The LED Support Field Based Technician is a front line customer facing position responsible for performing Field Repairs, Quality Inspections and On-Site Customer Training. Some telephone helpdesk and troubleshooting responsibilities to ESG customers will also be required. This position will focus on issue resolution, increasing customer satisfaction and improving future referral business. While most work will take place within the assigned geographic area, some out of region travel may be required. This position will need to reside in the Southern California area.
Handle field repairs within geographic area.
Conduct Quality inspections on new installs within geographic area.
Deliver On-Site training.
Provide Telephone Technical Support when not in the field.
Responsible for advanced technical troubleshooting and analysis methods.
Take pictures of all completed work and log into the CRM tool.
Maintain daily work log.
Resolve repair issues on first visit.
Stock and locally maintain hardware / equipment inventory.
Collect information that will increase team’s ability to troubleshoot future problems.
Intermediate to advanced understanding of the product or service focusing on hardware.
Troubleshoot and diagnose problems on desktop equipment and peripherals.
Test and troubleshoot software and hardware issues.
Submit ideas for workaround procedures when standard procedures have failed.
Adhere to Warranty terms and conditions.
Maintain history and status of issues in CRM Software.
Work as requested on customer migration and product testing projects.
May serve as technical advisor to product development teams.
Required Qualifications (Measurable)
2 -3 years performing LED or electrical field work.
2 years minimum experience with Windows OS & Microsoft Office
2-3 year’s progressive experience in a technical service / customer support role.
Must reside in the Southern California area.
Capable of handling work orders within specific time constraints.
Preferred Qualifications (Measurable)
Min. Hrs. at Computer Daily
On average 2 hours per day
Able to lift 75lbs + of weight
Heavy local travel
Excellent resolution skills and ability to prioritize support issues.
Solid time management skills.
Proficient in written and verbal communication.
Ability to adjust priorities in a fast paced environment.
Friendly, outgoing, empathetic, patient and customer focused.
Prioritize and multi-task effectively.
Work with little supervision when necessary.
Adjust priorities in a fast paced environment.
Build customer trust and ensure 100% satisfaction.
Other Physical/Mental Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
Ability to operate in a production-driven environment and perform at the required standards.
Sedentary and physical activity requiring reaching, bending, kneeling, stooping, pulling, carrying, balancing, lifting, finger dexterity, grasping, feeling, repetitive motions, talking and hearing.
75% or more time is spent driving and performing physical field work.
Visual requirement is for close vision, distance vision, peripheral vision and ability to adjust focus.
Required to stand, walk (or otherwise be mobile.
Ability to deal with stressful situations as they arise.
Comfortable working aloft, climbing and operating a lift.
Must be able to work outside in all weather conditions.
Work hours M-F 8:00AM – 5:00PM Local Time with some extended hours.
Valid driver’s license.
Hands on diagnostics and first visit problem resolution using available tools, software, hardware and logic.
Effective verbal and written communication skills.
Solid interpersonal skills to interact successfully with customers, management and team members.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
About this company
From our President...
EBSCO aims to be a good work home, to deliver useful products and services to our customers with excellent service, and to improve and grow in all our endeavors.
We seek employees who can be distinctively individual, yet also work within a cooperative team. To promote an environment of fairness, learning and improvement, EBSCO practices open-door communications. We seek to be a good place to work and offer employees as much opportunity as their abilities and willingness to work can handle.
EBSCO is blessed with many loyal customers. We look to our customers to learn to develop better products and services and foster the creativity and ingenuity that will make us better. We will continue to put our customers first.
J.T. Stephens, President
We guide ourselves with seven values:
Customer First - Our jobs and our company's future come from the customer
Sales - We communicate, educate and persuade to offer our products and services as far and wide as the market opportunity exists
Growth - We are committed to finding and growing revenues and business activities
Profitability - Profits provide the resources to maintain operations, to invest to improve them, to develop new opportunities and to ensure a financially secure organization
Engineering - We must constantly seek to identify and to develop ways to realize opportunities and to change shortcomings
Thrift - The need for economy stands as an eternal verity
People - People make the difference when they work together as a knowledgeable, productive and motivated team with mutual respect for one another We are thankful for our historical progress. We are inspired by our opportunities. We will continue to seek improvement and growth.
Thank you for your interest in EBSCO Industries. EBSCO is an international company headquartered just outside Birmingham that competes in markets ranging from Subscriptions Services to Fishing Lures to E-Commerce. EBSCO realizes that our past success and future relies on the people that work with us and therefore we are always seeking candidates that best suit the needs of our organization. To see a listing of the jobs we currently have open and to submit your resume, click here. Once your profile has been submitted, it will remain in our database and you may return to apply for future positions.
EBSCO is proud of its continued success and realizes that this success is a result of a dedicated staff. We appreciate your desire to become a part of our team.
If you are interested in employment with another EBSCO company, please contact that company directly.