[Hiring] Field Service Technician @Arrow International, Inc.

Role Description

This role provides technical support and field service for customer equipment, including troubleshooting hardware and software issues, performing installations, and delivering user training. Responsibilities include:

• Documenting service activity.
• Providing remote and on-site support.
• Coordinating parts and repairs with distributors.
• Escalating complex issues when needed.
• Extensive travel and a strong focus on timely problem resolution and customer satisfaction.

Qualifications

• Associate degree in Computer Technologies or applicable experience.
• Minimum of 3 years’ training or commensurate experience in electronic and PC technologies.
• Support knowledge of SQL, Windows Active Directory, Networking, Windows and Windows Server.
• Strong analytical skills.
• Ability to read schematics and technical manuals.
• PC, mechanical and electrical aptitude.
• Excellent written and verbal communication skills.
• Strong customer relations and phone skills.
• Must be self-motivated to work independently without direct supervision.
• Effective planning and organizational skills to efficiently manage time and call load.
• Competency in various software applications including MSOffice.
• Experience with Proprietary software a plus.
• PC applications support experience.

Requirements

• Ability to diagnose software and hardware problems effectively.
• Responsible for logging service calls in Salesforce and recording related pertinent information.
• Responsible for remote phone support when not traveling.
• Responsible for escalating any tier 2/3 issues to the support specialist.
• Responsible for escalating any support issues to management in a timely manner.
• Ability to work through issues with above average first visit resolutions.
• Work closely with distributors on parts orders, RMAs, and technical assistance.
• On-site installations and support required, overnight travel will be involved and can exceed 75% at times.
• Assist customers on the configuration and programming of Arrow equipment.
• Train distributors and customers on the use of Arrow equipment.
• Exceed customer satisfaction objectives as outlined by Arrow management.
• Recommends and executes appropriate solutions in a timely manner.
• Responsible for promptly following up with customers as needed.
• Ability to work from home effectively, which includes access to high-speed DSL or Cable internet.
• Other duties as assigned by management.

Benefits

• Profit-sharing.
• 401(k) matching.
• Great benefits.
• Paid time off including a bonus week every July.