- Handle and document all incoming technical issues in a timely and professional manner.
- Prepare Quotes, create incidents/SRO, determine dispatch needs, engage engineering when necessary and make warranty/goodwill decisions.
- Handle Visit/Trip preparations for all field issues
- Record all job status calls from field and document.
- Review all trip reports for content.
- Responsible for the preparation and upkeep of troubleshooting guides.
- Interact and communicate with various departments and customers to assist technically in the installation, test and tune, startup, modification and troubleshooting of our equipment.
- Assist in managing the coordination of the RFQ for service staff from the field and coordinate with Contract Sales as necessary.
- Communicate output data of vibration analysis to customers and employees to assist in the understanding of problems and help to suggest solutions.
- Assist in managing warranty projects, including the gathering of information from customers, negotiation with customers, dispatching personnel and hiring of local contractors.
- Assist in managing contractors that were hired to perform work in the field and coordinate the necessary approvals/paperwork.
- Participate in meetings in regards to various projects/jobs as necessary.
- Assist in the development and management of the Field Service department budget.
- Continuously look for ways to control costs by eliminating unnecessary costs and maximize efficiency within the group.
- Effectively utilize available technology to enhance service delivery.
- Fully support the Company's ISO objectives, policies, procedures and the GK SCOPE Program.
- The willingness and ability to travel worldwide at any time if the need arises.
- The ability to train and mentor Field Service Technicians.
- The ability to communicate and provide technical feedback in a timely manner.
- The ability to organize and multi task several projects and/or activities.
- To understand basic business concepts and the ability to respond to customer requests.
- The willingness to work from existing policies and procedures and the ability to build technical knowledge.
- Anticipate and resolve team breakdowns resulting from change. Identify and remedy barriers to change, and proactively promote the benefits of change.
- The ability to resolve problems by identifying and analyzing problems logically and comprehensively, distinguishing between relevant and irrelevant information.
- The ability to set goals that reflect the organizations priorities
- The ability to take ownership and show support for work related initiatives.
- Bachelor's degree in Engineering or Industrial Technology or equivalent experience.
- Minimum of five (5) years of field service work in capital industrial equipment field.
- Proven management skills.
- Previous customer service experience is a plus.
- Knowledge in metal working, power transmissions, mechanical equipment, electrical control and/or programming.
- Bi-lingual abilities a plus.
- Experience working with integrated manufacturing software.
- Knowledge of Microsoft office products.
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Description
Job Description
Job DescriptionDescription:This position provides technical assistance for our equipment to our customers worldwide. Additionally, this position requires working within a team environment with other areas such as Contract Sales, Component Sales, Engineering and Manufacturing.
DUTIES & ESSENTIAL JOB FUNCTIONS
