The Field Service Representative provides mechanical, electrical, and supervisory services to assemble, install, repair, overhaul, and maintain Defense Maritime Solutions products in accordance with prescribed tolerances and according to established procedures. The position also provides regional sales organization with recommendations and information regarding customer needs for repair parts, service, and upgrades.
Key Responsibilities:
- Performs and supervises assembly, installation, repair, and maintenance of company products in the field and shop.
- Accomplish major field repairs, inspections, tests, and troubleshooting and assure performance in accordance with work standards
- Utilizes technical information, repair specifications, and procedures to accomplish requirements
- Apply problem-solving methods to identify root causes and diagnose repair and replacement needs.
- Resolve service complications to customer satisfaction within standards of specifications of equipment to assure safe and reliable operations of equipment.
- Prepare and submit complete service reports and QA documentation on each project. Document actions taken or needed and make recommendations to customers and internal management regarding improvement opportunities
- Perform on-site investigation of warranty claims to assess the validity of claims.
- Provide technical leadership guidance and planning assistance to customers.
- Project a positive image of the company and products.
- Maintains personal skill levels and continually develops new skills to maintain proficiency with new and evolving products.
- Training of company or customer personnel on applicable company products
- Ability to travel and perform work on an unlimited/unrestricted basis worldwide.
- Maintain close relationships with ships engineers and port engineers.
- Solicits parts and service business and forwards requests to sales personnel.
- Maintains personal skill levels and continually develops new skills to maintain proficiency with new and evolving products.
- Development Responsibilities:
- Recommend methods and instruct customer personnel in proper assembly service, installation and repairs of company products.
- Recommends methods and techniques to company personnel for product improvements or repair and service improvements.
- Recommends strategies and methods to achieve sales and service goals.
- Ensures that documentation is complete and that information is completely communicated to Management, Sales, Operations and Contract Management as required to assure that all requirements are fulfilled on time and within budget.
- Maintains computer skills to effectively communicate from remote locations with management, staff, and customers via email, word processing, spreadsheets and databases.
- Resolves workplace conflicts as necessary. Adheres to workplace safety, security, and housekeeping standards.
- Interfaces with customers and suppliers on a daily basis and promotes the positive image of the corporation.
- Submits appropriate business expense and travel information in form in accordance with establish procedures and policies.
Professional Skills:
- Ability to read and interpret engineering drawings
- Knowledge and skill in using computer software, including Excel, MS Word, and PowerPoint
- Interpersonal, presentation, and communication skills
- Perform the job according to DMS standards and according to the procedures as defined by the product company
- Execute the job in the most efficient and effective manner
- Perform the job within budget and on schedule
- Must be able, and willing, to travel within the Continental U.S. and Worldwide, with notice
Education/Experience:
A.S. in Engineering or Marine Technical area, or 5 – 10 years prior experience in an engineering field.
American With Disabilities Specifications – General Requirements of Employment
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand, walk, sit, use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance, stoop, kneel, crouch or crawl, talk or hear, taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities may be required by the job to include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment: 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee may be exposed to weather conditions. The noise level in the work environment is usually moderate.
