on industrial equipment.
- Experience using PC software including Microsoft office suite (Excel, Word, etc.)
- Excellent problem-solving skills and a methodical approach to diagnostics.
- Effective communication skills, both verbal and written, for interacting with customers and internal teams.
- Ability to work independently and manage time effectively in a dynamic field service environment.
- Willingness to travel to customer sites as required.
- Valid driver's license and a clean driving record.
- Preferred Experience includes machining experience, machine building experience, electrical panel building experience, experience with hydraulics and pneumatic equipment and controls and programming experience.
Character Competencies
- Ethical conduct.
- Critical thinking, judgement, and decision-making skills.
- Must enjoy working in a fast-paced environment with tight deadlines and solving customer challenges.
- Ability to work successfully in a team environment with excellent communication skills.
- Time management and organizational skills are essential.
- Enjoy a combination of office work and hands-on work alongside the Machine Builders.
- Must be able to effectively present information to management and customers.
- Ability to effectively respond to common inquiries and complaints from customers.
Cultural Competencies
Our ten cultural values, or the "10 Ps", are the backbone of our company. These are the words that are running through our heads during every customer meeting, design review, and big business decision. Do these resonate with you?
- Purpose: We do everything with integrity for our customers, team, and community.
- People: We succeed through leadership, relationships, teamwork, and accountability.
- Perspective: We are fluid and respond to market needs using our quick lead time as a competitive advantage.
- Positive: We exhibit a positive attitude and a professional environment that is uplifting.
- Partnership: We partner with our customers and suppliers for shared success.
- Precision: We attend to the details from design to delivery to uphold our reputation for quality.
- Performance: We design reliable equipment and help manufacturers’ products perform better.
- Perseverance: We embrace challenges that foster innovation and work hard to bring results.
- Planet: We are stewards of our resources and our environment.
- Profit: We maximize customer satisfaction and use creativity over capital that fuels perpetual growth.
Physical Requirements and Work Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Physical Demands:
- While performing the duties of this job, the employee must be able to remain in a stationary position for extended periods of time and be able to move about in an outdoor, warehouse, and machine shop environment.
- Operate computer, machinery, tools, vehicles, and industrial equipment and must have the ability to use hands to move, set up, adjust, assemble, control, test, operate, or feel objects, tools or controls and reach with hands and arms.
- Constantly communicate and exchange information with team members and must be able to effectively communicate correct information with vendors.
- Read/comprehend, write, communicate orally, reasoning, and analytical abilities, and mental flexibility.
- Frequently move objects up to 75 pounds.
- The employee will constantly climb, bend, squat, kneel, crouch, and reach above shoulder when working with equipment, material loading and unloading, and other related tasks.
- Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus to compare and distinguish material grades and administrative data.
- Hearing ability to perceive the nature of sounds at normal speaking level with or without correction. Ability to receive detailed information through oral communication and to make discriminations in sound.
- Work Environment:
- While performing the duties of this job, the employee is regularly working indoors in machine shop facility which has non-controlled environmental conditions.
- Exposure to hazardous materials, extreme heat, and proximity to moving mechanical parts.
- Requires wearing common protective and safety equipment.
- Position may involve extended work hours.
- Exposure to sound and noise levels that are distracting or uncomfortable.
Travel Requirements
This position requires travel approximately 50% of the time. Maintain a valid Driver’s License.
Company Overview
GP Reeves, Inc. was founded in 1971 and has grown to become a leading global provider of engineered dispensing systems and solutions for manufacturing. We design and build a complete line of grease, oils, ambient and heated material dispensing equipment and automation. Our patented Air Removal process produces a low maintenance, highly repeatable system built in Holland, Michigan. With locations in North America, Europe, and Asia to serve our customers, we are looking ahead towards continued success and growth. GP Reeves customer base includes the world’s leading automotive, life sciences, aerospace, furniture, consumer goods, electronics, industrial manufacturers and more. We are focused on innovation and technology through a service mindset to our team members, customers, and community.
