Service Technician

Overview

The Service Technician is responsible for customer satisfaction through direct verbal and written contact with our customers to fulfill their technical service requirements. This position collaborates heavily with our Sales/Service Departments to promote future equipment, parts, and service sales. The Service Technician position will deliver technical training as required to the customer and/or dealer as applicable. This position may support an individual business unit or multiple business units.

• Provide onsite technical assistance to customers which includes but is not limited to new machine site acceptance testing, start-up commissioning, customer training, service contracts, warranty, and billable work.
• Provide remote technical customer service to resolve technical issues, quality, and product reliability concerns in a prompt, courteous and knowledgeable manner.
• Document product issues and follow up with Production, Engineering, Vendors, Purchasing, Sales Management and Product Management as applies.
• Maintain a competent and ongoing knowledge of technical operation of the product lines, including electrical, refrigeration and dairy sanitation regulations as applies.
• Promote sales of new equipment, parts, and service by gathering pertinent information on customer’s needs and projects.
• Report daily service contact and activities with customers via service reports, e-mails, and telecommunications.
• Report daily job-related expense activities as required and per company policies.
• Assist in conducting training, including facility maintenance, equipment installation, developing training agendas, materials, presentations and visual training aids as applicable.
• Initiate and maintain service materials including installation and manuals, bulletins, and technical training aids.
• Assist customers with warranty issues in accordance with warranty policies and procedures.
• Perform Pre-FATs and FATs (Factory Acceptance Tests) and assist manufacturing operations when not traveling as applicable.
• Responsible for making travel arrangements (rental car, airfare and hotel accommodations), utilizing the company’s assigned travel agency and per company policies, with little to no supervision.
• Develop support solutions for customers through partnership with a Senior Service Technician to ensure the customers’ needs are met.
• Leverages knowledge of Senior Service Technician in regards to methodologies, skills, and tools.
• Perform site evaluations of equipment for customer and/or business unit.
• Care for and maintain tools, tool boxes, and calibrated diagnostic tools.
• Obtain and maintain current OSHA 30 certification at a minimum.
• Obtain and maintain current safety training certifications and licenses, such as LOTO, Motorized Equipment (forklift, aerial lifts), PPE, Fall Protection, etc. as applicable.
• Travel to customer locations including international travel up to 25-90% depending on work performed.
• Performs other related duties as required and assigned.
• Ensures lessons learned applied to future efforts.
• Must have valid driver’s license.
• Maintain company provided cell phone and laptop computer and abide by company internet policies.
• Regular, in-person attendance due to necessary teamwork and personal interactive nature of this position.
• Overtime is a mandatory condition of employment and frequent in this position.
• The ability to work in a constant state of alertness and safe manner.

• Knowledge of Programmable Logic Controller (PLC).
• Knowledge of milk cooling and process chillers.
• Strong interpersonal skills with a mechanical aptitude that allows for effective communication of the product to our customers.
• Ability to efficiently utilize Microsoft Office.
• Ability to use hand tools and calibration diagnostic tools.
• Excellent communication skills both orally and written.
• Ability to work well under pressure and manage time effectively, in a constantly changing environment.
• Ability to take initiative and implement outside-the-box ideas.
• Ability to work independently or in a team.
• Ability to establish and maintain working relationships with individuals at all levels and customers.
• Self-starter…