Product Support Technician

At Sames, the secret to our success is our talented employees!

Job Purpose

Support Sames Distributors and customers through technical tasks in house (80%) and on site (20%) with a mission-to-serve and a sense of urgency. Perform repairs, training, and assist sales staff with Proformas & demos, in-house & off site.

Duties and Responsibilities

• Conduct repairs and estimates.
• Manage the Demonstration Equipment & Proforma Program.
• Provide technical support to our distributors and their staff.
• Assist with Sames Training School.
• Perform Technical Specialist Role.
• Prepare equipment for lab and help with demonstrations.
• Work with installation engineering group and assist with installations.
• Miscellaneous Functions.

Repairs

As a Sames in-house Technician, you will do repairs and prepare estimates on Sames Equipment. Duties will include:

• Provide an RA number to the distributor for equipment being sent in for repair.
• Log in the equipment upon arrival.
• Prepare a repair estimate and forward to distributor.
• Upon receipt of purchase order number from the distributor, repair the equipment.
• Test and return equipment in a timely manner.
• Conduct equipment performance evaluation reports.

Manage Demonstration Equipment

Sames makes specific equipment available for our distributors throughout North America. This equipment must be in a ready to ship condition. Duties will include:

• Receive the equipment when it’s returned from a field demonstration.
• Check the equipment to ensure it’s in good working order.
• Do necessary paperwork to bill users if it’s returned damaged or dirty.
• Clean equipment. Repair equipment as needed to ensure readiness for the next demonstration.
• Ship demonstration equipment upon request.
• Keep an ongoing tracking system to monitor the location of all demonstration equipment.
• Sell off existing or older Proforma equipment.

Technically Support our Distributors & Their Staff

Our distributors are dependent on us to provide them with technical support while demonstrating a sense of urgency. Our continued success requires our technicians to respond quickly and professionally when a distributor requires technical information or support. Whether the answers are at hand or need to be researched our response time is critical. Duties include:

• Answering technical questions over the phone on Sames products.
• Researching the answer when not readily available.
• Communicating technical responses when required.

Training

As an in-house Technician, you will develop an expertise in most Sames equipment. Once this has been achieved, you will be required to assist in preparing our training schools for the Sames staff, distributors staff, and customers either in the lab or at the customer site. This also includes working closely with Sames University instructors to ensure all Sames training programs are professional and thorough.

Technical Specialist Role

You will be required to develop expertise in one primary and one secondary Sames product group. Once this has been achieved, you will be the Technical Specialist for this group of products. Duties will include:

• First point of contact for technical issues not readily answered.
• Test new equipment within your product group.
• Manage technical file for products in your group.

Miscellaneous

• Prepare reports as required by the Technical Manager.
• Sames staff are very team oriented, and we expect all team members to help each other in their tasks periodically.

Required Knowledge, Skills, and Abilities

• Familiar with tracking, recording, and repairing equipment, such as pumps, spray guns, and dispense within a finishing environment. Bonus - if with paint, powder, and dispense material.
• Preferred experience estimating and quoting equipment repair work.
• Preferred experience working with internal and external customers by phone, email, and direct interaction.
• Required to have good business communication, social skills, the ability to read & write in English.
• Required basic computer skills, proficient in Microsoft Office.
• Required understanding of the importance of doing quick and high-quality work.
• Must demonstrate outstanding organizational skills and the ability to multitask in a demanding environment.
• Required to work well with others, in a team-based environment.
• Ability to travel both domestically and internationally.
• Mechanical aptitude demonstrated by experience or aptitude test.
• Has worked in a finishing environment with paint and/or powder.
• Demonstrates outstanding organizational skills.

Formal Education and/or Training Required

• Technical Certificate, degree or equivalent preferred.

Working Environment and Physical Requirements

• Ability to lift and move 50 lbs., walk long distances through customer sites and be on your feet for extended periods.
• May work in hot or cold automotive plants or labs and/or general industrial labs.
• Exposure to hazardous materials; may require use of personal protective equipment.
• Ability to travel by various methods: flying, driving, trains, etc.
• Safely use hand and power tools.

Direct Reports

None.

SAFETY / HSE (required authorizations + broader needs)

• Know how to identify and react in dangerous situations
• Know how to analyze priority environmental and safety aspects and implement relevant actions

Sames North America is an equal opportunity employer. It is the policy of Sames to treat all applicants for employment and all team members in a manner that does not discriminate against them because of their race, religion, color, citizenship status, ancestry, sex, sexual orientation, gender identity, marital status, height, weight, arrest record, pregnancy, age, physical or mental disability, genetic information, or military or veteran status.