Field Service Technician II

Your role

The Field Service Engineer or Field Service Technician is responsible for post-sale customer support activities at Montana Instruments, primarily via in-person visits to customer sites for installation, repair, and maintenance, as well as email, video call, and telephone support communications. 

To succeed, you will need

2    Essential Duties, Responsibilities, and Expectations
•    Troubleshoot, diagnose, and resolve customer problems via (primarily) on-site visits and (secondary) via telephone, video call, and email.
•    Track and follow up with customers to ensure issues are resolved.
•    Travel to customer sites to perform installations, user training, maintenance, and resolve problems.
•    Perform remote installations by video call.
•    Prepare service trip reports, document issues, and pass on relevant information to the operations and engineering teams.
•    Issue RMAs, work with Sales, Production and Shipping/Receiving to ensure service work is completed in a timely manner and customer systems are returned and invoiced appropriately.
•    Identify systemic customer issues and work towards root cause and corrective actions; participate in quality assurance councils.
•    Provide detailed feedback to the Headquarters regarding any customer feedback and any quality issues 
•    Review product manuals for accuracy and assist in the development of product and service manuals. 
•    Work on New Product Initiatives (NPI) with headquarters staff by providing input on serviceability of new product ideas.
•    Actively sell Service capabilities at customer sites by working with Inside Sales and the Regional Sales Account Manager.
•    Domestic (primarily) and International travel required 50-75% of the time.
•    Routinely track time spent on Service projects, with a goal of 30 hours per week of billable hours.
•    Test and troubleshoot various components within systems including mechanical design, wiring harnesses, PCBs, piezoelectric components, compressors, and vacuum pumps.  
3    Minimum Qualifications (Experience / Education)
•    Bachelor’s degree in an engineering discipline, or experience as a technician in a related field.
•    1-3 years’ experience in a technical service role, which includes travel to customer sites.
•    Experience servicing equipment with electronics, software, mechanical, and firmware components; cryogenics and heat transfer experience is a significant plus.
•    Basic electronics wiring and circuitry troubleshooting skills.
•    Ability to read electrical schematics.
•    Basic understanding of the heat transfer modes (conduction, convection, radiation)
•    Able to work with small tools such as tweezers, fine screwdrivers, and small handheld DMM leads.
•    Knowledge of Salesforce or equivalent CRM software.
•    Knowledge of Epicor or equivalent ERP software.
•    Experience with Microsoft Office, Adobe Acrobat, and the ability to learn other standard business applications.
4    Competencies // Knowledge, Skills, and Abilities (KSAs)
•    Cross-functional team-building skills.
•    Strong client-facing communication skills including punctuality, tact, and work focus.
•    Strong, positive interpersonal skills and ability to work as an effective member of a team.
•    Skilled at creating and maintaining positive client relationships.
•    Skilled at building and managing schedules, timelines, and resource allocation.
•    Excellent organizational skills and attention to detail.
•    Proven personal task management skills and a high level of self-motivation and initiative.
•    Ability to work independently and remotely.
•    A creative and disciplined approach to problem-solving
•    Excellent written and verbal communication skills.
•    Ability to read, write, and edit technical documents.
•    Strong skills in engineering concepts and understanding scientific instruments.
•    Must have an affinity for regional travel.
•    Because this role requires entry to US government facilities, candidates must meet federal facility entry requirements.

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location

This role is fully remote but must be based in Washington, DC metro area or the San Francisco Bay area due to high concentration of installations in those regions.

Contact information

 Talent Acquisition Team: Danielle Ward