Service Technician 2

Key Responsibilities

1. Service Diagnostics

• Analyzes and Duplicates customer-reported issues on all Flex Radio and Sky Sat Products
• Maintains scientific knowledge of HF radio electronics sufficient to diagnose and repair electronic systems at the system, board, and component level
• Reads schematics, wiring diagrams, mechanical drawings, and board layouts to locate components and diagnose circuits and repair mechanical problems
• Checks all faulty products against ECO list to ensure all are implemented

2. Internal Escalation and Communication

• Correctly escalates tickets to other service techs that require a higher level of expertise
• When repeat patterns are identified, reports them to higher level technicians or to the Service Manager
• Writes draft ECRs to escalate to Engineering with Service Manager Approval
• Accurately identifies the appropriate next repair to take within the service queue

3. Customer Communication

• Adequately explains issues to customers using Zendesk
• Provides quotes to customers before proceeding with repairs
• Maintains contact with customers throughout the repair process

4. Data Integrity and Visibility

• Documents actions taken on each repair in Zendesk in a consistent format to the component level
• Ensures all tickets have basic information – serial numbers, product names, etc.
• Collects additional information as requested
• Promptly informs Service Manager or Inventory Clerk of low parts supplies

5. Other Duties as Assigned

Professionalism

Per FlexRadio’s Playbook, the way we individually and collectively perform our responsibilities needs to be consistent with our aspirational culture. Below are the key themes and brief descriptions of what a positive reflection of these values looks like for all organizational roles.

Grab an Oar

• Humble – When communicating with customers and colleagues, show respect and courtesy. To the degree possible, thank and compliment them while being modest about one’s own abilities. Take time to notice others and send a commendation regarding a colleague to his/her supervisor when something impresses you.
• Take Initiative – If a need, such as a project, ticket, or customer communication has not been addressed timely, proactively try to resolve the challenge while communicating and elevating the issue to ensure all affected stakeholders are on the same page. If the need is outside of one’s positional responsibilities, offer to meet or provide another form of assistance.
• Roll with the punches – Be self-aware, patient, listen well and avoid sarcasm, cynicism, and/or anger particularly with customers – even if they are showing those character traits themselves. Be flexible and willing to accept change positively, even when it is a negative short term experience.
• Sense of ownership – Treat FlexRadio’s resources (i.e. funds, people, time, physical assets, reputation) as if they are your own, not someone else’s to be concerned with. Exercise prudent stewardship of the time, financial and other resources you’ve been entrusted with, using them responsibly and for the benefit of the overall company.

Row as One

• Communicate – Listen (first) with patience and empathy, thoughtfully ensuring you understand others’ words, actions and attitudes as well as possible before responding. To the degree possible, ensure that assumptions about work required are kept to a minimum.
• Trust – Choose to believe in colleagues’ intentions and integrity, as well as their expertise in the areas for which they are responsible.
• Team Players – Do your part well, valuing the success of the team while not seeking individual recognition for one’s own contributions. Make a habit out of noticing and complimenting others’ productivity and finding ways to support them.
• Flex is a family – Even when there are arguments, hurt or misunderstandings, value one another and seek to reconcile. Don’t hold grudges, and work through issues so that hard feelings don’t fester. Be direct, while also being courteous when there is an issue with a colleague, and resist the temptation to “share” your concerns with others who are not your supervisor or the colleague.

Lead the Way

• Trailblazer – Be creative, stay well-read and current in one’s area(s) of expertise, and try to consider new alternatives on how to improve performance of ongoing responsibilities.
• Think outside the box – Consider how the current way of doing things affects others, leverage technology where possible, and research how to collaboratively implement new ways to both improve service and ideally reduce cost as well. Look at things from a different perspective/angle, and don’t hesitate to brainstorm new ideas or question existing processes with others.
• Courage – Be fearless, and do not worry about how others may respond to your questions or ideas. There are no dumb questions or suggestions. Don’t be afraid to try and fail, several times over. This is where good ideas are often hatched.