Field Service Technician

Purpose of Role

The Field Service Technician is responsible for performing all service activities conducted at SLS clients' locations. Such service activities may include equipment de-installation, data destruction, data eradication, data capture related to hardware and components de-installed onsite, and packaging and palletization of equipment to be transferred to an SLS site. The incumbent must balance technical responsibilities with rigorous physical requirements and accuracy in all documentation tasks. The incumbent works in cooperation with and under the supervision of the SLS Field Services Supervisor or Lead Technician.

Reporting to

Field Service Supervisor

Principal Accountabilities

• Work with the Client's team of technicians and strictly adhere to all on-site and SLS service SOPs. 
• De-install serialized equipment from racks, cabinets, etc., at Client data centers while ensuring no damage or disruption to other live equipment running at the site.
• Perform data eradication of data storage media using one or more of the following methods: degaussing, crushing, punching, drilling, and/or boring.
• Capture key data/information for each of the units and components de-installed onsite.
• Generate required documentation (e.g., Certificates of Data Destruction, Bills of Lading, etc.) related to the on-site service and provide a copy to data center personnel.
• Palletize and prepare all equipment and components for transfer from the client location to an SLS or subcontractor site.
• Record all onsite information needed by SLS to validate services performed onsite and time spent onsite.
• The Field Service Technician must be available to travel to work on different projects at different client locations or report to work to the nearest SLS Location.
• Other duties as assigned.

Other:

• Demonstrate personal responsibility for all Environmental, Health & Safety (EH&S) policies, procedures, and initiatives.
• Support diversity and inclusion, positive employee relations, and teamwork.
• Support measures designed to manage costs and adherence to budgetary requirements effectively.
• Support continuous improvement initiatives and quality requirements.
• Comply with all Company policies, procedures, and initiatives relevant to the job.
• Support training and performance management initiatives.

Key Performance Indicators (KPIs)

• Customer Satisfaction.
• Internal Process Quality.
• Technical Ability.

Key Relationships

• Internal – Site and/or Department Manager, SLS personnel working client location.

• External – Client’s Group Services Department, Client’s Technical Support Team.

Experience / Qualification Required

• Minimum of 2 years of experience in one or more of the following areas: Server de-installations, Server management, IT equipment de-installations, or IT hardware management

Skills and Competencies

• Proficiency with MS Office Suite
• Excellent documentation skills
• Excellent attention to detail
• Consistently presents himself/herself in a professional manner

Core Competencies

• Safety

    Effectively manage own safety, work with housekeeping principles, and contribute to the safety of the team.

• Accept & Expect Accountability

    Achieve challenging individual targets relevant to own position, produce work at an acceptable standard for the position, be attentive to detail, and support quality initiatives.

• Inspire with Passion

Communicate verbally and/or in writing, as required; share information and ideas with others; have good listening skills.

• Band Together

Work well within a team environment, follow instructions, work independently, ask questions and request feedback, meet clear deadlines, display mutual respect, and support inclusive work culture.

• Consistently Innovate

Recognize problems and respond, seek input from others, communicate decisions to others, support and adapt to change, be open to new ideas, take on new responsibilities, handle pressure, show initiative, and support continuous improvement tasks.

• Planning & Project Management

Plan and complete tasks and projects with short-term impacts, coordinate and cooperate with others, be accountable for the completion of own tasks, keep information organized and accessible, work systematically and efficiently, and use time well.

• Business & Job Knowledge

Understand own duties and responsibilities, have necessary technical skills, have necessary job knowledge, keep job knowledge current, and understand policies and procedures applicable to self and team.

Working Conditions / Physical Demands

Working Conditions

• Work is sometimes performed in a typical office work environment.
• Work is sometimes performed in a non-climate-controlled warehouse environment, where workers may be exposed to dust, extreme temperatures, humidity, and high noise levels.
• Use of computer equipment, including various server/desktop/laptop workstations, makes and models of printers/faxes/scanners, network devices, and mobile devices.
• Long periods of sitting, standing, walking, and telephone speaking and listening.
• Must have reliable transportation and be able to travel to other SLS and client sites.
• Must be able to take on new assignments as needed regardless of existing workload.
• Must be able to work under deadlines and related stresses in a timely manner.

Physical Demands - USA Specific

In compliance with the Americans with Disabilities Act, the company provides reasonable accommodations to qualified individuals with disabilities and encourages prospective and current employees to discuss potential accommodations with the employer.