The Service Technician is responsible for ensuring users of our equipment are satisfied with its performance by providing prompt onsite or in-depot service by performing installation, service and troubleshooting support on dry ice production equipment and dry ice blasting machines at Cold Jet service centers and at customer facilities throughout the world.
This is an entry level position that will have the opportunity for on the job training and ability to advance to the level of expertise that is associated with a full field service technician.
Position Responsibilities
Perform Service Work
- Provide installation, service and troubleshooting support on dry ice production equipment, dry ice blasting machines, and engineered systems at Cold Jet service centers and at customer facilities throughout the world.
- Complete equipment upgrades in our shop and at customer sites in the field
- Oversee installation start-ups in the field
- Provide training to customers
- Coordinate scheduling of service jobs with the team of technicians
- Ensure that safety and quality standards are met
- Create quotes and work orders on customer jobs
- Work with Quality Manager on warranty jobs to accurately capture warranty costs, look at root cause issues and, if appropriate, pass the cost back to the supplier of a failed part
Other
- Represent yourself and the Company professionally
- Work independently but communicate regularly
- Contribute to sales of parts and service
- Support business partnerships
- Support other Cold Jet departments, sales, engineering and operations
- Clean driving record
Position Requirements
Education & Experience
- Associates degree in a related technical field or equivalent on-the-job training
Skill Competencies
- Customer service skills that demonstrate a commitment to customer satisfaction and garnering customer loyalty
- Able and willing to travel 25% of the time, including an occasional international trip
- Knowledge of electrical and mechanical troubleshooting and repair of industrial machinery
- Ability to read technical drawings & electrical schematics
- Ability to troubleshoot and maintain hydraulic & pneumatic systems
- Resolves customer issues and creates value for both customers and Cold Jet in a professional manner
- Effectively applies technical and logical methodologies to solve problems
- Clear written and verbal communication w/ and Microsoft Word and Excel knowledge
- Able to prioritize critical tasks
- Effectively schedules work load, material and parts needed to complete tasks in a timely manner and to the satisfaction of the customer
Behavioral Competencies/Personal Traits
- Adapts to and is effective in diverse international cultures
- Intellectually inclined and learns new skills and information quickly and accurately
- Has mechanical aptitude
- Motivated and dedicated toward gaining knowledge that provides added value to the company
- Customer-service oriented; being a steward to customers and fellow employees
- Communicates using socially and politically acceptable language
- Treats others with sensitivity, dignity, and honesty
- Is confident, firm, but respectful in interaction with others
- Articulate and competent in dealing with engineers and managers at customer sites.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Sitting and standing for long periods of time throughout the day.
- Regularly reaching with a range of floor level to overhead
- Regularly bending, crouching, stooping, kneeling, crawling, and maneuvering around and inside equipment
- Regularly climbing ladders
- Regularly lifting or moving – 10 lbs. frequently, 30 lbs. occasionally (approx. 1x/week), 70 lbs. (floor to waist) in frequently (approx. 1x/month)