Senior Field Service Technician (Remote Access Support)

Our client is seeking a highly skilled Senior Field Service Technician with expertise in remote access and diagnostics. This role, predominantly remote, involves providing on-site support for complex installations, maintenance, and repairs when necessary, but with a strong emphasis on remote troubleshooting and issue resolution. You will be a key member of the technical support team, ensuring minimal downtime and optimal performance of specialized equipment. The ideal candidate possesses extensive hands-on experience, excellent diagnostic skills, and the ability to guide customers through intricate technical procedures remotely. You will leverage advanced diagnostic tools and communication platforms to support a diverse client base.

Key Responsibilities:

• Perform remote diagnostics and troubleshooting for complex technical issues related to specialized equipment.
• Provide on-site support for installations, maintenance, and repairs when remote solutions are insufficient.
• Develop and execute detailed maintenance and repair plans.
• Guide customers through technical procedures via phone, video conference, and remote access tools.
• Identify recurring technical problems and propose solutions to improve product reliability.
• Maintain accurate service records, including troubleshooting steps, resolutions, and parts used.
• Manage inventory of spare parts and ensure timely replenishment.
• Collaborate with engineering and product development teams to report defects and suggest improvements.
• Stay up-to-date with product knowledge, service bulletins, and technical documentation.
• Ensure customer satisfaction through efficient and effective technical support.

Qualifications:

• Associate's or Bachelor's degree in a relevant technical field, or equivalent practical experience.
• Minimum of 5 years of experience in field service, technical support, or a related role.
• Proven expertise in diagnosing and repairing complex electromechanical systems.
• Strong proficiency with remote access and diagnostic software and tools.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Exceptional communication, interpersonal, and customer service skills.
• Ability to interpret technical manuals, schematics, and blueprints.
• Experience managing service requests and documenting technical work.
• Familiarity with CRM and service management systems.
• Must possess a valid driver's license and a clean driving record for any required on-site visits.
• Ability to work independently and manage time effectively in a remote environment.

This role offers flexibility and the chance to significantly impact customer support operations, working primarily remotely from Des Moines, Iowa, US (with occasional travel). Join our client and be a vital part of their technical service excellence.