Field Support Technician I

The Enflite Field Support Technician (FST) is responsible for a multitude of tasks affecting the Customer Support Department and FAA approved Enflite Repair Station. The FST will perform service and repair on product returns, on-site in aircraft repair of product as occasions arise, and technical call support. The individual must be proficient with computer-based work and quickly gain a basic understanding of the Enflite ERP system. This position involves approximately 10-15% travel to various domestic locations and possibility of occasional international travel (maintaining a passport necessary). The nature of the environment is dynamic and hi-tempo by serving the customer with 24/7 technical support distributed across an FST resource pool. Customer satisfaction is the essence of our culture and leading response activities in support of customer needs is a primary function of the customer support department. The FST role is one who leads by example, proactively interacts with cross-functional teams, follows instruction and direction, approaches situations with a positive attitude and seeks opportunity to become a component of the solution.

Essential Functions:

• Performs maintenance and repairs on all Enflite products in accordance with released documentation and following FAA approved practices. Products include:
  • pocket doors, side wall tables, pedestal tables, monitor lifts, ovens, refrigerators, bed lifts, etc.
• Provides training to both the customer and Enflite employees on the use of Enflite assemblies, tooling, manuals, and servicing/repair practices.
• Repair of precision electromechanical sub-assemblies, heating and refrigerant systems, electrical wire harness and PCB installation, system troubleshooting, and schematic interpretation.
• Write service repair quotations and drive associated activities to meet cost and lead-time objectives.
• Interacts with the customers on product repair status, troubleshooting and during on-site repair activity.
• Participates in new product builds and build process assessment.
• Is prepared to travel with short notice.
• Assists with RMA issuance and processing from initiation to shipment.

Competencies:

• Problem Solving - Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, works well in problem solving situations, uses reason even when dealing with emotional topics.
• Technical Skills - Assesses own strengths and weaknesses, pursues training and development opportunities, strives to continuously build knowledge/skills, and shares his/her expertise with others.
• Customer Support – Can operate in high-pressure and emotionally charged situations, responds promptly to customer needs, and meets commitments.
• Oral Communication - Speaks clearly in positive or negative situations, listens, and gets clarification, responds well to questions, participates in meetings.
• Written Communication - Writes clearly and informatively, edits work for spelling and grammar, able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities, exhibits objectivity and openness to others' views, gives and welcomes feedback, contributes to building a positive team spirit, puts success of team above own interests, supports everyone's efforts to succeed.
• Business Acumen - Understands financial implications of decisions, displays orientation to profitability.
• Judgment - Displays willingness to make decisions, exhibits sound and accurate judgment, supports and explains reasoning for decisions, includes appropriate people in decision-making process, and makes timely decisions.
• Professionalism - Approaches others in a tactful manner, treats others with respect and consideration regardless of their status or position, and accepts responsibility for own actions.
• Quality - Demonstrates accuracy and thoroughness, looks for ways to improve and promote quality, applies feedback to improve performance, monitors own work to ensure quality, and completes work in a timely manner.
• Attendance/Punctuality - Is to work on time and ensures work responsibilities are covered when absent.
• Dependability - Follows instructions, takes responsibility for own actions, keeps commitments, commits to long hours of work when necessary to reach goals.