The Fulton Companies is a private multi-national group of companies headquartered in beautiful Pulaski, NY, USA. Our founder, Lewis Palm, was a pioneer in the engineering of steam boilers and associated equipment for the laundry and dry-cleaning markets, he invented the first Vertical Tubeless Boiler in 1949. With our expansion of products and knowledge throughout the years, we are well known in many applications of your daily life including but not limited to, food processing, pharmaceutical, education, gas processing, laundry, dry cleaning, healthcare, and government / military.

Fulton researches, engineers, manufactures, sells, and services complex thermal fluid, steam, and hydronic equipment along with engineered systems for a wide range of commercial and industrial applications. We strive for energy efficiencies, global impact, and environmental responsibility. Fulton has served as an industry leader of emerging heat transfer technologies for more than 75 years!

Our culture thrives on the HEART values of the company and puts pride in our people. We encourage continued training and learning to grow you and your career with Fulton.

HEART:

Honesty and Integrity

Effective and Results Oriented

Always customer focused

Respectful and considerate

Team Player

Benefits: At Fulton we value our employees and therefore offer competitive compensation, retirement plan, health insurance, dental insurance, vision insurance, voluntary disability insurance, voluntary life insurance, employee assistance program, vacation time, paid holidays, profit share bonus.

Fulton is committed to a diverse and inclusive workplace. Fulton is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Requirements

Pay Rate: $22.00 - $33.00 / hour

OVERALL RESPONSIBILITY:

The In-House Service Technician is responsible for providing excellent technical support to representatives, customers and internal personnel that exceeds customer expectations. This position is also responsible to provide training to service team members when needed. The In-House Service Technician is responsible to provide all support and services in a manner that is consistent with the company values and operating philosophy.

ACCOUNTABILITIES:

1) Phone Support – Provide phone technical support to Representatives and customers in a safe, efficient, capable manner that exceeds customer expectations and minimizes product liability or warranty expense. Responsible for after-hours service calls and maintains “pager.” Complete phone logs for each call. Provide relevant feedback to product managers on potential warranty or design issues.

2) Training – Support the training department with content production (Moodle, written, video) presentations and other tasks.

3) Technician Support – Provide technical support to Service Technicians, as needed. Ensure technicians are outfitted with the correct tools, replace tools as necessary and evaluate potential future tool needs to help maintain customer expectations.

4) Technical Parts Support – Verify correct parts designated for service job or aftermarket requested by customers to meet customer needs. Assist parts & service groups with quoting as needed.

5) Field Service & Factory Work – Potential to perform field service work or factory, if needed, to help maintain customer expectations.

QUALIFICATIONS (Education, Certifications and Required Experience):

1) High School Diploma or GED

2) Comprehensive understanding of troubleshooting, controls and systems. Must be or have the ability to become a Fulton product “expert.”

3) Experience with Microsoft Office applications

4) Prior Customer Service experience preferred.

5) Moodle, Blender or other platform experience preferred.

DEMONSTRATED CRITICAL COMPETENCIES:

1) Communication – Ability to ensure information is passed on to others who should be kept informed. Ability to express oneself clearly in conversation and interaction with others. Ability to express oneself clearly in business writing.

2) Customer Satisfaction – Goes beyond basic service expectations to help customer implement complete solutions. Explores options when unable to deliver requested product or service, and pursues solutions until the customer is satisfied. Seeks customer feedback and ensures needs have been fully met. Assesses the organization from the customer’s point of view.

3) Diagnostic Information Gathering – The ability to identify the information needed to clarify a situation, seek that information from appropriate sources and use skillful questioning to draw out the information, when others are reluctant to disclose.

4) Technical Expertise – The ability to demonstrate depth of knowledge and skill in a technical area.

PHYSICAL REQUIREMENTS:

1) Light Work – Occasional exertion of 20 pounds or less. Moderate walking, standing and sitting.

2) Repetitive Motion – Substantial movement/motion of the wrists, hands and/or fingers.

3) Sitting – The body is supported by buttocks and back and employee needs to remain seated for extended periods of time.

4) Walking – Moving about on foot to travel and accomplish tasks, including long distances or site to site.

5) Vision – Visual acuity is required to view a computer terminal and to analyze data.

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