Field Service Technician

GCP Applied Technologies - Upper Marlboro, MD (30+ days ago)3.1


With safety as the top priority, the incumbent will be responsible for the equipment suite including installation, maintenance and repair. Candidate will perform troubleshooting services to aid customers in resolving issues and help them achieve maximum potential from our solutions. The technician will be the primary GCP representative at the concrete manufacturing plant and truck maintenance level. They will be required to interface regularly with plant management, batch plant operators, concrete mixer truck drivers, and truck maintenance management and mechanics. Based at home, the candidate will spend approximately 80% of their time as the only GCP employee at the customer sites, thereby requiring candidate to work independently. Schedule flexibility is required. Field visits may be scheduled late at night and/or very early in the morning.

Duties

Installation, Maintenance and Repair

The technical work pertaining to admixture and color pigment dispensing equipment includes, but is not limited to installation, preventive and scheduled maintenance, calibration, and emergency and service repair.
The technical work pertaining to Verifi includes, but is not limited to review and analysis of system performance reports to determine problem areas and develop resolutions. Coordinate problem resolution with other employees as needed always serving as the local liaison and first line of contact to the customer.

Customer Relations

Assist territory Sales Representatives in the winning and maintenance of customer contracts through building and maintaining professional relationships with customers. When necessary, call in orders to Customer Service Center to place orders for delivery at customer plant.
Help in development and presentation of technically oriented materials and seminars
Must have sound judgment, excellent communication skills, and the ability to represent the company with customers in a professional manner.
Understand the impact of customer satisfaction to achieve corporate goals.

Planning & Scheduling of Dispenser Service work

The technician is self-dispatched. This requires an independent self- starter, self- directed person who possesses the ability to diagnose and determine requirements, plan and schedule daily, weekly and monthly events in accordance with the needs of the company and the customer.
In this role the candidate will interact directly with internal as well as external customers on a daily basis, and as such must possess competencies such organizational skills, planning skills, customer orientation and project management skills. The dispenser technician is responsible for managing their ‘response time’ consistent with customer expectations or agreement.
Must be on continuous call to respond to customer requests for assistance; diagnoses and solves technical problems, providing on-site assistance to customer locations for proper application of our equipment/products.

Equipment Service Administration

The service administration component requires a candidate to be proficient with computers in order to execute activities that include but are not limited to:
Equipment ordering
Warehouse part re-stocking
Expense reports
Service Management System compliance
Preventative Maintenance, calibration scheduling and compliance
Actively control expenses and demonstrate stewardship of company resources
Maintain real time participation CRM reporting systems
Track time, parts and incidental costs associated with each customer site and each customer truck.

Other Duties

Complete all safety training and on-line training modules; Observe all necessary safety procedures, both those of Verifi and those of host companies.
Develop a solid understanding of concrete and the concrete industry, most importantly the operations of a concrete plant.
Recommend modifications and product changes to improve reliability of equipment; work with the R&D team providing input to new system designs or researching/testing concept of operation of new parts and providing input to improve reliability and performance of the solution and its components.
Required Skills

Possess a broad array of knowledge including computer systems configuration, mechanical systems, pneumatic systems, 12/24 volt DC electrical systems, and hydraulic system principals.
Ability to learn new technology and processes quickly
Strong verbal and written communication skills with both colleagues and customers
Organized and detail oriented, particularly with regard to maintaining records
Proficient with Microsoft Office Products

Required Experience

Hands on Electro-Mechanical aptitude
Experience with hand tools, power tools, meters, gauges
Three to five years of experience in field service
Working knowledge of the Ready Mix Concrete industry a plus

Education

High School Diploma required; Associates degree preferred
Equivalent Military or other mechanical / engineering training required
American Concrete Institute (ACI) training and certifications a plus

Additional Job Requirements

Must be able to lift 50 pounds; must be able to work in confined spaces
Drug test, physical exam and background check (including driving record) required
Flexible work hours, overnight travel
Local candidates only
Ability to respond to short notice project work and emergency service calls