Field Service Technician - Separation Equipment (Madison, WI)
Separators, Madison, WI, United States
Company Overview
Separators is North America's leading independent provider specializing in the service, repair, and remanufacturing of Alfa Laval, Tetra Pak and GEA centrifuge equipment. We have various offerings, from service and parts to automation technology and consulting, but above all else, Separators is a service company.
We serve the needs of our customers and focus on keeping their facilities and their equipment running at optimal levels
We serve our employees by providing the resources and support they need to not only complete their job but to be successful in their work
Throughout Separators there is a commitment to teamwork, which does not always mean working together, but it does mean working in the same direction. We’re on the lookout for individuals to join our team in the Madison, WI area.
Job Summary
The Field Service Technician role strives to always demonstrate the characteristics of “Separators Way” by providing our customers with the maximum centrifuge repair service and support while minimizing the risk of injury and costs. The role, preferably based out of Madison, WI, demands technical expertise, reliability, and a commitment to customer satisfaction.
The Separators Way
Passionate about the success of our customers and our business
Empowered with high expectations to deliver consistent excellence to our customers, remembering that our customers are both external and internal
Committed to “rowing the same direction”, working as a team first to deliver consistent results as individuals
A willingness to consistently work hard, tenacious enough to overcome obstacles and a curiosity to solve problems to make the business better. Willing to fail and try again. Be gritty
Processes and tools that assist the team by providing the guidance and information needed to positively impact the business
Doing everything the “right way” by adhering to our core values of Customer Service, Continuous Improvement, Mutual Respect, Integrity, and Trust
Job Responsibilities
Perform scheduled centrifuge maintenance and repair work in our customer’s plants
Always work in safest possible manner and adhere to company and customer safety rules
Arrive to service jobs on time, dressed appropriately, ready to work
Obtain customer approval for major parts not included in original quote and confirm in report
Identify process/operating issues and recommend solutions.
Provide in-plant product/process technical support, troubleshooting, and training
Provide feedback/recommendations on customer opportunities (parts, service, and equipment)
Recommend to customers parts to buy/stock
Account for, pack up, and arrange for return of all unused parts
Follow up the day after service to ensure equipment is running properly
Produce complete, accurate and timely service reports and obtain customer’s signature
Flexibility to extend site visits based on customer need is a must
Prepare in advance for service jobs
Review previous service reports
Review provided Bill of Materials and check for accuracy
Locate and review pertinent manuals
Schedule work and any changes through centralized service scheduler
Work with the customer directly to confirm schedule and any special requirements
Schedule all travel arrangements or work through travel agency while adhering to company policy
Communicate within the Separators team and be available to take after-hours (internal and customer) calls
Provide telephone technical support for customers
Develop and maintain an understanding of our automation/controls.
Collaborate with service and other team members to provide an exemplary customer experience
When required/requested, provide support to Separators, Inc. shop.
Develop and maintain positive customer relationships to facilitate repeat business
Always represent Separators, Inc. in a professional and courteous manner.
Key Performance Measures
100% answered after hours emergency call rate
Customer satisfaction of onsite services
Warranty expenses (keep below 1%, meet annual goals) related to service work performed
Persistence to stick with project until it is completed
Accuracy and timeliness of all required reporting
Comfortable with continuous learning and desire to grow with the company
Requirements and Qualifications
High school Diploma
Post high school trade/technical school a plus
Strong mechanical aptitude; Extensive experience with hand tools
Strong problem-solving skills
Persistence and reliability to safely work until the job is completed
Good written and verbal communication skills
Courteous with customers
Basic computer skills
Able to lift 50+ lbs. routinely
Work in prone/kneeling position for periods of time
Physical ability to safely perform labor and travel
Ability to travel extensively (up to 75%)
Available after hours, weekend and holidays
Available to regularly work 1-2 weekends per month
While uncommon, employees could be asked to work 3 weekends in a month. This request would be discussed with the employee and Management team
In the unforeseeable event that the employee is requested to work 4 weekends in a month, the employee has the right to refuse
Ability to be onsite for up to 5 days at a time; Potential to be onsite for up to 8 days at a time for 1-2 projects per year
If an employee is scheduled onsite for an extended time, management will attempt to schedule off site work (no travel) following the project completion
Job Type
Full Time; Non-Exempt (Hourly)
Benefits
Health Insurance with Health Savings Account (if eligible)
Dental/Vision Insurance
Life/Disability Insurance
401(k) with employer match
Paid Vacation/Sick Time
Paid Holidays
Employee Assistance Program
Wellness Program
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Separators is North America's leading independent provider specializing in the service, repair, and remanufacturing of Alfa Laval, Tetra Pak and GEA centrifuge equipment. We have various offerings, from service and parts to automation technology and consulting, but above all else, Separators is a service company.
We serve the needs of our customers and focus on keeping their facilities and their equipment running at optimal levels
We serve our employees by providing the resources and support they need to not only complete their job but to be successful in their work
Throughout Separators there is a commitment to teamwork, which does not always mean working together, but it does mean working in the same direction. We’re on the lookout for individuals to join our team in the Madison, WI area.
Job Summary
The Field Service Technician role strives to always demonstrate the characteristics of “Separators Way” by providing our customers with the maximum centrifuge repair service and support while minimizing the risk of injury and costs. The role, preferably based out of Madison, WI, demands technical expertise, reliability, and a commitment to customer satisfaction.
The Separators Way
Passionate about the success of our customers and our business
Empowered with high expectations to deliver consistent excellence to our customers, remembering that our customers are both external and internal
Committed to “rowing the same direction”, working as a team first to deliver consistent results as individuals
A willingness to consistently work hard, tenacious enough to overcome obstacles and a curiosity to solve problems to make the business better. Willing to fail and try again. Be gritty
Processes and tools that assist the team by providing the guidance and information needed to positively impact the business
Doing everything the “right way” by adhering to our core values of Customer Service, Continuous Improvement, Mutual Respect, Integrity, and Trust
Job Responsibilities
Perform scheduled centrifuge maintenance and repair work in our customer’s plants
Always work in safest possible manner and adhere to company and customer safety rules
Arrive to service jobs on time, dressed appropriately, ready to work
Obtain customer approval for major parts not included in original quote and confirm in report
Identify process/operating issues and recommend solutions.
Provide in-plant product/process technical support, troubleshooting, and training
Provide feedback/recommendations on customer opportunities (parts, service, and equipment)
Recommend to customers parts to buy/stock
Account for, pack up, and arrange for return of all unused parts
Follow up the day after service to ensure equipment is running properly
Produce complete, accurate and timely service reports and obtain customer’s signature
Flexibility to extend site visits based on customer need is a must
Prepare in advance for service jobs
Review previous service reports
Review provided Bill of Materials and check for accuracy
Locate and review pertinent manuals
Schedule work and any changes through centralized service scheduler
Work with the customer directly to confirm schedule and any special requirements
Schedule all travel arrangements or work through travel agency while adhering to company policy
Communicate within the Separators team and be available to take after-hours (internal and customer) calls
Provide telephone technical support for customers
Develop and maintain an understanding of our automation/controls.
Collaborate with service and other team members to provide an exemplary customer experience
When required/requested, provide support to Separators, Inc. shop.
Develop and maintain positive customer relationships to facilitate repeat business
Always represent Separators, Inc. in a professional and courteous manner.
Key Performance Measures
100% answered after hours emergency call rate
Customer satisfaction of onsite services
Warranty expenses (keep below 1%, meet annual goals) related to service work performed
Persistence to stick with project until it is completed
Accuracy and timeliness of all required reporting
Comfortable with continuous learning and desire to grow with the company
Requirements and Qualifications
High school Diploma
Post high school trade/technical school a plus
Strong mechanical aptitude; Extensive experience with hand tools
Strong problem-solving skills
Persistence and reliability to safely work until the job is completed
Good written and verbal communication skills
Courteous with customers
Basic computer skills
Able to lift 50+ lbs. routinely
Work in prone/kneeling position for periods of time
Physical ability to safely perform labor and travel
Ability to travel extensively (up to 75%)
Available after hours, weekend and holidays
Available to regularly work 1-2 weekends per month
While uncommon, employees could be asked to work 3 weekends in a month. This request would be discussed with the employee and Management team
In the unforeseeable event that the employee is requested to work 4 weekends in a month, the employee has the right to refuse
Ability to be onsite for up to 5 days at a time; Potential to be onsite for up to 8 days at a time for 1-2 projects per year
If an employee is scheduled onsite for an extended time, management will attempt to schedule off site work (no travel) following the project completion
Job Type
Full Time; Non-Exempt (Hourly)
Benefits
Health Insurance with Health Savings Account (if eligible)
Dental/Vision Insurance
Life/Disability Insurance
401(k) with employer match
Paid Vacation/Sick Time
Paid Holidays
Employee Assistance Program
Wellness Program
#J-18808-Ljbffr