The Service Technician is responsible for customer satisfaction through direct 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.
Essential Job Functions
* 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.
* 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 to the Service Manager.
* Report daily job related expense activities to the Service Manager as required and per company policies.
* Perform Pre-FAT's and FAT's (Factory Acceptance Tests) and assist manufacturing operations when not traveling.
* 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 10 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.
* Travel to customer locations including international travel will be 75% minimum and up to 90% during peak demands.
* 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, Skills, Abilities (Competencies)
* Working experience with Programmable Logic Controller (PLC).
* 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 and goal oriented.
Education and Experience
* High School Diploma or equivalent.
* One (1) to three (3) years' experience in customer relations preferred.
* One (1) to three (3) years' experience in electrical and mechanical theory and diagnosis preferred.
* One (1) to three (3) years' of experience with pharmaceutical grade steam generation system maintenance and repair preferred.
Base Compensation Range: $22.45 - $33.68 per hour
Variable Compensation Range: Incentive bonus eligibility up to 10% of gross annual salary base on company performance (as of 2024).
Health and Ancillary Benefit Overview:
* Medical, Dental & Vision Insurance with low employee premiums
* Free off-site medical clinic
* Company paid Life Insurance & Short-Term Disability
* 401k - Employer match of up to 4.0% for coworker contributions of 8.0% or more
* Company covers tuition costs up to $5,250.00 annually, contingent on course completion and grades
* Paid Time Off and Sick, Family & Parental Paid Time Off
* Ten (10) Paid Holidays
* Four-day work weeks, varied shifts, and flexible remote work options depending on position
* Career progression program for advancement
* Free in-house welding, grinding & machine operation school
* In-house training program
Working Conditions
Frequent presence on the manufacturing floor as well as field operations. Exposure to conditions, such as: dust, fumes, noise and high-degree varying seasonal temperatures. Machinery with energy sources including electrical, mechanical, hydraulic, pneumatic, chemical, or other energy.