Sr. Field Service Technician II - New York City

The Senior Field Service Technician II will serve as a Subject Matter Expert in support of the installation, maintenance, troubleshooting, and repair of all Luminator products, delivering an exceptional customer service experience at every stage of the customer journey. Leveraging advanced technical expertise, this role provides hands-on support for complex field issues, ensuring reliable system performance and successful product deployments.

In addition to serving as a technical leader, the Senior Field Service Technician II must have a willingness to travel extensively to support customer needs. This role delivers expert service across diverse locations while maintaining a strong commitment to safety, professionalism, and customer satisfaction.

As the face of Luminator during customer implementations, installations, and service engagements, this position requires regular travel to customer locations and a strong commitment to building positive customer relationships. The ideal candidate combines technical excellence with outstanding communication and problem-solving skills, driving service success that improves customer satisfaction, maximizes customer retention, and contributes to the company's continued growth and profitability. 

Tavel is up to 75%, ideally the candidate will be located in the NYC area.

Essential Functions:

• Serve as a Subject Matter Expert (SME) and maintain Luminator’s hardware and software and handle customer questions about the state of the system.
• Implement and install new equipment on site with customers, providing them on-site training and support.
• Sustain proficiency in all products and services that the company offers. This includes staying current with installation standard methodologies, equipment protocol, and safety guidelines.
• Provide on-site pre-start-up, start-up, contracted service work, warranty, troubleshooting, and training of Luminator products, and ensure equipment is operational and free of defects.
• Diagnose errors or technical problems and determine proper solutions on equipment.
• Accurately document the work that is performed at a customer facility. Professionally document work completed on periodic preventive maintenance as well as intermittent corrective maintenance tasks.
• Handle customer service-related issues while fostering the customer relationship and working to solve technical problems on site.

Competencies: 

• Mechanical, electrical, and computer systems troubleshooting, repair, and maintenance.
• Computer hardware, software, and electronic components.
• Engineering and technology principles as applied to field service operations.
• Effective written and verbal communication skills.
• Safety, security, and regulatory compliance best practices.

Education:

• High School Diploma or equivalent required.

Experience: 

• 5+ years prior field service experience in supporting technical or engineering services or Military experience in electronics programs may be considered equivalent to this typical qualification. 

Computer Skills:

• Technical knowledge: Microsoft Excel; proficiency with other Microsoft Office applications is also helpful. 

Other Requirements:

• Valid driver's license with a clean driving record; OSHA certification/training preferred.  Strong organizational, time management, and prioritization skills.
• Current US Passport (travel will be between New York, Ohio, and Canada. 
• Self-motivated, customer-focused professional with a sense of urgency.
• Ability to adapt to changing priorities and perform effectively in a fast-paced environment.
• Ability to interpret and apply company policies, procedures, and operational guidelines.
• Knowledge of service contracts and customer service best practices.
• Proven ability to mentor, train, and support technicians in resolving technical issues.

 

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Luminator is an equal opportunity employer and prohibits discrimination or harassment based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. The responsibilities and requirements listed are intended as a general guide and are not an all-inclusive description of the role.