Service Technician

The people at Industrial Scientific are committed to ending death on the job by the year 2050, and we need more help. We hire smart, motivated people, give them world-class tools in a supportive environment, and we let them do their job. Our team is highly engaged, creates quality solutions and delivers outstanding customer service. Our leaders understand the critical elements of breakthrough performance: bringing out the best in people; creating a climate of trust, openness, and high performance; fostering candor; and treating people fairly and with dignity.

Service Technician will be responsible for accurately diagnosing, repairing, and testing all internal and customer-owned gas detection equipment in a timely manner, with the highest quality, and in accordance with ISC policies and procedures. Will be required to work with other departments to help drive issues to resolution to better serve our customer to our greatest ability.

RESPONSIBILITIES:

• Supports the fulfillment team by providing effective communication and guidance ensuring smooth team operations and collaboration when leadership opportunities arise

• Works directly with the operational excellence team in support of change implementation and new product development by performing product testing and service procedures/bulletin creation

• Performs lab gas management to include secure bottle transportation, age assessment, bottle replacement, regulator installation, card programming, and account assignment

• Communicates with customers via telephone and email to provide technical expertise and in-depth troubleshooting of equipment to identify solutions and ensure customer issues are resolved

• Accurately completes diagnostic and repair documentation within Oracle service orders to include customer requests, service history, diagnostic results, warranty status, and repair estimates

• Actively engages with team during visual daily management and fulfillment team meetings; identifies trends, takes ownership of countermeasures, and drives improvement

• Drives continuous improvement through best practices and tools, demonstrates ability to lead kaizen events and ensure sustainment

• Proficient in multiple service processes to includeinternal asset repair, customer owned repair, iNet, Rental, final test, rework, and product one piece flow lines; possesses ability to mentor junior technicians on service processes

• Meticulous attention to detail, capable of diagnosing and repairing gas detection equipment at the highest level of quality, while meeting on-time delivery goals

• Troubleshoots, repairs, and configures gas detection equipment to include instruments, docking stations, regulators, pumps, area monitors, and connected devices

• Completes equipment testing, repairs, and calibrations in accordance with Industrial Scientific factory service center and National Institute of Standards and Technology (NIST)

• Seeks problem resolution; communicates process/product issues through JIRA and Service Desk

• Conducts daily/monthly quality and standardization (5S) audits; documents findings and debriefs area POC ensuring a clean, safe, and functional work areas

• Approaches any change with a positive attitude, and fosters our continuous improvement culture

• Complies with all product and service bulletins; performs software/firmware updates, product updates of hardware

QUALIFICATIONS REQUIRED (Non-Negotiable):

• Demonstrated ability to provide highly effective training on both products and processes to junior technicians

• Demonstrated ability to effectively execute mentor duties with assigned mentees per fulfillment training plan

• Ability to effectively communicate with various levels within the organization to solve problems

• Ability to repair surface mount and through hole PCBs to IPC Class III soldering standards

• Proficient with connected device operation to include Wireless (Wi-Fi), Cellular, Ethernet, Bluetooth, Lens, and Global Positioning System (GPS)

• Strong understanding of toxic and explosive gas characteristics

• Proficient in setup and operation of gas detection electronic diagnostic equipment and test fixtures

• Proficient with ISC Support Systems (iNet Systems, Salesforce, Oracle, JIRA, Windchill, ServiceDesk)

• Proficient with MS Office Applications (Word, Excel, Outlook)

• Demonstrated strong attention to detail, outstanding resourcefulness, flexibility, ability to work independently as well as within a team setting, and the ability to maintain high quality standards

• Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems

• Ability to diagnose and solve problems based on customers non-technical descriptions

• Ability to determine warranty status and build customer repair estimates

• Ability to troubleshoot, adjust, and replace defective or malfunctioning electronics components using hand tools

• Ability to regularly perform fine finger/hand movements

• Established commitment to providing the best customer service, every transaction, every time

• Highly organized and capable of performing multiple tasks simultaneously

QUALIFICATIONS PREFERRED (Negotiable):

• Two-year associate degree in electronics or equivalent experience

• Experience providing excellent customer service in person, by telephone, and through email

PHYSICAL DEMANDS:

Note: The physical demands described herein 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.

While performing the duties of this job, the employee may be required to sit or stand for extended periods of time, reach with hands and arms, walk, talk, and actively listen. The employee may be required to regularly use hands and digits to handle or feel work material. The employee may be required to frequently lift or carry up to 20 lbs. and on occasion, be required to lift or carry up to 50 lbs. The employee may be required to frequently ascend/descend stairs/steps, especially at field locations. The employee must be able to use/wear applicable personal protective equipment which may include but is not limited to safety-toed footwear (with ankle height support), back support belt, hearing protection, and safety eye-wear with side shields.

Equal Opportunity Employer

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time, with or without notice.

Fortive Corporation Overview

Fortive's essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential-your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

Fortive: For you, for us, for growth.

This position is also eligible for bonus as part of the total compensation package.

We are an Equal Opportunity Employer

Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at ~~~.