Job description
- As representation of the company, required to maintain a professionalism and performance excellence attitude when working with internal and external customers
- Resolve service questions related to maintenance, operation, service center locations, warranty, roadside assistance, etcetera
- Actively participate in the resolution of field service / warranty matters
- Facilitate appropriate course of action for product repair
- Coordinate the timely resolution of problems affecting Original Equipment Manufacturers (OEMs), dealers, service centers, and end-users in the field
- Collect, document, and follow-up with information/cases with reporting team leader
- Communicate with other cross-functional teams (manufacturing, engineering, materials, purchasing, sales, etcetera) and OEMs to resolve issues
- Analyze charges for work conducted by service centers
- Gather and analyze case information to recommend and establish corrective direction
- Represent company at vendor, supplier, OEM, factory, and/or trade show events, as requested
- Be aware of how your performance impacts company’s financial bottom line and reputation
- Solve complex problems with minimal assistance
- Other tasks as assigned
- HS Diploma or GED required
- Associates or Technical degree in related field preferred or equivalent experience
- Minimum of 5 years’ experience in manufacturing, customer relations, and mechanical / electrical troubleshooting
- Possess, or be able to obtain:
- Valid Driver’s license
- Chauffer’s endorsement or higher preferred
- Pass DOT Physical
- Bilingual skills preferred
- Excellent attendance
- Willing and able to be on the road for 5 weeks/ 35 days at a time before returning home for mandatory 4 days’ rest.
- Willing and able to work outside in all weather conditions and work positions.
- Must be willing and able to fly.
- Proficient in the use of hand and power tools.
- Understand and uphold company’s Quality Assurance standards.
- Communicate effectively with customers and coworkers.
- Consistently display behaviors that support the Company Values with a sense of urgency to exceed our customers’ expectations
- Strong and consistent attention to detail
- Self-motivated with the ability to stay on task
- Versatile, flexible, and a willingness to work within constantly changing priorities
- Creative and innovative team player
- Intermediate computer skills are required Microsoft Office Suite/Aurora
- Capable of comprehensive listening (understanding the message(s) that is being communicated)
- Proven knowledge (or ability to quickly learn) of company’s products and components - mechanical and 12V - 120V electrical
- Sound judgment with the ability to make timely, and sometimes difficult, decisions
- Able to effectively prioritize and execute tasks in a high-pressure environment
- Strong:
- Communication skills, verbal and written
- Negotiation skills
- Organizational, problem-solving, and analytical skills
The Warranty and Service Field Technician position is responsible for all aspects of the installation of company’s products including, but not limited to, Walk in’s, Truck Body, PDV, REACH and Specialty Vehicles and warranty projects. Beyond installation activities you will be responsible for safety, training, parts inventory, company expenses, and cleanliness of the work area, quality, workload/distribution, and the professional interaction with customers as well as leading a field team as needed.
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