Core Values
At HPE, we are connected to our customers and colleagues in a special way, embodying:
- Excellence: We are tenacious in serving our customers, listening to and accommodating their needs; outperforming our competition.
- Ambition: We are devoted to making contributions to the growth of our business and ourselves.
- Inspiration: We are optimistic and empowered to be agile problem-solvers.
- Authenticity: We act with integrity, reliability, empathy and humility.
- Energy: Together we contribute to an environment that is exciting, dynamic, diverse, and fun.
Scope
The scope of the Field Service Technician somewhat depends on the level of certification achieved over time by the technician through their experience and training, as it impacts the size/type of equipment that HPE can dispatch the technician to. However, the majority of scope of the role, regardless of certification level, is the same: To provide our customers with consistent and utmost quality and care to ensure that their generators and associated control equipment are maintained properly, repaired quickly and accurately, the first time. This is a vital position for our Company, enabling us in the power generation equipment sales, service, rental and parts resale businesses that we operate.
The Field Service Technician reports to the Service Manager and is an hourly, full-time position. S/he is a member of the HPE Service team, whose responsibility is to ensure all customer requests are identified and addressed in a prompt, accurate, and professional manner with safety and the end customer always in mind.
Responsibilities
The following responsibilities are listed in order of prioritized categories:
Safety
- Follow environmental, health and safe-work policies of both HPE and the customer.
- Ensure that waste oil/coolant/filters/batteries/etc. are properly cleaned up from the work site and promptly and properly removed from company vehicle and disposed of and documented correctly.
- Report all work-related injuries/incidents to service manager.
- Procure unforeseen vehicle parts to help keep technician vehicles safe, compliant and reliable (regular, predictable maintenance is managed by the service manager). Workplace skills, i.e., cleanliness, parts inventory, tool knowledge and care.
- Procure or pickup unforeseen other parts (ie: rental gen or customer equipment) during times of hard-down urgent machine repair needs, mass-outages caused storms, etc.
- Maintain personal and vehicle cleanliness/appearance, properly documenting any risks noticed in using the vehicle for its intended purpose.
Quality
- Provide company and customers with professional, accurate quoting documentation.
- Properly conduct maintenance in accordance with PM contract terms and manufacturer guidelines.
- Utilize training and experience to diagnose and complete non-routine repairs.
- Properly conduct repair work according to the authorized quote. Cite variances to service manager and act when necessary as the onsite liaison between HPE and customer when necessary to help provide the best service experience and equipment uptime outcome as possible.
- Support customers and other field service technicians with technical and procedural guidance, training and expert knowledge.
- When necessary, utilize established knowledge/tech support resources (people, policies/procedures, service documentation) within HPE and Generac to help solve problems and address technical concerns.
Delivery
- Utilize company policies and work instructions to perform onsite start-up/commissioning, preventative maintenance, routine and emergency repairs of customer's power generation equipment
- Instruct customers in the proper preventative maintenance and operation of power generation equipment.
- Accurately track and categorize time on a daily basis utilizing established tools.
- Accurately complete expense reports in a timely manner (at minimum, monthly, by the 5th of the month).
- Maintain accurate parts inventory utilizing existing tools/training, and participate in both formal annual inventory counts of vehicle(s) and warehouse(s) as requested, as well as informal, on-demand inquiries or counts.
- Share knowledge with dispatch and service management about ideas or limitations/barriers to efficient routing and/or delivery of our services to our customer base.
- Travel as necessary for completion of job duties utilizing company vehicles.
- Achieve service-level expectations. Be available for “on call” emergencies per formal rotation as well as ad-hoc emergency requests.
- Mandatory overtime may be required as business needs dictate, and as such, flexible scheduling is required of associates in this position.
PRE-EMPLOYMENT TESTING
Hiring into this position is contingent upon the successful completion of a pre-employment drug screen, background/ reference check, physical and physical capacity testing, technical test and reference check.
HPE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship, sexual orientation, gender identity, or any other characteristic protected by law.
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.
Handling of service parts will include lifting or carrying parts in excess of 70 lbs. regularly. Majority of lifting and carrying will involve parts between 5 and 40 lbs needing to be moved more than 50 feet.
While performing the duties of this job, the employee is required to reach with hands and arms, including above the shoulders and below the waist. The employee is constantly required to sit, including for the purposes of driving up to 12 hours in a day. The employee is constantly using hands to finger, handle, feel, lift or operate objects, and use computer keyboards. Fine dexterity for manipulating small objects required. The employee is constantly required to walk, squat, turn/twist, crouch, reach, stand, balance, climb/descend ladders, stairs, stoop, bend, kneel, crouch or crawl, and see, talk, hear, and smell. The employee is constantly required to stand on variable work surfaces.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
WORK ENVIRONMENT/ Environmental / Atmospheric Conditions
- The work environment for this position is primarily field service activities. Compliance with all applicable safety policies and procedures is key to employee and customer safety. Outdoor activity is common in variable and seasonal weather conditions, including variable precipitation and temperatures, vibration, pollen, dust, vehicle and engine and noise produced by onsite equipment. Employee is regularly exposed to work near moving mechanical parts and risk of electrical shock. The employee is frequently exposed to fumes or airborne particles; toxic or caustic chemicals. The employee is occasionally exposed to work in high, precarious places and extreme heat (non-weather). The noise level in the work environment is usually loud.
- Administrative duties will frequently be completed at the customer site-outdoors and/or in company vehicle.
- The field service activity will take this individual into customers' locations. Customer site environments may include but will not be limited to municipal, healthcare, power production, light to heavy manufacturing, retail, office, datacenter, or telecom/tower sites.
- Employee will work on variable surfaces including industrial grating, concrete, rock, dirt, sod, and other manmade and natural surfaces.
- Daily road travel monitored by vehicle GPS.
- Random Drug/other testing or data collection which may be required to meet customer site access requirements.
- Strict adherence to proper Personal Protective Equipment (PPE) while working in the field, which may include: eye and hearing protection, steel-toe shoes, gloves, hard hats, ESD/spark/fire resistant uniform, or face shields.
- High School Diploma (or GED or High School Equivalence Certificate); Related college degree preferred.
- Driver's license and clean driving record required
- Proficiency in MS Office (outlook and excel minimally) and wifi/cellular network connectivity, internet browser usage, parts diagrams, wiring diagrams and
- Demonstrated technical skills; assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
- Mechanical inclination; must have background in repair/maintenance of reciprocating engines, Fuel System fundamentals: gasoline, NG, propane and diesel engines
- Wiring diagram and schematic interpretation skills
- Proven ability to follow instructions, problem-solve, troubleshoot and ‘fix it right the first time'
- Basic skills - English Language; demonstrated ability to speak, read and comprehend instructions, read and write simple correspondence and memos. Demonstrated ability to effectively present information in one on one and small group situations to customers, clients and other employees. Math - demonstrated ability to add, subtract, multiply and divide all units of measure. Reasoning ability - demonstrated ability to apply common sense understanding to carry out detailed written or oral instructions.
- Problem solving ability; identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; uses reason even when dealing with emotional situations.
- Customer service skills; 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; focuses on solving conflict, not blaming.
- Oral communication skills-speaks clearly, with positive tone, responds well to questions.
- Proven record of 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.
- Commitment to continuous improvement – looks for ways to improve and promote quality; demonstrated accuracy and thoroughness
- Ethical behavior – treats people with respects; inspires the trust of others; works ethically and with integrity.cedures
Preferred Requirements
- Minimum of 2 years of experience in a technical repair/service capacity, preferably in a context of self-directed/remote field service.
- Knowledge of electrical voltage/current generation
- Electrical background preferred; competent electricity basics and terminology
- Engine DC systems including lead acid batteries, battery chargers and Ni-Cad battery systems
- Basic understanding of single & three phase electrical circuits as related to power generation
- Advanced diagnostics, Fuel pump, governor adjustment, compression testing, valve adjustment, R&R of engine components
- Basic understanding of engine control systems, ECM's, analog and digital communications
- Diesel fuel tank system knowledge, testing, alarms, fill devices, pumps, motors, float switches, fuel piping and materials, multiple tanks, remote monitors
- Generator control competencies: Analog systems, includes basic understanding of operation and troubleshooting a wide variety of manufactured equipment; knowledge of communications
- Basic understanding of automatic transfer switches and electrical switchgear
- Understanding of load bank operation
- Demonstrated ability to sell additional services when appropriate (ie: rentals, PMA's)
SPECIAL NOTES:
Technicians supply their own hand tools, which are kept in their company-assigned vehicle. The duties, physical demands, and work environment listed in job descriptions are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
This job description does not state nor imply that the above are the only duties and responsibilities assigned to this position. Employees holding this position will be required to perform any other job-related duties as requested by management.
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