Field Service Technician

Job DescriptionThe Field Service Technician is the face of EII to our customers.You will be responsible for traveling to customer sites all over the country to install new equipment, perform maintenance on existing equipment, provide training, or troubleshoot problems. You will also work with customers to identify, analyze, and repair product problems, order and replace parts as needed, and install software and firmware.The Field Service Technician also acts as a liaison between our customers and EII, working to build and maintain partnerships with our customers and helping to ensure their success. You will act as both our ambassador to the customer and the voice of the customer within EII, and make sure that, as a company, we continue to be the solution to our customers’ sorting needs.Job ResponsibilitiesTravel to customer sites as needed for installations, maintenance, training, and troubleshootingDocument details of each customer interactionMake and receive phone calls with customersSynthesize product knowledge and extrapolate customer information to answer questions for or about the customerTake ownership of customer issues and see problems through to resolutionResearch, diagnose, and identify solutions to customer problemsInstruct customers on maintaining or replacing parts and equipmentInstruct customers on configuration and use of equipmentInstall patches and software upgradesAct as the counterpart to our Customer Support TechniciansRotating responsibility for after-hours supportPerform other duties as assigned by managementThe job tasks will be out of our Lafayette, Indiana office as there will be required in office, hands-on training on EII products.The ideal candidate Has excellent electrical, mechanical, and software aptitudeCan think on their feet and can troubleshootHas the ability to travel to customer sitesCan work on one’s feet for several hoursHas a valid driver’s licenseExhibits a helper mentality with organizational and prioritization skillsHas excellent interpersonal skills - this position has high visibility with our customersHas strong communication skills, both verbal and writtenIs familiar with MS Office SuiteCan balance multiple requests and projects simultaneouslyWorks well in a dynamic, entrepreneurial organizationCompany DescriptionEngineering Innovation, Inc. (EII), based in Lafayette, IN, is a trusted partner in the logistics, automation, and mailing industries, and has been since its foundation in 2006. Led by a team of engineers with creative problem-solving skills and a knack for improvement, our team members are talented and ambitious, and our company is known for its customer service above all else. We pride ourselves on our ability to design solutions that fill specific niches for our customers, and provide continued support, not just for our products, but our clients' overall processes. (If you would like to learn more about our company culture, please visit www.eii-online.com .)EII is a small (approx. 80 team members), but growing, dynamic company looking for highly motivated individuals to join our business development team. The business development team is responsible for identifying prospective customers, developing relationships with clients, identifying the needs of the client, and collaborating with the engineering team to develop customer-specific solutions.BenefitsCompetitive WagesPaid HolidaysPaid Time Off401(k)/Roth with company matching up to 6% and 100% immediate vesting after 90 daysMedical InsuranceCompany-Paid Short- and Long-Term DisabilityWellness programEmployee referral programPaid travelContinuing trainingExtraordinary company culture