Field Service Technician at Viken Detection – Burlington, Massachusetts

Viken Detection is seeking a detail-oriented and experienced Field Service Technician to join our team. In this role, you will be a crucial part of our global customer support effort, responsible for the worldwide training of service partners, as well as the diagnosis, repair, and calibration of our advanced security products.

You will provide essential on-site and remote support, ensuring our x-ray portals and handheld analyzers operate at peak performance. This position requires strong mechanical and electrical troubleshooting skills, a commitment to quality, and the ability to work independently in diverse international environments. Your efforts will directly contribute to strengthening our reputation for delivering exceptional customer service.

Key Responsibilities:

• Perform preventative and corrective maintenance, as well as troubleshooting, on Viken equipment both on-site and remotely.
• Develop training materials and provide hands-on instruction to our global representatives on the repair and maintenance of our x-ray systems.
• Offer timely and effective support to service representatives via phone, email, chat, or in-person.
• Diagnose instrument faults, perform repairs to factory specifications, and update internal databases with service details. This includes disassembling and reassembling delicate components.
• Manage the internal service parts program to ensure our representatives have the necessary components for repairs.
• Identify and document the root cause of issues and contribute to the continuous improvement of our service processes.
• When not deployed in the field, assist the operations team in our Burlington facility with building new devices and components.

• High School Diploma or equivalent; a technical school degree is a significant plus.
• Proven experience in a field service, production, or similar technical support role.
• Demonstrated proficiency with common tools, including wrenches, drills, wire crimpers, electrical test meters, and laser alignment tools.
• Willingness and ability to travel internationally up to 30%-40%.
• Strong problem-solving skills and the ability to work independently in challenging environmental conditions and during extended workdays.
• The ability to multitask and manage competing priorities effectively.
• Proficiency with Salesforce is a plus.

Preferred Qualifications:

• Experience in the security or a related technical industry.
• Proficiency in Spanish and/or Arabic.