Rochester Midland Corporation

Field Engineer

• Provide in-depth advice on customer applications for optimal performance results
• Perform consultative support for new installations, equipment calibrations, including remote monitoring and feeding technology
• Service the mechanical installation and secure performance and reliability of pumps, piping, chemical feed systems, storage tanks and other connected systems
• Maintain and develop the relationship with customers and key stakeholders along with the sales account manager
• Deliver customer technical training as required
• Identify new business opportunities and transfer sales leads to the sales teams
• Provide comprehensive customer service report according to RMC policies using RMC tools
• Properly maintain all Company-owned equipment e.g. tools, instruments, safety equipment and vehicle
• Complete all administrative requirements including basic skills/safety training courses
• Manage inventory / supplies required at customer site
• Deliver upon service KPIs, including safety, productivity, customer satisfaction
• Secure conditions for safe operations, according to existing RMC & Customer policies, procedures
• Perform similar/related duties as needed

Field Service Engineer

Support Engineer

• Deliver Tier 1 technical assistance for user-related service requests, document resolution steps, and escalate or forward issues when appropriate.
• Triage tickets and service requests with the IT team to ensure timely prioritization, ownership, follow-up, and communication.
• Manage user account lifecycle activities, including provisioning, maintenance, and deactivation, across a variety of enterprise systems and applications.
• Support access requests, user account provisioning, security group updates, distribution lists, and related account administration activities.
• Handle escalated support cases, coordinate third-party escalations including Microsoft support when needed, and provide timely status updates.
• Manage desktop imaging, deployment processes, device configuration, operating system support, and hardware installation for laptops, desktops, tablets, peripherals, and related equipment.
• Install, configure, and troubleshoot devices and printers, including printer support using PrinterLogic software.
• Administer and support mobile devices, including secondary cell phone support, cache resets, iOS and Android troubleshooting, and configuration of Android tablets as required.
• Support asset management, software patching, Microsoft 365 configuration, remote access tools, and infrastructure rollout activities.
• Assist with proactive communications to end users, including technology tips, service updates, and critical or high-priority incident notifications.
• Generate reports such as SmartView utilizing Microsoft Dynamics GP.
• Provide backup to the IT Help Desk and assist in emergency situations when they occur.
• Maintain a visible and proactive presence with office end users by regularly asking questions, identifying potential support needs, and reinforcing a positive IT service experience.
• Deliver exemplary customer service and maintain a high level of customer satisfaction.
• Support others on the IT team as needed.

Field Service Engineer

IT Support Analyst

Field Service Engineer

Field Service Engineer

Field Service Engineer

Field Service Engineer

Field Service Engineer