Specialist, Field Service Technician: Great Lakes Service Division in Chicago, Illinois at Hach

Date Posted: 10/26/2018

Job Snapshot

Job Description

Job ID: HAC006029

About Us

Hach is a world leader in the manufacture and distribution of analytical instruments, test kits and reagents for testing the quality of water, aqueous solutions and air. Our products are designed specifically for quality, accuracy, and simplicity. Strengthened by our sister companies in the environmental industry worldwide, our goal for the future is to continue to provide customers with reliable instrumentation, accurately prepared reagents, proven methods, simplified procedures and outstanding technical support. We offer an environment that is team-centered, customer-driven, quality-focused, and growth-oriented. Working at Hach will provide you the opportunity for robust career development.

OUR MISSION: Ensure water quality for people around the world.
OUR VISION: We make water analysis better – faster, simpler, greener and more informative – via unsurpassed customer partnerships, the most knowledgeable experts, and reliable, easy-to-use products.


WATER QUALITY GROUP

Danaher`s Water Quality Business is a global leader in water quality analysis and treatment, providing instrumentation and disinfection systems to help analyze and manage the quality of ultra-pure water, portable water, wastewater, groundwater and ocean water in residential, commercial, industrial, and natural resource applications. Our water quality business provides products under a variety of brands, including HACH, ChemTreat, and Trojan Technologies.



Description

POSITION SUMMARY

Under general direction, the primary role of this position is to perform advanced customer support activities for process and laboratory instrumentation. Additionally, this position actively promotes the growth of the territory through contract sales and the provision of sales leads. Finally, this position provides critical support for resolving issues on more complex, lower volume instruments and/or more challenging customer applications.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Utilize established company guidelines and standard work to perform onsite start-up, preventive maintenance, advanced repair, and calibration/verification of instrumentation.
  • Serve as the designated Field Service technical expert in assigned instrumentation and application, including consultation and onsite repair.
  • Utilize problem solving to diagnose and complete non-routine instrument repairs.
  • Instruct customer in proper preventive maintenance and operation of instrumentation.
  • Submit prompt, accurate service reports utilized as proof of service for regulatory agencies, and which affect billing and parts inventory.
  • Follow environmental, health, and safe-work policies of both Hach and the customer.
  • When possible, utilize the Knowledge Base and other technical resources to answer technical and procedural concerns.
  • Accurately complete expense reports in a timely manner.
  • Involve the supervisor or product engineer when encountering new and challenging or complex problems.
  • Accurately track and categorize time on a daily basis utilizing established tools.
  • Identify new service contract and instrumentation sales opportunities and transfer related information to the sales channel.
  • Maintain accurate parts inventory utilizing reports, and participate in both formal annual counts and informal mid-year counts.
  • Ensure lean parts inventory levels while maintaining on-time service delivery standards.
  • Collaborate with the dispatch team for efficient and effective job routing.
  • Travel as necessary for completion of job duties utilizing company vehicles and air transportation, including frequent overnight stays with minimal advance notice.
  • Support customer and Field Service Technicians with technical and procedural guidance, training, and expert knowledge.
  • Create, maintain, and distribute accurate and complete troubleshooting guides and standard work documents for assigned instruments.
  • Coordinate and supervise escalated customer issues to resolution, including contacting appropriate business unit product managers or engineers for technical questions and to provide product feedback.
  • Partner with the Business Unit for advanced instrument and application training development and implementation.
  • Provide the Business Unit and Hach Engineering with product feedback to enhance quality and applicability within the customer environment.
  • Partner with the Business Unit for design criteria of future product development.
  • Collaborate with other division staff to meet personal, regional, and national objectives.

Mandatory overtime may be required as business needs dictate, and as such flexible scheduling is required of associates in this position.

CRITICAL COMPETENCIES / LEADERSHIP ANCHORS

  • Thinks through and analyzes complex problems, challenges and drives to root cause. (Charts the Course)
  • Quickly learns when faced with new challenges and strives to enhance his / her knowledge and skills. (Charts the Course)
  • Dedicated to exceeding customer expectations.  (Drives Innovation and Growth)
  • Demonstrates the sense of urgency and the flexibility needed to achieve results; immediate impact. (Leads through DBS)
  • Builds and maintains good working relationships with peers and supervisors; works collaboratively. (Builds People, Teams and Organizations)
  • Seeks feedback regarding strengths and weaknesses; acts on feedback. (Acts with Integrity)

Job Requirements



Qualifications

  • BA/BS/AAS technical degree preferred, or applicable experience.
  • Two or more years’ successful experience as a Hach service technician, or in-depth knowledge of Hach instrumentation, including specialty product and application knowledge.
  • Mastery of instrument startup, preventative maintenance, and diagnostics & repair, in accordance with instrument standard work.
  • Applications proficiency for product installed base.
  • Demonstrated mentoring skills and/or previous supervisory experience.
  • Demonstrated ability to create and deliver technical training.
  • Demonstrated ability to follow the Problem Solving Process.
  • Demonstrated ability to accurately maintain a lean parts and consumables inventory.
  • Demonstrated ability to meet or exceed assigned KPIs, goals, and metrics.
  • Demonstrated ability to build positive customer relationships, and resolve tense situations.
  • Demonstrated ability to independently learn technical concepts and equipment.
  • Ability to travel overnight frequently, often times with minimal advance notice.
  • Driver’s License and driving record that is acceptable to Hach.

PHYSICAL DEMANDS

The physical demands described here 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 is occasionally required to reach with hands and arms. The employee is constantly required to sit, including for purposes of driving. The employee may occasionally squat, turn/twist, or reach.  The employee is constantly using hands to: finger, handle, feel or operate objects, and use computer keyboards. The employee is occasionally required to walk, stand, climb, balance, climb/descend stairs, stoop, bend, kneel, crouch or crawl, and talk, hear, and smell.

The employee may occasionally lift, carry, push or pull up to 70 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT

  • The work environment for this position is primarily field service with occasional office activities.
  • The field service activity will take this individual into customers’ locations and moderate physical activity (e.g. lifting/carrying of materials) occurs.  Customer site environments may include but will not be limited to municipal drinking and wastewater treatment, power production, beverage, chemical and petrochemical refining, food production, light and heavy industrial, pharmaceutical, medical, semiconductor, and general manufacturing.
  • Frequent overnight travel monitored by GPS.
  • Random Drug/ Other testing which may be required to meet customer site access requirements. 
  • Strict adherence to proper Personal Protective Equipment (PPE) while working in the field, which may include: eye and hearing protection, protective ESD smock, steel toe shoes, gloves, hard hats, or face shields.

The duties, physical demands, and work environment listed in job descriptions are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

PRE-EMPLOYMENT TESTING

Hiring into this position is contingent upon the successful completion of a pre-employment drug screen, background check, physical and physical capacity testing, and possible credit history review.

Hach is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.



Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,200% over 20 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.