Field Service Solutions Technician

AMP is hiring a Field Service Solutions Technician reporting to the Senior Manager of Customer Success. This position is preferred to be in person at our headquarters based in Louisville, Colorado but remote candidates can apply.

In a nutshell, you will be the first touch point for AMP customers who have questions about their AMP products or require AMP service assistance. This position will be tasked with not only maintaining a high level of service, but improving on our ability to deliver proactive service whenever possible. This position can expect up to 75% travel and requires some on-call work in order to help customers install, maintain, troubleshoot, and repair equipment. 

As our Field Service Solutions Technician, you will work to: 

• Provide best in class remote and onsite customer support and equipment repairs.
• Work beyond fixing problems, ensure customers are getting the maximum value out of their assets.
• Autonomously own your  specific portfolio of customer's performance.
• Act as a point of contact for customers, understanding customer needs, and resolving customer issues in a timely manner.
• Train customers on how to perform common repair work, complete required maintenance, and self diagnose or resolve system issues.
• Complete trip reports and site visit summaries.
• Track work hours via AMP systems to ensure accurate billable hours. 
• Work with Site Reliability Engineers to identify areas of high customer risk and create mitigation plans.
• Close the engineering feedback loop by systematically reporting unique, high-frequency service requests, performance concerns, or hardware failures.
• Guide the transition process from installation to service through seamless technical communication with internal teams and take-over-certificate review.
• Consolidate and maintain AMP service documentation (including videos, podcasts, interpretive dances, etc.) into an internal and external knowledge base - becoming a super-librarian for a greener planet.
• Evaluate product concerns against specifications and warranty coverage.
• Process customer warranty claims via Salesforce.com.
• Train and mentor new members of the Service team.
• Other field service tasks.

The successful candidate will have: 

Required Skills:

• Minimum 3-5 years hands-on field service experience servicing equipment at customer locations as well as remotely.
• Experience effectively communicating with multiple levels and skill sets within an organization.
• A strong technical hardware or field engineer/technician background (practical experience preferred but not exclusionary).
• Experience with industrial controls (valves, sensors, actuators, control systems).
• Ability to travel on a moments notice to service customers at their locations. 
• Comfortable working in the field at a customer site and in an office environment.
• Highly proficient with common field tools (tap/die, impact drills, grinders, multi-meter, etc.).
• Imaginative and open mind for problem solving.
• Analytical skills to not just report data, but use it to offer and enact sustainable solutions.
• Proven history of process ownership (create a flow diagram etc).
• Examples of audio-visual presentations and/or writing samples.
• Ability to work equally well in a team or solo environment.
• A desire to learn something new everyday, then teach a teammate.
• Extremely resourceful - known as a person who “finds a way to get it done.”
• Demonstrated ability to work long hours in difficult situations (heat, dust, small spaces, tight deadlines, etc.).

Preferred Skills: 

• Infrastructure Analysis: Evaluate the customer's entire environment (power, networking, usage patterns) to identify external factors contributing to hardware stress.
• Previous experience in a customer facing, coaching, or teaching role, preferably in a technical field.  Experience in a technical training environment.
• Process or documentation creation examples (Gantt charts, P&IDs, etc.).
• Demonstrated examples of automating or outsourcing work tasks.
• Real world experience using data to improve efficiencies and make fact-based decisions.
• Experience with robot firmware - e.g. RAPID, ACE, Ladder Logic.
• Experience with electrical wiring, manufacturing techniques, on-site assembly, installation, and service of mechanical systems.
• Ability to work in a fast paced environment.

Education:

• High School diploma or equivalent; Tech/Associates degree preferred

Experience:

• Minimum 5 years of experience performing Field Service Technician 
• Minimum 3-5 years of experience servicing, or knowledge of, robotics and AI products or related equipment
• Outstanding customer service presence and attitude with professional presentation
• Self-organized with a willingness to exceed customer and company expectations
• Basic proficiency with Microsoft Office (i.e. Word, Excel, PowerPoint, Outlook)
• Must maintain a valid state-issued driver’s license and excellent driving record

Working Conditions/Physical Demands:

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.  

• While performing the duties of this job, the employee is frequently required to stand, walk, use hands and fingers, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl and talk and hear.  
• The employee must occasionally lift and/or move up to 45 pounds. 
• Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus, and ability to accurately see and label color. (remove if not a requirement)
• Exposure to residential and commercial waste
• Work is conducted in an open building environment with exposure to outdoor conditions.

Working Location(s): 

• Hybrid home office and AMP HQ: Louisville Colorado
• Minimum 3 days/week in office if local to Colorado
• Remote (US) - Proximity to major airport required

Travel Requirements: 

• Up to 75% as needed

Schedule: 

• M-F - if weekend work is required it is made up the following week to not exceed 5 days/week
• 8 AM - 4 PM
• Overtime available
• Weekends off unless otherwise specified and fits with employee schedule

AMP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Applicants who identify with a historically underrepresented group are encouraged to apply.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

Other duties: 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Hourly Rate Information: $31.00 - $36.00/hr depending on experience, overtime available

Equity Grant: The candidate selected for this role will be recommended for a stock option grant commensurate with the position and the candidate’s qualifications. 

Benefits Information:

• Medical - The company covers between 77% to 100% of the premium for Cigna medical healthcare plans depending on the selection. 
• Dental, Vision, Short-Term and Long-Term Disability
• Life Insurance: The company covers the cost of Basic Life / AD&D 1 x Salary, option to purchase additional through New York Life
• HSA Eligible Health Plans, Company Contributions! 
• 401(k) retirement plan (non-matching)
• 14 days Accruing PTO 
• Benefits start the day you start
• 6 Accrued Sick Days
• Eight (8) paid holidays, 2 Floating Holidays

We’ll consider applications on an ongoing basis.