Job Title: Field Technician
Department: Agency Services
Location: East Coast; Remote position requiring 2-3 weeks of travel per month on average (within the assigned territory).
Hours: Full-Time, M-F
Compensation: Commensurate with experience and qualifications; market competitive.
Benefits: Dependent on location.
Website: www.alwusa.com
ALW Brand Video
Company Introduction:
ALW’s mission is to Illuminate the Soul with a broad range of linear and decorative luminaires, tailored to virtually any space. We take pride in our products, and we value creativity and innovation in all aspects of our organization. We are looking for someone who wants to join a team that’s hungry for innovation, never settling for the status quo. This is a position with the amazing potential to grow within the organization, and gain skills and experience in a company unlike any other.
Our Four Core Values are shared across the entire company, collectively driving the way Team ALW approaches each day, regardless of role or department. WE are passionate about:
- Customer Commitment: Being as easy to do business with, as agent-friendly, and as highly responsive to our external and internal customers as we can be;
- Innovative Spirit: Creating exciting new products, offering custom solutions, continuously improving our processes, and always being flexible and solutions-driven;
- Teamwork: Our dedication to our teammates, both internal and external, being respectful, helpful, and flexible, while never forgetting to have fun and celebrate;
- Ownership: Our individual and collective accountability, basing our actions on integrity, trust and expertise to follow through on all commitments.
Position Summary:
ALW’s Field Technician is responsible for traveling to job sites throughout their assigned geographic territory to promptly and efficiently troubleshoot and correct any ALW fixture field installation issues, with a dedicated focus on quality service and problem resolution. When travel is not required, responsibilities include assisting with technical support inquiries (via phone and email) in addition to working on product improvement projects ensuring continuous quality improvement and customer satisfaction. This position reports directly to the Agency Services Manager.
You Will Be Responsible For:
- Carry out on-site resolution of electrical or mechanical issues with light fixtures and/or associated controls.
- Working directly with contractors, sales agents, and site facilities personnel to quickly identify the scope and cause of the problem, then develop and carry out an action plan to resolve the issue.
- Coordinate all aspects of arranging field service visits, including travel arrangements, scheduling, and material/equipment requirements.
- Coordinate with our production team for services performed at factory.
- Assist customers with troubleshooting and technical questions related to ALW’s fixtures over emails and phone calls.
- Develop and test immediate solutions for field problems and participate in developing preventive measures.
- Prepare correspondence and reports documenting Field Service visits to be submitted to our Quality Assurance team for corrective action analysis.
- Handle difficult situations assertively yet diplomatically, ensuring problems are resolved while maintaining a positive client interaction.
- Assist Quality Assurance team with a variety of testing and investigation activities.
- Assist with continuous improvement efforts.
- Assist with ensuring the quality of new products during the development and early production phases.
Your Primary Objectives Will Be To:
- Efficiently and comprehensively resolve field service issues in a cost-effective manner.
- Contribute to the achievement of company profitability targets by minimizing warranty costs.
- Meet/exceed company and department Key Performance Indicators (KPIs).
- Effectively manage personal and team’s email inbox to completion every day.
- Deliver and maintain superior response times.
- Contribute to the achievement of best-in-class customer satisfaction scores.
Your Strengths Include:
- A positive, can-do attitude.
- Clear, effective and professional written/verbal communication skills – ability to clearly articulate questions and/or information needs.
- Attention to detail.
- Customer service aptitude.
- Punctuality and responsiveness.
- Excellent organization, time management and workload prioritization – ability to manage high volumes in order to meet strict deadlines.
- Systems knowledge and technology proficiency.
- Ability and willingness to learn.
- Knowledge of Terms & Conditions and Warranty policies.
Your Experience & Qualifications Include:
- At least 2+ years of professional experience in troubleshooting electrical systems, especially lighting.
- Experience as an Electrician and strong knowledge of commercial electrical installations, wiring, power, and controls.
- Valid driver’s license and clean DMV record required. Must be able to travel within the U.S. and Canada on short notice for several days at a time.
- Must be capable of safely working in a construction environment, including using, moving and frequently working on ladders and/or scissor lifts to reach installed fixtures to perform repairs.
- Must be organized, detail oriented, self-motivated, and able to work on location without any direct supervision.
- Must possess great verbal and written communication skills.
- Must be able to lift and carry 40lb.
- Proficient in the use of computer applications.
You Will Succeed If You:
- Believe in and demonstrate ALW’s Core Values in all your interactions.
- Always maintain a positive, can-do attitude with customers and teammates alike.
- Are a team player, providing support and assistance whether or not specifically asked.
- Clearly and effectively articulate questions and requests.
- Invest in becoming an expert on ALW’s product offering, capabilities and processes.
- Are self-sufficient and willing to dig for an answer before asking for help.
- Proactively identify, evaluate and propose solutions to questions or problems.
- Always have fun and have a drive to succeed!
Interested candidates can click here to apply or submit their resume to Sapna Dokal.