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Field Tech Support Specialist

Memphis, Tennessee

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

We currently need a Field Tech Support Specialist supporting our client. This position will be responsible for providing onsite technical services in support of Mission Critical Cooling Systems. Executes the delivery of installation, startup, commissioning support, remedial and preventative maintenance (PM) services. 

Duties and Responsibilities

  • Participates in system deployment project for established service area, by delivering installation, startup and/or commissioning support services.
  • Provides onsite support by assisting in fault isolation of electro-mechanical systems.
  • Identifies necessary parts to resolve customer equipment failures.
  • Responds onsite to dispatches, within required timeframe as specified in customer service level agreements (SLAs), for scheduled and unscheduled services requests.
  • Serves the department by participating in the development of service bulletins, procedures, process improvements and other collateral duties as required.
  • Maintains accurate customer service records and reports within the Case Management System/CRM.
  • Contributes to the creation of Knowledge Articles and other technical-related documentation.
  • Serves as a resource to sales personnel for assigned service area.
  • Recommends improvements to manuals, operational processes and procedures as needed.
  • Contributes to training course content development and provides training to customers and other field service personnel, as required.
  • Maintains knowledge of new products.
  • Other duties as assigned.

 Position Qualifications

  • Minimum of 5 years of experience in field service or a similar technical support-related position.
  • Associate degree from two-year college/technical school with a certificate in an IT Hardware-related discipline preferred, or an equivalent combination of education and experience to successfully execute the role.
  • Prior experience with electro-mechanical equipment, servos, sensors and actuators.

 Knowledge, Skills, and Abilities

  • Experience reading Electrical Schematics.
  • Experience working with 200 – 440-volt equipment (High Voltage)
  • Hands on hardware troubleshooting and repair experience (Hands on may be folks who have worked on other products that require parts swapping etc. VS just monitoring systems from a keyboard)
  • Ability to successfully apply technical knowledge to identify root causes.
  • Ability to demonstrate excellent customer service and communication skills.
  • Ability to read basic product drawings, electrical schematics, and technical specifications.
  • Requires the ability to manage priorities effectively.
  • Ability to travel with little notice may be required.
  • Troubleshooting skills and sound technical judgment.
  • Ability to work both onsite independently and as part of a team.
  • Availability to work extended hours, if applicable, including participation in a 24/7 on-call rotation.
  • Ability to pass customer-specific background check processes, if applicable.

 Physical Requirements/Abilities (If necessary)

  • Prolonged periods of working at Customer facilities standing, lifting, bending, kneeling, etc.
  • Must be able to lift to 50 pounds at times.
  • Travel may be required up to approximately 20% of the time.
  • Willing to travel when needed.

 

 

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