Field Technician/Electro Mechanical –Springfield, MA
Work location: Boston Area
This position is responsible for handling all technical problems, issues and questions received from customers to overcome unsatisfactory conditions. Duties for this position involve maintaining good communication with customers, providing technical support and on-site troubleshooting and consultation.
-Responsible for handling all technical problems, issues and questions received from customers; Solves problems by providing comprehensive support that includes responding to requests and questions and providing problem solving as needed.
-Reviews, analyzes and identifies mechanical, hydraulic and electronic problems on broken products, and provides suggestion and any necessary consultation. Products such as Pantographs, breaks, couplers/rail parts
-Provides technical, mechanical, hydraulic and electronic support and on-site technical troubleshooting to customers.
– Disassemble, repair and reassemble defective units
– MUST HAVE Strong hydraulic /mechanical skills
– Perform preventive maintenance
-Coordinates all related activities, such as contacting appropriate personnel, delegates and negotiate accordingly.
-Interfaces and communicates with customers to ensure customer needs are met.
-Provides instructions and on-site trainings/lectures to customers/customers’ technicians, such as how to install and operate new products when deliver new products to customers.
-Brings non-conformance products from customers’ sites when troubleshooting/repairs are needed, and provides necessary information/explanations to QA department for failure analysis and repairs.
-Communicates with QA department regarding non-conformance products and makes sure failure analysis and repairs are completed. Takes repaired products back to customers attention, if necessary.
-Supports customers in the resolution of disputed warranty claims.
-Directs investigation of customer complaints regarding quality, tolerances and specifications.
-Responsible for collecting necessary information about each reported products.
-Conducts meetings/presentation to explain about the reports to customers.
-Coordinates with parent company in Japan for providing technical documents to customers.
-Prepares periodical, either weekly or monthly, reports and submits to the Customer Technical Services Manager
Other & Miscellaneous :
-Seeks constant improvement, more efficient and less expensive ways and means in work processes.
-Performs special projects and other miscellaneous duties as assigned by other senior company management.
-Maintains high ethical standards in the work place.
-Reports all irregular issues and problems to management for solution.
-Maintains good communication with other managers, staff & outside contacts.
-Complies with all company policies and procedures. Responsible for maintaining a clean and safe working area
-Bachelor’s Degree (B.S.) in Engineering or equivalent from two-year College or technical school; or more than six months on site experience for equivalent job category.
-General office equipment including phones, fax, copier, scanner, personal computer, handheld calculator, etc.
-Software includes the use of Windows operating system, MS Office applications. (The incumbent is also required to acquire the Company’s customized software applications.)
-Hands and power tools, such as screwdrivers, wire cutters, pliers, measuring tools, repair tool, testing equipment, soldering iron, etc. Mobile communications equipment including laptop computer, cellular phone, etc.
***Work is performed primarily in train depot/rolling stock environment (shop/yard) and an office environment with moderate noise levels. The incumbent also occasionally visits customer locations where there may be wet or humid conditions, moving mechanical parts, outdoor weather, extreme temperatures, and vibration. The employee may also be exposed to risk of electrical shock.
-Specific vision abilities required by this job include peripheral vision, depth perception and the ability to read and analyze data in hardcopy and on a computer screen, measure or identify using eyesight and adjust vision focus. The employee is frequently required to use hands to finger, handle and feel; also, the employee is frequently required to stand and talk or hear
-The employee is required to provide support during weekend and after regular working hours as needed.
-Infrequent overnight travel required by car and plane. Frequent driving a personal vehicle to customer locations is required.
-The employee must occasionally lift and/or move up to 50 pounds. In addition, the employee must be able to physically climb up to a train from the ground without assistance