Field Service Engineer

Predictive Service Maintenance Solutions is the maintenance and installation division of Predictive Service LLC. Predictive Service Maintenance Solutions provides the highest degree of reputable installation and service throughout the North America. From its Walpole, MA division headquarters, the Company manages more than 5000 independent contractors, who are on call to answer the Company's client needs.

 

Predictive Service LLC is well established company with a blue chip client base and ten year award winning track record -- Inc. 5000 Awardee last consecutive 6 years, Weatherhead 100 Awardee and NEO Success Award winner. Our team, along with the Company's patented technology and web-based management software, keep our clients coming back! (www.predictiveservice.com )

 

REPORTING RELATIONSHIPS
 
Reports to the Director of Operations
 
Field Service Engineer Job Summary

 

The Field Service Engineer provides multi-brand, technical support for all lighting products to end users, contractors, engineers, field technicians, and others. This role provides total system-level troubleshooting, installation, maintenance and service repair needs on lighting and controls equipment.  Services include but are not limited to the startup of controls systems: job walkthroughs, project management, system programming, troubleshooting, and end-user training.  

 

The ideal candidate is bright, technically proficient, customer-focused, and self-motivated.  The individual must possess a professional demeanor, be results-oriented, and demonstrate excellent technical and communication skills. 

 

Please note, this position may require some overnight travel in North America, based on business needs.

 

Education/Experience
  • Associate Degree or Technical Degree or equivalent

  • 2 to 4 years applicable experience plus the education listed above

 

Experience and Qualifications
  • Experience supporting and troubleshooting lighting and lighting controls systems.

  • Experience troubleshooting electrical systems and the use of electrical diagnostic equipment such as multimeters and oscilloscopes.

  • Must be able to read and understand electrical plans, specifications, and installation documents.

  • Highly organized and able to function in a fast-paced work environment

  • Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner

  • Process-oriented and creative problem solver

  • Computer networking skills

 

Preferred Experience
  • Associate or Bachelor degree with a focus in Electrical/Mechanical Engineering

  • Understanding of DMX protocol is a plus.

 

Other Key Responsibilities
  • Responsibilities include providing remote technical support via phone and email to internal and external customers.

  • Maintain customer service logs and internal service records in a timely manner.

  • Maintain daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction.

  • Utilize the escalation process to resolve customer service delivery issues and conduct root cause analyses that will lead to effective problem solving.

  • Interface with electrical contractors, users, other integrators (ex. BACnet, building management systems).

  • Assist other Field Technicians on basic to intermediate troubleshooting and technical fixes and may take on additional responsibilities as needed.

 

PROFESSIONAL RESPONSIBILITIES
 
Specific responsibilities of the position will include:

 

  • Develop and maintain relationships with key customer contacts and contractors.

 

  • Scheduling and assigning contractors service orders and following up on results in a timely manner

 

  • Provide proactive and reactive customer service to build customer satisfaction and create new business opportunities, including analyzing and resolving customer problems.

 

  • Evaluate potential customer needs and make recommendations to improve and maintain the quality of service and to expand relationship.

 

  • Research and order materials (parts) working closely with contractors, customers and supply houses.Coordinate material returns as needed.

 

  • Review and process quotes ensuring that all quotes sent to customers for approval provide the most appropriate and economical solutions.Coordinate second opinions as needed.

  • Assist Billing Department to resolve any invoicing issues.

 

  • Share emergency phone coverage for after hours calls.

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