Core Values

At HPE, we are connected to our customers and colleagues in a special way, embodying:

• Excellence : We are tenacious in serving our customers, listening to and accommodating their needs; outperforming our competition.
• Ambition : We are devoted to making contributions to the growth of our business and ourselves.
• Inspiration : We are optimistic and empowered to be agile problem-solvers.
• Authenticity : We act with integrity, reliability, empathy and humility.
• Energy: Together we contribute to an environment that is exciting, dynamic, diverse, and fun.

Scope

The scope of the Field Service Technician somewhat depends on the level of certification achieved over time by the technician through their experience and training, as it impacts the size/type of equipment that HPE can dispatch the technician to. However, the majority of scope of the role, regardless of certification level, is the same: To provide our customers with consistent and utmost quality and care to ensure that their generators and associated control equipment are maintained properly, repaired quickly and accurately, the first time. This is a vital position for our Company, enabling us in the power generation equipment sales, service, rental and parts resale businesses that we operate. The Field Service Technician reports to the Service Manager and is an hourly, full-time position. S/he is a member of the HPE Service team, whose responsibility is to ensure all customer requests are identified and addressed in a prompt, accurate, and professional manner with safety and the end customer always in mind.

Responsibilities

The following responsibilities are

listed in order of prioritized categories

:

Safety

• Follow environmental, health and safe-work policies of both HPE and the customer.
• Ensure that waste oil/coolant/filters/batteries/etc. are properly cleaned up from the work site and promptly and properly removed from company vehicle and disposed of and documented correctly.
• Report all work-related injuries/incidents to service manager.
• Procure unforeseen vehicle parts to help keep technician vehicles safe, compliant and reliable (regular, predictable maintenance is managed by the service manager). Workplace skills, i.e., cleanliness, parts inventory, tool knowledge and care.
• Procure or pickup unforeseen other parts (ie: rental gen or customer equipment) during times of hard-down urgent machine repair needs, mass-outages caused storms, etc.
• Maintain personal and vehicle cleanliness/appearance, properly documenting any risks noticed in using the vehicle for its intended purpose.

Quality

• Provide company and customers with professional, accurate quoting documentation.
• Properly conduct maintenance in accordance with PM contract terms and manufacturer guidelines.
• Utilize training and experience to diagnose and complete non-routine repairs.
• Properly conduct repair work according to the authorized quote. Cite variances to service manager and act when necessary as the onsite liaison between HPE and customer when necessary to help provide the best service experience and equipment uptime outcome as possible.
• Support customers and other field service technicians with technical and procedural guidance, training and expert knowledge.
• When necessary, utilize established knowledge/tech support resources (people, policies/procedures, service documentation) within HPE and Generac to help solve problems and address technical concerns.

#

Delivery

• Utilize company policies and work instructions to perform onsite start-up/commissioning, preventative maintenance, routine and emergency repairs of customer's power generation equipment
• Instruct customers in the proper preventative maintenance and operation of power generation equipment.
• Accurately track and categorize time on a daily basis utilizing established too s.
• Accurately complete expense reports in a timely manner (at minimum, monthly, by the 5^th^ of the month).
• Maintain accurate parts inventory utilizing existing tools/training, and participate in both formal annual inventory counts of vehicle(s) and warehouse(s) as requested, as well as informal, on-demand inquiries or counts.
• Share knowledge with dispatch and service management about ideas or limitations/barriers to efficient routing and/or delivery of our services to our customer base.
• Travel as necessary for completion of job duties utilizing company vehicles.
• Achieve service-level expectations. Be available for on call emergencies per formal rotation as well as ad-hoc emergency requests.
• Mandatory overtime may be required as business needs dictate, and as such, flexible scheduling is required of associates in this position.

*PRE-EMPLOYMENT TES *