Job Title: Field Technician I

Department: Support

Pay: Hourly, $23.00 – $28.00 DOE

Location: San Diego, CA

Position type: Full time OR Part time

Do you have an IT brain and a blue collar mindset?
Do you need to know WHY something doesn’t work?
Do you spend some of your free time tinkering?

Here at Shop Floor Automations (SFA), the Support Team is what sets us apart from the competition. Come work with a small, dedicated, problem solving Installation and Support team.

Job Description:

We are looking for candidates with passion and experience in technology and support. To be successful in this role, you must be able to be independent, able to follow work instructions and procedures, and self-motivated. You’ll also have the desire to ensure customer issues are resolved as expeditiously and completely as possible. Attention to detail is a must. After the initial training period, you’ll be spending 50% of your time on-site at customer facilities and the other 50% supporting those customers from our office. Potential opportunity for remote after 1 year.

Duties:

• Performs onsite installation and configuration of software and hardware solutions
• Consult with on-site and off-site customers to determine the most appropriate solution
• Gather information and share knowledge with internal and external customers
• Provide in-person or remote training and support to customers on the use of implemented systems
• Complete service reports and other paperwork as needed
• Handle inbound and outbound calls and emails with external customers based on designated priority
• Identify problems, research answers, and guide customers through corrective steps via phone, email, or videoconference
• Make detailed entries in the Help Desk ticketing system to provide continuity of service across the Support team
  • Such as tracking, escalating, resolving and closing issues and support tickets
• Additionally, some requests may include other tasks as requested such as:
  • Processing of orders or inventory
  • Production or assembly of cables, including soldering and crimping utilizing diagrams
  • Documentation of procedures and protocols

Minimum Qualifications:

• Work Experience:
  • 2 years in B2B Help Desk or Technical Support
  • 1 year in Field Technical Support
  • Improvised Troubleshooting equipment, hardware or software
  • Windows operating systems
• Education:
  • High school diploma from an accredited institution
• Ability to:
  • Retain technical knowledge and know how to access the rest
  • Use logical and critical thinking methodology to solve problems
  • Prioritize tasks based on circumstances and available resources
  • Work and solve problems independently while knowing when to escalate issue to a higher level
  • Extract pertinent information from customers in challenging situations
  • Educate customers on best practices and provide forward-thinking solutions.
  • Adhere to company standards and guidelines, and contribute when appropriate
  • Maintain attendance schedule with dependability and consistency
  • Communicate well verbally and in writing
  • Pass background checks and drug tests
  • Work in the United States legally
• Physical Requirements
  • Must be able to stand on feet for 8+ hours a day while onsite. There are also long periods of sitting in the office.
  • Employee must be able to frequently lift 10 – 40 lbs. and occasionally up to 70. Typically this is a tool bag or inventory etc.

Preferred Experience in:

• Wireless/Wired Networking
• A manufacturing / CNC machining environment
• Predator DNC, CIMCO DNC, or Multi-DNC
• Phone based Customer Service
• Technical documentation
• Maintenance of a Knowledge Base
• Help Desk ticketing systems like ZenDesk, Zoho Desk, ServiceNow, etc.
• Remote Support tools like TeamViewer, LogMeIn, WebEx, etc.
• CRM’s like Salesforce, Zoho, HubSpot etc.
• Enterprise Networks
• Firewalls and Ethernet
• Legacy OS such as Win 95/NT
• VB Scripting
• Customer Service for 1 year
• Conversational Spanish

Benefits for Full time position ONLY:

• Healthcare coverage from Kaiser Permanente – includes dental plan
• Employee will pay 15% of monthly premium (subject to change)
• Healthcare starts the 1st of the month after 60 days of employment
• 401k plan for eligible employees which includes a 3% match from SFA
• Paid time off (PTO) for eligible employees that increases over time
• More benefits, which will be discussed via a review of the SFA handbook

This position is based in La Mesa, CA.

Please submit your resume for consideration to careers@shopfloorautomations.com or CLICK HERE TO APPLY

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Shop Floor Automations (SFA) is a national service provider to the manufacturing industry focusing on software and hardware integration to improve the performance, efficiency and longevity of heavy manufacturing equipment such as CNC machines and more. Our standards of excellence are demonstrated by our standing as top software reseller of multiple software lines year after year.

We have a relaxed office environment located in La Mesa, CA and have been in business since 1998. Located close to SDSU and Grossmont College. Our small and friendly atmosphere is demonstrated by the length of service of many of our employees. Some over 10 or 20 years.

SFA is an Equal Opportunity Employer.

All positions are subject to background checks and drug tests.