Pratt Miller (PM) is a world-class technology company and a respected leader in motorsports, automotive, defense, and robotic industries, providing clients with advanced engineering and low-volume manufacturing solution. Pratt Miller Defense & Robotics, business units of PM, specializes in solving complex technical problems in overly compressed timeframes. Through ground vehicle integration design and development, low rate production solutions, and robotics platforms, our goal is to help the Warfighter.
This is an opportunity to serve, by joining the Pratt Miller Defense & Robotic team, delivering the best combination of technology and capability. We provide robust solutions that enable our customers to achieve decisive overmatch through innovative products and designs. With our customers and partners, from direct Government programs, assisting Primes and with technology system providers, we are Transforming What's Possible.
POSITION OVERVIEW:
Pratt Miller is seeking an experienced and detailed oriented Field Service Representative (FSR) to work closely with a talented cross-functional engineering and manufacturing team on the execution of low-volume production programs. We are looking for an enthusiastic self-starter that can deliver the highest level of customer service experience while building, guiding, and motivating a small team of two to ten people. Our goal is to drive service success that improves customer satisfaction, maximizes customer retention, and increases profitability.
The explosive growth experienced at Pratt Miller has resulted in this opportunity to develop and grow an FSR team focused on tactical, combat, robotic, and vehicle integration programs. Depending on the blend of talent, skills and experience, the ideal candidate will have the capability to lead the evolution of this department. Reporting to the Product Director while directly supporting the Product Engineering Team, you will be working with a highly energetic team focused on fast-paced product development and unsurpassed quality. Typical Defense Products may include items like vehicle upfit kits, mobility enhancement components, weapon system components and integration kits, radar/surveillance systems, security systems, defense platforms, Counter-UAV solutions, autonomous target systems, robotic platforms, and advanced military vehicles. Effective collaboration and communications with customers, suppliers, engineering, purchasing, quality, manufacturing, and sales is critical to being successful in this position.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Manage the installation, maintenance, operation, troubleshooting, repair, and customer training of Pratt Miller products at customer locations, military bases, and training/test sites
- Lead the development and creation of Pratt Miller technical manuals, work instructions, and service manuals
- Possess intimate knowledge of Pratt Miller solutions in order to support customers, both remotely and in the field
- Inform customers about the use of the Pratt Miller products through formal or informal training, including maintaining user documentation that may include service and maintenance manuals
- Translate customers’ needs into potential improvements to the platform, by presenting information to the design teams about customer usage and interaction
- Lead all Design for Serviceability activities early in the product life cycle
- Provide build/assembly support during the prototype, pilot, and production phases
- Lead the growth of the Pratt Miller FSR team and their associated capabilities
- Perform inspection, repair, and troubleshooting tasks on multiple platform vehicles
- Establish a preventative maintenance schedule to be carried out regularly by customers
- Lead escalation of difficult-to-solve problems to the designated technical support group
- Operate and maintain robotic vehicles in support of development and training activities
- Assure that all customers’ problems are handled with a minimum delay and within the allotted time
ESSENTIAL KNOWLEDGE AND SKILLS:
- Ability to clearly communicate technical information, both verbally and in writing
- Able to perform in a dynamic and fast paced environment
- Ability to troubleshoot and problem-solve in a logical methodical manner
- Positive customer interaction experience
- Ability to interface with multiple departments to accomplish tasks
- Self-motivated with the ability to manage his/her own workload to achieve deadlines
- Ability to use common power tools, hand tools, multi-meters etc. to service products and troubleshoot problems.
- Ability to work from technical manuals, work instructions, work orders and follow-up of historic troubleshooter findings and notes
- Design for Serviceability experience
- Strong understanding of engineering fundamentals and principles
DESIRED SPECIALIZED SKILLS AND KNOWLEDGE:
- Ability to use all types of power tools, lifting devices, carrying or support equipment, including safe use of slings and chains
- Able to demonstrate proficient computer skills and use of MS Office programs
- Able to prepare written technical reports
- Demonstrated professionalism and ability to interact with all levels of employees and customers
- High-Voltage, Autonomous, & By-wire Systems experience
- Experience with military or robotic vehicle systems and sub-systems
- Electrical and hybrid vehicle systems experience
- Experience working on military bases/ranges and with military personnel
EDUCATION / CERTIFICATION / YEARS OF EXPERIENCE:
- Must have a high school diploma
- 10+ years of experience in roles with increasing responsibility that include technical team supervision and operations management. Experience in technology-driven field service is a critical core competency and is an important asset for this position
- Must have a valid driver’s license with ability to acquire a U.S. passport
- Must have the ability to obtain and maintain a US Security Clearance
- Technical degree or Certification from a vocational school or other recognized source such as a military service-related Advanced Individual Training preferred
WORK ENVIRONMENT:
- Fast pace environment with minimal supervision
- Work is often performed in a variety of work environments including a typical interior office environment, shop environment, customer worksite, and outdoor test facilities
- Work around Pratt Miller products may involve exposure to extreme temperatures, dirt, dust, loud noises, chemicals, high voltage systems, and heavy equipment / machinery
PHYSICAL DEMANDS:
- Ability to travel with and maneuver a travel kit weighing ~40 lbs.
- Ability to perform diagnostic and troubleshooting activities along with basic repairs on vehicles in a variety of work environments: workshops, outdoor test facilities, etc.
EXPECTED HOURS OF WORK:
- Flexible working hours
- 40-45 hours per week with occasional overtime required
- Frequent and lengthy travel will be required
This position will require lawful access to ITAR/EAR controlled information and employees in this role will need to meet those requirements. Requirements include US Citizenship, US Permanent Resident or ability to meet licensure requirements.
Pratt Miller is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.