Job Description

SUMMARY:

The role of the Field Service Technician is to provide professional service and support for our customers by performing field service installation, startup, repairs and maintenance of the Machinery equipment. The Field Service Technician will work within the guidelines, established by the Manager of Technical Service, and will follow the established procedures when representing Monarch.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Typical duties will include, but are not limited to the following:

Installation- technical consultation and installation assistance to on-site personnel or contractor.

Startup- Customer pre-consultation, site readiness preparation, startup monitoring, assist and train.

Equipment Maintenance –perform routine maintenance on equipment.

Repairs – repairing machines, including rebuilds Troubleshooting-determine causes of operating errors and taking action to remedy the problem.

Equipment selection-determining correct tools and equipment required to perform the job.

Record Activity – complete service reports, record repairs, warranty and maintenance performed.

Could have travel to U.S., Canada, Mexico, Central and South America.

Essential Functions: Responsible for installation expertise, calibrating, configuring, testing, maintaining, evaluating and troubleshooting, and repair as necessary, to Circular knitting equipment manufactured by us.

Responsible for on-site training of customer personnel to our company standards on proper operation of their equipment.

Work with engineering, project management, spare parts and management groups to resolve escalated problems.

Provide written service & expense reports to Manager of Technical Services on all activities carried out on site and complete all required documentation in a timely manner .

Build customer relationship in a professional manner through solution-oriented communications and service, providing both on-site and telephone support.

Properly document, label, and return all defective parts resulting from repair.

Make technical recommendations to maintenance technicians and/or operators.

Work closely with the Manager of Technical Services and other Field Service Technicians to ensure site work is carried out in the required order, for completion by the required timeline.

SUPERVISORY RESPONSIBILITIES:

There are no supervisory responsibilities associated with this job at this time.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

• Interpersonal Skills - Focuses on solving conflict, not blaming; Listens to others without interrupting; Remains open to others' ideas and tries new things.

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

• Written Communication - Writes clearly and informatively; Able to read and interpret written information.

• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

• Diversity - Shows respect and sensitivity for cultural differences; Educates Promotes a harassment-free environment; Builds a diverse workforce.

• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

• Organizational Support - Comply with all safety policies, practices and procedures at all times. ; Supports organization's goals and values; Supports affirmative action and respects diversity.

• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Includes appropriate people in decision-making process; Makes timely decisions.

• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

• Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.

• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

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