Field Service Technician

Job Description:

Field Service Technicians are responsible for working on the customer’s behalf to support, troubleshoot, and resolve service tickets while providing excellent customer service. They must be able to create, update, and resolve service tickets. Field Service Technicians must learn and maintain the latest knowledge of all Goserco systems including building, troubleshooting, repairing, and technical support. They must always keep the customer informed of the progress of service tickets and attempt to resolve them as quickly as possible. Field Service Technicians are also responsible for product installations, maintenance, and system status checks.

The Field Service Technician must always exhibit excellent customer service skills. They should be very responsive and present excellent verbal and written communication skills. Field Service Technicians must always professionally present themselves.

A fully trained Field Service Technician will work from the office, remotely, and on-site at the customer’s location. Field Service Technicians must have the availability to travel.

Essential Duties & Expectations:

Develop and maintain a thorough knowledge of Goserco products.

Field service tickets and work to resolve them as quickly as possible.

Field Service Technicians must be able to install all recording products that Goserco sells and supports.

Maintain knowledge of applicable software, computer hardware, servers, and workstations.

Determine customer needs and propose appropriate solutions.

Provide support over the phone, remotely, and in person as appropriate.

Work with customers to establish, maintain, and test remote access.

Create, well-written, service tickets and update/close them as appropriate.

Escalate service tickets to vendors when appropriate.

Coordinate with the customer, Support Services Coordinator, and the Project Manager to confirm installation readiness and ensure delivery of supplies and equipment is on-site.

Record and maintain all hardware information including serial numbers.

Assist with system builds for all Goserco customer systems.

Implement methods for and document disaster recovery for systems.

Assist with internal I.T. to include implementing initiatives to maximize uptime of equipment and software while performing upgrades as assigned.

Perform scheduled and ad-hoc system status checks via remote access or phone as assigned.

Update the Customer Management System with customer/system information as appropriate.

Maintain ongoing communication with the Service Manager.

Complete scheduled appointments and follow up with customers as appropriate.

Be responsive to work-related phone calls and e-mails.

Other duties, as assigned.

Minimum Qualifications:

A high school diploma or GED equivalent is required.

Three (3) years of customer service experience are required.

Product familiarity and/or technical support experience in a similar industry is preferred.

Must have familiarity with various Office products including Outlook, Word, and Excel.

Knowledge of computer hardware, servers, and workstations is preferred.

Knowledge of Microsoft Server 2012/2016/2019 is preferred.

Must pass a background check which may include fingerprint clearance.

Valid Driver’s License

Supplemental Information

Information on employee benefits is outlined in the employee handbook provided upon hire.