JOB CODE:       8821-8825                                 FUNCTIONAL:            Services and Support

JOB TITLE:      Field Service/Support Technician SUBFUNCTIONAL:     Field Support       

PRIMARY RESPONSIBILITY:

Field Service/Support Technician (Levels 1 through 5): Often considered a “bag-carrying” repair specialist. Performs on-site or in-house servicing, repair and/or installation of company product(s). This job may include any aspect of field support, and is not limited to system hardware and software, PC’s, and IP telephony/networking/wireless networking. Provides technical support to customers on operational or maintenance aspects of system equipment.  Serves as customer contact on technical and service related problems. Diagnoses mechanical, hardware, software and systems failures, using established procedures. Determines most cost effective repair/resolution to minimize customer downtime. Prepares reports for analysis of product failure trends and service ability issues. Survey Tip:  Jobs that require BS degrees and are responsible for operational quality of system equipment should be matched to the Field Service/Support Engineer (5861-5866).

LEVELING REQUIREMENTS:

Level 1:

·          SKILL: Acquires job skills and learns company policies and procedures to complete routine tasks.

·          JOB COMPLEXITY:  Works on assignments that are routine in nature, requiring limited judgment.  Has little or no role in decision-making.

·          SUPERVISION:  Normally receives detailed instructions on all work.  Works under close supervision.

·          EXPERIENCE:  Typically requires a minimum of 0 - 1 year of related experience.

Level 2:

·          SKILL:  Applies acquired job skills and company policies and procedures to complete assigned tasks.

·          JOB COMPLEXITY:  Works on assignments that are semiroutine in nature but recognizes the need for occasional deviation from accepted practice.

·          SUPERVISION:  Normally follows established procedures on routine work; requires instructions only on new assignments.

·          EXPERIENCE:  Typically requires a minimum of 1 - 2 years of related experience.

Level 3:

·          SKILL:  Has substantial understanding of the job, and applies knowledge and skills to complete a wide range of tasks.           

·          JOB COMPLEXITY:  Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.

·          SUPERVISION:  Normally receives little instruction on daily work, general instructions on newly introduced assignments.

·          EXPERIENCE:  Typically requires a minimum of 2 - 4 years of related experience.

Level 4:

·          SKILL:  As a skilled specialist, completes tasks in creative and effective ways.       

·          JOB COMPLEXITY:  Works on assignments requiring considerable judgment and initiative. Understands implications of work and makes recommendations for solutions.

·          SUPERVISION:  Determine methods and procedures on new assignments.  May provide guidance to other nonexempt personnel.

·          EXPERIENCE:  Typically requires a minimum of 4 - 6 years of related experience.

Level 5:

·          SKILL:  As a highly skilled specialist, contributes to the development of concepts and techniques.  Completes complex tasks in creative and effective ways.       

·          JOB COMPLEXITY:  Consistently works on complex assignments requiring independent action and a high degree of initiative to resolve issues.  Makes recommendations for new procedures.

·          SUPERVISION:  Acts independently to determine methods and procedures on new assignments.  Often leads or supervises the activities of other nonexempt personnel.

·          EXPERIENCE: Typically requires a minimum of 6+ years of related experience.