Field Service Technician II - Salt Lake City, UT

Field Service Technician II - Salt Lake City, UT

Position Summary:

The Field Service Technician II takes a leading role to provide installation, maintenance, and support service for our customers with a key focus on supporting CiDRA products and contracts with a copper concentrator in Salt Lake City, Utah.

The Field Technician II supports departmental and company objectives for premier customer service through the provision of hands-on equipment installations, commissioning and troubleshooting in the field as well as training for the customer as required. The provision of services includes all CiDRA products: CYCLONEtrac Particle Size Tracking Systems (PST) Oversize Monitoring Systems (OSM) and SONARtrac flow and entrained air measurement systems.

The Field Service Engineer is expected to maintain good customer relations and high-level customer satisfaction by serving as the company liaison on product and service technical matters for installations and maintenance.

Education and Experience:

  • Associates Degree (electrical or mechanical) or trade (electrical preferred) from a technical school required.
  • Must be proficient with a computer and software such as Microsoft Excel and Word.
  • Experience with a CRM system a plus.
  • Candidate should have a minimum of five years’ experience as a field service technician or similar capacity, installing and servicing electro-mechanical or mechanical equipment and systems. Prior experience working in the minerals processing industry required. Proven strong communication and writing skills in English a must.

Key Responsibilities:

  • Fosters a culture of safety as a core value
  • Works with internal and external stakeholders regarding accreditation / HSE, compliance, customer policies and other site requirements
  • A primary responsibility of this position is the service contract management of the CYCLONEtrac PST OSM and SONARtrac products installed at Kennecott Copper
  • Function as the main liaison and focal point for technical questions, customer support requests and coordination of unresolved customer application issues in assigned area or locale.
  • Achieve prompt, mutually satisfactory solutions to customer complaints and problems
  • Complete required company and customer documentation, writing reports as required.
  • Work with customers, CiDRA engineers, service technicians, and business development team members to provide installation and maintenance services related to CiDRA products in other territories
  • Creates and manages ‘Cases’ in Salesforce from inception to closure - Utilizes “Cases’ to escalate service to the appropriate level of visibility and action within the organization
  • Utilizes ‘Cases” to develop knowledge database to capture root cause, process issues, parts failures etc. Use information to work with other functional groups to implement preventative actions.

Accountabilities and Performance Measures:

  • HSE: Zero safety, asset and environmental incidents - HSE reporting
  • 100% customer satisfaction
  • Achievement of performance metrics defined in Kennecott service contracts.

Organizational Alignment:

  • Follows and promotes company policies
  • Reports to the Field Service Manager
  • Enlists support of tech support, product management and sales management for resources as needed
  • Provides management reports regarding key issues that may impact customer satisfaction, revenue and future customer opportunities

Other:

  • International travel required
  • Ability to lift and carry up 40 pounds
  • Must have valid passport and driver’s license with clean driving record
  • Is required to work at heights with proper PPE and safety guards in place
  • May be required to stand for long periods of time while performing duties
  • Must be able to work overtime and flexible shifts
  • Spanish as a second language is a plus
If interested, please submit your resume here.

CiDRA Corporate Services
50 Barnes Park North
Wallingford, CT 06492, USA
Phone: +1 203 265 0035
Fax: +1 203 294 4211
email: HR@cidra.com