Service Technician and Operations Specialist

Service Technician Technician & Operations Specialist

This role provides installation, service, and troubleshooting support on primarily dry ice blasting machines and dry ice manufacturing equipment in the office and field. The Service Technician ensures timely follow‑up on service opportunities, supports operational and office tasks, and documents quotes and service orders. The position is located in Rancho Cucamonga, California and reports to the Vice President, Customer Service Americas & Asia.

• Perform equipment repairs at customer sites and the Rancho Cucamonga office, troubleshooting electrical and mechanical issues on industrial machinery.
• Provide technical phone support and hands‑on troubleshooting.
• Generate and update service quotes, call orders, and job entries in company software and complete associated paperwork.
• Contribute to parts and service sales.
• Support other Cold Jet departments, sales, engineering, and operations.
• Travel up to 10% of the time, including international travel.
• Resolve customer issues diplomatically and create value for customers and Cold Jet.
• Communicate clearly and effectively with customers during training situations.
• Apply technical and logical methodologies to solve problems in stressful environments.
• Schedule workload, materials, and parts to complete tasks in a timely manner and satisfy customers.

• Develop and implement inventory control procedures and operations sequences to optimize inventory flow, accuracy, and system use.
• Review monthly inventory trends and discuss variations with the inventory manager.
• Recommend replenishment based on sales activity.
• Collaborate with the Inventory Manager to plan and execute cycle counts and annual audits.

• Work with regional sales representatives to service their customers and grow their territories.
• Identify opportunities to propose add‑on sales of spare parts, accessories, extended service plans, and spare‑part kits.
• Log all customer issues that are not immediately resolved in the CRM.
• Track and share productivity metrics such as calls taken, orders taken, and calls closed.
• Pass along opportunities for additional machine sales to regional sales representatives.

• Pull ordered machines, parts, and accessories from inventory and prepare for shipment.
• Package machines or parts for shipment and select carriers.
• Schedule freight trucks for machine shipments.
• Prepare documentation for domestic shipments and enter data into the ERP system.
• Verify incoming shipments and stock parts in correct locations.
• Communicate status of shipments to customers and internal stakeholders.
• Operate forklift and other industrial lift equipment.

• Listen, understand, and address customer needs with empathy and solutions beyond normal expectations.
• Own customer requests, follow‑up to ensure 100% satisfaction.
• Create value and provide win‑win solutions for both customers and Cold Jet.
• Build long‑term relationships with customers.
• Purchase office supplies and services for the office.
• Forward business correspondence to headquarters and disseminate local correspondence from headquarters.

• Degree in a technical field or equivalent military training.
• 5+ years of field service experience working with mechanical equipment.

• Proficient with MS Office, especially Excel, and ERP & CRM applications.
• Strong business communication skills, from oral presentations to business writing.
• High attention to detail.
• Strong mechanical aptitude.

• Outgoing, engaging personality.
• Assertive – persists in driving sales.
• Technical savvy – discusses products intelligently and troubleshoots equipment.
• Goal directed – driven to achieve goals set by self and others.
• Resilient & adaptive – responds professionally to setbacks and learns from negative experiences.
• Plans work efficiently within regions.
• People skills/communication – relates to and communicates with diverse personalities and situations.
• Customer service – responsive to internal and external customers.
• Commitment to company success – willing to take risks and get the job done.