Field Service Technician

This position is responsible to support TKA/TCI’s customers by standardizing, improving and sustaining the overall performance of TKA’s products at customers by providing specialist technical and quality support.  To provide an interface between Customers and TKA’s Technical and Process teams by the following tasks:  Responsibilities and Duties

• Understand and know the TKA Quality Acceptance Standard for one good side to assist in meeting customer product expectations.
• Understand and know TKA Aluminum Quality Claims Policy along with individual customer claims metrics to assist in quick claims turnaround time
• Acquire knowledge and understanding of customer expectations, processes, capabilities, and product end uses by visiting customers in a structured and planned fashion
• Acquire market intelligence by gathering information which includes customer’s current market share, future market sector growths, stock holding and TKA/TCI’s ranking relative to opposition.
• Provide customer visit reports which includes the purpose, participants, background, key discussions, findings and actions to be conducted to meet objective of the visit to the FSD, Technical and Quality Departments.
• Coordinate and Evaluate customer trials with their technical and process teams and provide structured feedback of product performance to FSD and Technical and Quality teams. 
• Conduct data searches on processing history, defects, past claims and monitoring new claims entered weekly to identify potential customer dissatisfiers and potential trends.
• Investigate and assess key customer complaints in accordance with the TKA Quality Systems to issue and facilitate the root cause analysis thereof with the Quality Systems Lead 
• Present Investigation findings and corrective action plans to FSD, Quality and Technical teams as well as the customer
• Conduct TKA warehouse audits per ISO 9001:2015 as and when required
• Conduct customer warehouse audits per ISO 9001:2015 as and when required
• Support/audit of Outside Processors as and when required
• Observe all safety rules and assist in maintaining a safe work environment
• Comply with the company’s Quality Management System requirements
• Protect confidential information by not communicating, disclosing to, or using for the benefit of third parties
• Perform miscellaneous duties as assigned by Management