Field Service Technician
Summary
The primary objective of the Service Team is to provide exceptional support for all assigned service-related customer activities, including equipment installations, onsite service visits, remote technical support, and the coordination and management of parts orders. Field Service Technicians (FSTs) are responsible for supporting service operations throughout the United States, Canada, and Mexico, with a primary focus on fulfilling service requirements through CLA’s partnership with Cutlite Penta.
The Service Team is committed to delivering remarkable customer experiences and world-class service by ensuring timely response, technical expertise, effective communication, and proactive problem resolution. Supported by the corporate office in Alpharetta, Georgia, the team strives to maximize customer satisfaction, equipment performance, and long-term customer success.
Job Title: Field Service Technician
Department: Operations
Reports to: Service Manager
Collaborates with: Sales, Operations, Accounting, Vendors, Customers
Responsibilities
- Coordinate with the Service Manager and Parts Coordinator to schedule pre-installation visits, machine installations, and on-site service calls.
- Arrange travel for customer visits and submit weekly service activity reports.
- Demonstrate and explain machine features, functions, and operations, including flat sheet and bevel cutting applications.
- Deliver on-site and remote operator training while providing application and technical support to customers.
- Support new customers during startup and production ramp-up to ensure successful implementation and adoption.
- Provide remote troubleshooting and customer support during non-travel periods and assist with operating demonstration equipment in the Customer Experience Center (CXC) when needed.
- Collaborate with the Parts Coordinator to identify and fulfill customer parts requirements.
- Assist in maintaining service tool kits, job boxes, and related equipment inventories.
- Complete and submit monthly expense reports to Accounting.
- Support Sales and Marketing activities at industry trade shows and customer events.
- Participate in ongoing technical training, including international product training at the Cutlite Penta manufacturing facility in Italy.
- Document customer service experiences, lessons learned, and best practices to improve service delivery and customer satisfaction.
- Assist with maintaining service documentation, forms, and records within SharePoint.
- Maintain forklift certification and operate material handling equipment safely as required.
Core Competencies
- Field Service & Equipment Installation
- Customer Training & Technical Support
- Laser Cutting Systems (Flat Sheet & Bevel)
- Troubleshooting & Problem Resolution
- Customer Relationship Management
- Travel Coordination & Reporting
- Parts & Inventory Coordination
- SharePoint Documentation Management
- Trade Show & Sales Support
- Continuous Improvement & Knowledge Sharing
Position Overview
- Type: Remote, full-time, hourly non-exempt
- Schedule: Monday through Friday
- Pay: $30-$40/hour ($62,400-$83,200 annually, assuming 40 hours/week)
- Travel: Up to 75% per month
- Benefits: 401(k), medical, dental, vision, life insurance, PTO, and paid holidays
Key Requirements
- Authorized to work in the US.
- Valid driver’s license.
- Ability to obtain a US passport.
- Extensive travel (up to 75%)
- Lift, bend, push and pull 50lbs.
- High school diploma or equivalent.
- Demonstrate exceptional customer service.
- Proficiency with Microsoft 365 apps such as Outlook, Word, and Excel.