Job Description

Company Summary

Symetrica is a global leader in radiation detection and identification, providing advanced technology solutions for real world challenges. The range of detectors, from handheld devices to mobile solutions and portal monitors, serve customs and border protection, law enforcement and military, emergency services and first responders. Users benefit from the most operationally effective multi-layered radiation detection and identification systems. For the last 20+ years, Symetrica has produced a wide breadth of best-in-class radiation detection solutions. More recently the company has experienced rapid growth as the company has introduced new products and solutions and additionally has scaled the leadership of the commercial teams. The company has a dedicated, specialist staff and manufacturing plants in Westford (MA) and Southampton (UK) for the design, manufacture and support of its product range.

Job Summary

As a Field Service Technician, you will be responsible for the installation, maintenance, troubleshooting, and repair of our products and equipment on-site at customer locations. The ideal candidate will have strong technical knowledge, exceptional problem-solving skills, and the ability to provide excellent customer service.

The Field Service Technician (FST) will provide expert technical support and troubleshooting assistance for our radiation detection systems. This includes handling all service calls and tickets, third line remote support to Symetrica service contract customers and site visits to support contract customer technical staff as needed.

Your role is critical in ensuring customer satisfaction and the optimal performance of our products. This position requires strong technical skills, excellent communication abilities, and a customer-focused approach. The ideal candidate is a problem-solver, has the ability to work independently, and has a demonstrated record of customer satisfaction.

Responsibilities

Technical Support – Customer Service

• Perform on-site installations, maintenance, and repairs of products and systems at customer locations.
• Works directly with customers and partners to support the installed base of Symetrica products, resolving issues remotely and on site, improving performance metrics and reliability.
• Works with a sense of urgency to continually improve service levels and customer satisfaction.
• Monitors service helpdesk, ticketing and support system and responds to customers' needs as required.
• Resolves escalated service calls.
• Ensures customer satisfaction. Engages other departments as necessary to resolve escalated tickets. Facilitates the smooth transition of such issues to these departments and follows up to close out escalation cases.
• Ensure that all service requests and issues are logged accurately, and document service activities, repairs, and parts used.
• Support continuous product improvement by providing feedback from the field to the engineering and product teams.
• Maintain inventory of service tools, equipment, and replacement parts, ensuring readiness for customer calls.
• Uphold safety and compliance standards, ensuring all work is performed according to safety regulations and company policies.

Installation Assistance

• Performs expert on-site assistance to the Global Service Organization and distributors for installations, commissioning and customer acceptance testing.

Product Line Support

• Primary Objective - Rad Nuc Detection Portals (Road and Rail).
• Secondary Option - Rad Nuc detection handhelds, wearables and mobile systems.

Required Qualifications

• An associate’s degree is required.
• A minimum of 2 years' previous work experience providing Domestic and/or International Technical Support.
• Able to represent the company professionally while providing top-notch customer service. Able to obtain standard security access to customer facilities – US Security Clearance
• Proficient with the use of Linux, MS Window, Office and Mobile Apps & networking.

Desirable Qualifications

• Technical Experience in cutting edge security scanning and integrated/networked systems as well as other technologies.
• Previous experience with homeland security detection equipment and end users/operators.

Physical Requirements

• Travel >50% of the time with variable notice.
• Prolonged periods working on-site at possible outdoor installations.
• Must be able to lift up to 25 pounds at times.

Job Tags

Similar Jobs