Service Technician

Service Technician

Job Summary:

The Service Technician will perform service functions including diagnosing proprietary hardware problems, provide remote support, enter service, and repair orders, notifications or other documentation into Company's integrated software and verifies and maintains accuracy of database information as required. Effective communication skills, proven customer satisfaction skills and people skills are considered essential for this role.

Key Responsibilities:

• Troubleshooting malfunctioning equipment, and components, using proprietary test equipment according to manufacturer documentation.
• Maintaining, troubleshooting, and servicing equipment in the workshop and other communication portals.
• Basic experience in reading and understand product manuals, diagrams, and schematics.
• Provide technical support to users on maintenance and proper usage of the equipment.
• Maintain knowledge of W&H equipment available in North America and services, along with future industry products and technologies.
• Keep tools and workstations organized and in good condition.
• Ensure all repairs meet company quality standards.
• Responsible for creating and providing detailed complaints on failed/defective products or parts via W&H Group Complaint system.
• Follow safety protocols and industry best practices during repairs.
• Continuously improve repair techniques through training and research.
• Collaborate with employees from technical departments, other departments, and Team Leader.
• Escalate any issues to Team Lead in a timely manner.
• Utilize Case Management System/CRM (Sugar) and ERP for customer complaints and perform tasks to resolve complaints.
• Other specific duties assigned.

Qualifications:

• Follow internal service processes described in the handbook, work instructions and SOPs.
• High school diploma or equivalent
• An associate degree is preferred.
• Experience with electronic and hydraulic / pneumatic circuits is an asset.
• 2 years customer support / call center / technical help-desk / desktop support experience.
• 2 years service and repair experience.
• Ability to read, analyze and interpret technical procedures, specifications, and schematics.
• Strong troubleshooting hardware skills.
• Able to maintain composure and a positive attitude.
• Ability to participate in a team environment.
• Organization and time management skills are essential.
• Customer focused, detail oriented and sense of urgency.
• Dependability; good attendance and punctuality.
• Excellent written and verbal communication skills.
• Ability to work in a challenging environment.
• Proficient in Microsoft Office Suite - Excel, Word, and PowerPoint.

Job Type: Full-time

Pay: $20.00-$22.00 per hour

Benefits:

• Dental care
• On-site parking
• Paid time off
• Vision care

Work Location: In person