Provides post-sales services for customers including installation, configuration, calibration, troubleshooting, maintenance, and repairs. Troubleshoots, diagnoses, and resolves malfunctions. Determines when products should be upgraded or replaced to meet customer needs. Provide customers assistance with the operation and maintenance of company products. Develop on-going relationship with customers to secure future business. May provide on-site training to customers on the features of the equipment they purchase.
JOB DESCRIPTION – Field Service Technician II
Nordson is a global leader in dispensing equipment and is seeking an experienced and highly motivated individual to join our team. We are committed to creating a diverse and inclusive workplace and we are looking for candidates who share the same commitment.
Summary of the role
As a member of our team, you will have the opportunity to work in a dynamic and collaborative environment, where your ideas and contributions will be valued and respected.
GENERAL SUMMARY:
Work in a fast-paced environment to assess, troubleshoot, quote and resolve technical issues for adhesives application equipment. You’ll utilise multiple databases to aid in troubleshooting and the recording of results from work completed.
DUTIES & RESPONSIBILITIES:
The Field Service Technician II will be based in our Bella Vista Office and will report to the Field Service Supervisor and assist a team of Technicians to service our Customer base across New South Wales both Metropolitan and Regional.
Whilst the primary role is equipment service/repair/troubleshooting, the Field Service Technician II will also be required to be proficient Account Maintenance processes including equipment audits, parts audits and Preventative Maintenance processes. In addition, the Field Service Technician II is responsible to organise replacement parts for specific jobs using prescribed methods that allow for traceability of parts from warehouse to end user. The Field Service Technician II is responsible to maintain all company property in good condition, clean and free of any defects.
The Field Service Technician II will:
- Report to the Field Service Supervisor.
- Support Sales Managers where required.
- Be an effective, reliable business partner to the existing team.
- Answer incoming customer calls and provide Technical Service assistance for Nordson equipment.
- Liaise with Customers and provide technical analysis, assessment and advice on equipment received for repair/overhaul.
- Promote the technical and performance characteristics of products.
- Overtime may be necessary as assignments dictate, to include weekdays, weekends and public holidays.
- Perform other duties as assigned.
KNOWLEDGE, SKILLS & ABILITIES
- Ability to work with Microsoft products, show good comprehension skills and communicate effectively.
- Essential that the candidate is self-motivated to perform at a high level.
- Demonstrate good customer service skills and be able to manage Customer and Colleague expectations.
- Display effective work organization and planning methods.
- Good electrical-mechanical aptitude, with trade qualifications being beneficial but not a pre-requisite.
- Current Forklift license and Restricted Electrical License or the ability to obtain is essential.
- Ability to plan and prioritize work commitments in a dynamic environment.
- The ability to use typical fault-finding instruments such as a Multimeter, and other tools/equipment.
- Problem solving skills necessary to troubleshoot and resolve equipment operational issues.
MEASURES
Main KPI’s as below:
- Customer, Manager and Colleague Satisfaction with progress and processes.
- Communication (written and oral) / administration skills.
- Quality of work, Volume of work, Motivation and Engaged Attendance.
- Territory Sales targets as prescribed by the Field Service Supervisor.
- Inventory Control of allocated Technician Stock Levels and Management of parts.
BENEFITS
- A competitive remuneration package including:
- A company vehicle (typically SUV or twin cab utility), available for general personal use.
- Mobile Phone and Laptop for business use.
- Overtime available based on Customer needs and Business requirements.
- Employer Superannuation Contribution at required statutory level.
- A Bonus Incentive Plan based on achieving set criteria and paid annually.
- Leave loading paid on annual leave taken.
- Contributory Health Insurance plan.
- Work schedule is primarily Monday to Friday promoting work-life balance.
- Uniform including safety equipment provided.
- Tools and test equipment to carry out repairs and maintenance are available for use.
- The position is permanent ensuring job security and stable employment.
About Us
At Nordson, we believe that anything is possible. We empower our Global team of employees to engineer, manufacture and market innovative products and systems that are essential to everyday life. These differentiated products and systems are used for precision dispensing and processing and serve a variety of end markets, including packaging, transportation, medical and electronics. Founded in 1954 we are guided by our values of integrity, respect for people, customer passion, energy and excellence. We care for our employees and provide them with opportunities to advance their careers and make impact, inside and outside of work. Nordson is headquartered in Westlake, Ohio, and has direct operations in more than 35 countries to support our products and systems with application expertise and a direct global sales and service organization.
