RNI Field Technician

Description

Position Summary

The RightNow Inventory (RNI) Field Technician is responsible for the installation and service of the RNI Technologies.

Essential Functions and Duties

• Acts as an infield subject matter expert (SME) for all current and future RNI deployable technologies.
• Utilize knowledge of RNI systems to effectively manage field service events and instruct third-party resources for on-site problem resolution.
• Makes key decisions and consults with third-party support technicians for tier-2 level support for assigned service area(s).
• Organizes and prioritizes work in such a way to ensure that customer specific issues are addressed in urgent, expedient and efficient manner.
• Ensures that problems and solutions are documented and recommends preventive measures or problem-solving processes to implement that can become best practice for the RNI team.
• Continually enhances personal expertise related to FFF’s RNI technology.
• Facilitates internal and external stakeholder training for user adoption of the standard operating procedures.
• Capable of exercising judgement and making business decisions regarding the service requirements of RNI devices, including deployment of third- part service partner(s).
• Works with multiple cross-functional teams to ensure effective and efficient customer service and that best-practice technical approach is shared and leveraged amongst all team members.
• Adheres specifically to all company policies and procedures, Federal and State regulations, and laws.
• Display dedication to position responsibilities and achieve assigned goals and objectives.
• Always represent the Company in a professional manner and appearance.
• Understand and internalize the Company’s purpose,
• Display loyalty to the Company and its organizational values.
• Display enthusiasm and dedication to learning how to be more effective on the job and share knowledge with others.
• Work effectively with co-workers, internal and external customers and others by sharing ideas in a constructive and positive manner; listen to and objectively consider ideas and suggestions from others; keep commitments; keep others informed of work progress, timetables, and issues; address problems and issues constructively to find mutually acceptable and practical business solutions; address others by name, title, or other respectful identifier, and respect the diversity of our work force in actions, words, and deeds.
• Comply with the policies and procedures stated in the Injury and Illness Prevention Program by always working in a safe manner and immediately reporting any injury, safety hazard, or program violation.
• Ensure conduct is consistent with all Compliance Program Policies and procedures when engaging in any activity on behalf of the company. Immediately report any concerns or violations.
• Other duties as assigned.

Qualifications

Education, Knowledge, Skills and Experience

Required Education:

• High School diploma or equivalent required.

Required Knowledge:

• Understanding of how machine controls and middleware interacts with IT solutions.
• Understanding of systems networking, database design, hardware, application integration, and real time data capture.

Required Experience:

• Minimum of one (1) year of similar experience.
• Experience troubleshooting technology that involves the integration of data and machinery.
• Experience and training in machine technology, information technology, logistics experience, pharmaceutical manufacturing or distribution and associated systems, are all relevant.

Required Skills:

• Must have strong organizational skills.
• Must be detail oriented and the proven ability to prioritize work.
• Must have effective verbal and written communication skills.
• Must have the ability to work with limited supervision and as part of a team.
• Sound decision-making abilities.
• Strong computer skills and competent user of MS Office Suite (Word, Excel, Outlook, Visio).
• Must be able to make critical decisions to facilitate collaborative relationships with third-party partners.
• Must be able to act as a consultant and manage field support activities through remote personnel.
• Must be able to operate office equipment, hand tools, and electrical troubleshooting devices.
• Must have the ability to clearly present and discuss specific problem and related solution in a manner that establishes rapport, persuades others, and establishes understanding for technical and non-technical audiences.
• Must have the ability to communicate (and work) effectively with people from different technical and business backgrounds, acting as a liaison, understanding and appreciating different perspectives and translating into terms necessary for any group or individual to understand.

Physical requirements

Vision, hearing, speech, movements requiring the use of wrists, hands and/or fingers. Must have the ability to view a computer screen for long periods and the ability to sit for extended periods. Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled.  The employee occasionally lifts up to 50 lbs. and occasionally kneels and bends. Must have the ability to travel 80% of the time. Working conditions include warehouse setting.

The employee is responsible for covering all travel-related expenses upfront and must submit a detailed expense report for reimbursement in accordance with company policy.

Mental Demands

Learning, thinking, concentration and the ability to work under pressure, particularly during busy times.   Must be able to pay close attention to detail and be able to work as a member of a team to ensure excellent customer service.  Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations.  Must have the ability to exercise discretion as well as appropriate judgments when necessary.  Must be proactive in finding solutions.

Direct Reports

No

EEO Statement

FFF Enterprises and Nufactor are an equal opportunity employer and prohibits discrimination and harassment based on the following characteristics: race, color, religion, national origin, physical or mental disability, gender, age (40 years and over) qualified veteran and any other characteristic protected by state or federal anti-discrimination law covering employment. These categories are defined according to Government Code section 12920. The Company prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics.