Field Service Technician

Europe

France

June 24, 2024

The Field Service Technician will have specific involvement with all pumps, boosters, and control panels Startup and commissioning, service, and field support for Armstrong products.  

This position is based in France, close to the German border and in a home office.

In addition to annual initiatives, the key accountabilities of this position are:

Field Service Activities

• Hands-On Field Service activity for:
  • Start-up and commissioning of Armstrong equipment with Variable Frequency Drives/ Control Panels with Drives
  • Troubleshooting and repair of Armstrong equipment.
  • Preparing parts list and labor requirement for equipment repairs
  • Filling daily reports of services, start-ups and commissioning’s completed through Armstrong online portal.
• Provide On-Site Operator training on our equipment offerings after customer acceptance.
• Reporting of field services issues that need further troubleshooting to Armstrong After-Sales service team and implementing the troubleshooting steps recommended by the Aftersales team.
• Estimated traveling time within CE is up to sixty percent.

Customer Service Activities

• Receiving Regional customer complaints/issues/start-up requests through calls and emails and following up with customers to schedule service and start-up visits.
• Provide timely warranty service support to all customers in the region.
• Co ordinate with factory quality team and give feed back about field failures.
• Connect select site equipment to the Internet or customer networks.
• Management of spares parts quotation.

Training

• Occasional training of Service and installation teams at contracting firms.
• Participate in all the training programs conducted in factory and through online portal.
• Train Installation personnel at mechanical contractor’s office on Armstrong products to minimize nuisance warranty calls.
• Compile and review site commissioning/start-up/warranty field reports Armstrong Equipment.
• Connect the pump of customer's site to the Internet or customer networks to our cloud.

Technical Support

• Liaise with engineering, technical support, project management, sales, and marketing for product development activities and project-specific initiatives.
• Identify and report on product deficiencies identified through service activities,
• Contribute to process improvements, product design improvements, service capabilities.

Role Requirements

• College degree/designation in Mechanical or Electrical Engineering / Technologist or Applied Engineering, or related education with comparable field/work experience.
• Experience with Drives, control panels, BAS systems, and/or automation.
• Serial communications knowledge is a plus.
• Hands-on experience with mechanical equipment Pumps, in the HVAC industry.
• Excellent computer and software skills (including MS Office suite).
• Experience / Involvement with the commercial construction marketplace is desirable.
• Should have knowledge of electrical and mechanical equipment along with a familiarity with internet and communication protocols, hands-on field service experience, and a strong commitment to customer service.
• General knowledge of the Hydronic side of HVAC heating and cooling systems
• An understanding of Variable Frequency Drives, automation, internet and communication protocols, Building Automation Controls, Pump Curves, thermo-hydraulic technical knowledge, and preferably work experience.
• Creative problem-solving skills, conflict management within different organizations (centralized and matrix organizational structures)
• Ability to break down complex problems in a simplified way, conduct root cause analysis and provide clear, well-thought-out recommendations.
• Self-directed with ability to work autonomously and collaboratively and a focus on results.
• Ability to communicate in an open and authentic manner in all situations.
• Ability or able to lift heavy equipment unaided. Training will be provided.
• Clear and concise communications skills, written and verbal, are a pre-requisite.
• Beginner accepted.
• Languages skills: French, English, and base in German will be appreciate.
• Work on home office base on the northeast of France near the German border.

Position Targets

• Average Response Time: Respond to service requests within an average of 4 hours.
• Technical Accuracy: Achieve a technical accuracy rate of 98% in diagnostics and repairs.
• Compliance: Adhere to all company policies and industry regulations, with zero compliance violations.
• Customer Follow-Up: Follow up with customers within 24 hours after service completion.
• Knowledge Sharing: Contribute to the knowledge base by documenting at least one unique service scenario per quarter.

We appreciate your application and inform you that only preselected candidates will be contacted further for an interview in the following 1 to 6 weeks starting the job posting date.