Direct Supply

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Field Services Technician

at Direct Supply

Posted: 3/24/2019
Job Status: Full Time
Job Reference #: 00BXM

Job Description

Job Summary:

The Field Services Technician will be responsible for all technical aspects of our existing products including technical customer support, troubleshooting, product testing, prototyping and continuous improvement through data analysis and design changes. This individual will provide a skilled approach to the gathering of product details and technical communication with internal and external customers to quickly resolve the immediate issue while developing solutions to reduce future occurrences of similar issue quickly and thoroughly. This individual will interact with customers over the phone and travel to customer locations as needed to address urgent product issues in the field.

Reports toDirector, Global Product Development and Engineering


Direct Supply is the nation's leading supplier of equipment, services and eCommerce systems to the Senior Living profession. Since 1985, we have assembled one of the brightest, hardest-working teams in America. Our high-tech culture is fast paced, and our business continues to grow at an astounding rate  year after year. Best of all, we are a Milwaukee-based, 100% employee-owned company that offers great opportunities for ambitious, motivated people.

Essential Job Functions Responsibilities:

  • Engineering / Development
    • Provide input into the design and assembly as well as the manufacturing processes for all product categories
    • Review instructions and drawings to ensure the test specifications and procedures are followed to meet product performance requirements
    • Perform product benchmarking to determine feature and performance specs
    • Utilize CAD (Solidworks) to create models and drawings of parts
  • Prototyping and Testing
    • Produce prototypes or modify products for evaluation
    • Set up and conduct tests of products and parts as a way to investigate proposals for improving performance or determining the mode of failure
    • Record test procedures and results, numerical and graphical data, and recommendations for changes in products or test methods
    • Compare test results to design specifications and test objectives
  • Customer and Field Support
    • Provide technical support for pre-orders by answering Tier II product questions and improving the documentation and tools used by customer service
    • Participate in product failure resolutions for customers and utilize the corrective and preventative action (CAPA) process to make improvements
    • Engage directly with customers via phone and in person, as necessary, to develop a plan to resolve product issues by understanding the problem and offering solutions
    • Visit customers to resolve issues and perform repairs while winning the customer's confidence and trust
    • Analyze Customer Service Requests to identify areas of product or service to improve




Minimum Qualifications:

  • 3-5 years of field service experience (troubleshooting, product testing and customer service)
  • Detail oriented with excellent oral and written communication skills
  • Demonstrated customer service experience
  • Can work independently and complete tasks on time
  • Ability to shift priorities and deal with changing demands
  • Commitment to learning new software
  • High level of mechanical aptitude and desire to work with your hands 10-20% of the time
  • Travel requirements (up to 15%, generally unplanned)
  • Valid, unexpired driver's license with a good driving record required 

Additional Preferred Skills:

  • Associates or degree in Engineering, Quality, Sciences or Technology
  • Solidworks experience


  • Approachability
  • Peer Relationships
  • Customer Focus
  • Integrity and Trust
  • Functional/Technical Skills
  • Priority Setting
  • Personal Learning
  • Drive for Results
  • Learning on the Fly
  • Composure
  • Problem Solving
  • Interpersonal Savvy