Description

POSITION SUMMARY:

The Field Service Technician travels to job sites where field technical assistance has been sold to provide instruction in installation techniques and procedures to our customers and to help insure our products are installed correctly. The Field Service Technician must communicate in a way that enhances the customers perception of our company and products, which will also contribute to acquiring further business.

 

ESSENTIAL JOB FUNCTIONS:

The Field Service Technician, when assigned to a job, will be PERMA-PIPEs principal on site representative to provide:

• Installation instruction and product training

• Material receipt inspections

• Witness testing

• System commissioning assistance

• Coordination with the PERMA-PIPE project manager and other PERMA-PIPE personnel

 

The Field Service Technicians responsibilities also include:

• Budget - Help control costs expended to provide field service on each job.

• Schedule - Schedule job site visits in conjunction with contractors needs and time frames.

• Inventory - Maintain personal inventory (any company owned, equipment assigned to you) in good working order and report any defects to your regional manager.

 

When assigned, conduct field investigations of product installation problems, warranty issues, and/or back charges. Prepare timely and appropriate reports to PERMA-PIPE including:

• Field Installation Reports
• Quality Problem Reports

 

Prepare written field progress reports while conducting normal on site visits or instruction to document customers progress, installation and testing, important events and conditions.

• Provide daily field service reports to our customer for each site visit.

• Mail copies of each daily report as the regional manager directs.

• Ensure that all reports are properly filled out and explain in detail any difficulties encountered on the job, reporting only the facts.

Communication

The proper communication is through our customer. Field Service Technicians should never communicate with the end user unless the customer specifically requests it.

• Job communication and coordination is to be made as directed by the Regional Manager or Project Manager.
• Apparent job site problems or questions should be discussed with the appropriate PERMA-PIPE Project Manager prior to providing on site opinions or conclusions. The Project Manager may be aware of situations or circumstances that the Field Technician is unaware of.
• Requests for more materials should come from the customer to Project Management in writing.

On Site Installation Training

Technicians are teachers, Our job is to instruct the contractor in the proper procedures for installation of our products. PERMA-PIPE Field Service Technicians should NEVER perform work on the job site unless specifically authorized by the PERMA-PIPE Regional Manager or Project Manager.

Miscellaneous

• Manuals - Provide input for changes of installation manuals.

• Field repairs - From time to time repairs to our products are required. When problems are discovered, they should be discussed with your manager to insure responsibility and financing. These problems should be well documented on the daily field report.

• When assigned, take charge of problem situations, performing on-site repairs, tests and other repair and warranty tasks independently or in cooperation with the customer. A PERMA-PIPE Regional Manager or Project Manager MUST approve all repairs you perform or participate in.
• Refer to applicable employee handbooks or manuals for additional information.
• Performs other duties/ projects as assigned or as required by the position.

 

WORKING RELATIONSHIPS/REPORTING:

This position interacts with all levels of the organization, in addition to employees at customer job sites. Reports to the Director of Project Services.

 

Qualifications

JOB REQUIREMENTS:

EDUCATION: High school degree.

EXPERIENCE: 5 - 10 years of experience in a construction workplace.

QUALIFICATIONS/ REQUIREMENTS:

• The PERMA-PIPE Field Service Technician must be able to travel to job sites and provide field technical assistance without immediate supervision.
• Professionalism - Maintain a positive customer service attitude and relationship.
• Maintain proficiency in assigned field service skill areas through training, on the job practice or proficiency demonstrations.
• Expense reports must be submitted on a weekly basis, properly accounting for all job expenses.

 

SUPERVISORY RESPONSIBILITIES: None.

 

TRAVEL: Overnight travel should be expected. On average, 80% or more of the hours in each workweek are directly attributed to the customer job site and travel time.

 

EQUIPMENT TO BE USED: Must be able to operate computer and other office machines such as telephone, photo copier, and other office equipment as the job requires.

 

PHYSICAL DEMANDS: Requires sitting, bending, and reaching. May require lifting up to 25 pounds. Requires manual agility sufficient to operate standard construction equipment. Requires normal range of hearing and vision.

 

MENTAL DEMANDS: Must handle diverse work problems on a daily basis. Must be able to resolve problems, handle conflict and make effective decisions under pressure. Must relate and interact with people at all levels in the Company.

 

WORKING CONDITIONS: Field work required on construction site. This position may require to work overtime on an as needed basis.

 

THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR EMPLOYMENT.

 

PERMA-PIPE provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender (including pregnancy, gender identity, equal pay and sexual orientation), national origin, age (40 or older), mental or physical disability, veteran status or genetic information.