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Technical Service Representative I

Description

TECHNICAL SERVICE REPRESENTATIVE I

POSITION SUMMARY/PURPOSE:

Coordinate customer repairs, technical information, documentation and machine troubleshooting of assigned Provisur products throughout all areas of the service department; ensure the coordination and proper documentation of information regarding service calls, service support visits, machine shipments, installations, and customer invoicing. With customers management and colleagues, ensure technical service requirements are met. Serve as the face of Provisur with customers. Travel as required

POSITION ACCOUNTABILITY:

Provide comprehensive technical service support to customers on assigned Provisur products as follows:

  • Provide inside technical support by phone and email daily, and after-hours on a rotating "on-call" basis. Serve as the face of Provisur on service requirements.
  • Work with customer management to coordinate and oversee equipment installations, set schedules and assign manpower. Interface with colleagues and customers management to resolve service requirements, ensuring quality and professionalism in all interactions
  • Coordinate Emergency Service Visits for EMTs, review trip reports, and follow-up on open issues. Work with customer to negotiate fees, identify work to be performed and determine trip timing. Work with colleagues to select and plan EMT travel and company commit resources.
  • Drive solutions to troubleshooting and application issues through problem resolution.
  • Coordinate engineering tests and product demonstrations.
  • Address and resolve warranty issues and serve as Project Manager on Maintenance Agreements, minimizing customer downtime.
  • Serve as technical expert on new and current technology.
  • Coordinate and oversee rebuilds and conversions by setting and adjusting schedules as needed and working effectively with other departments.
  • Identify parts for customer needs and process orders.
  • Provide commercial coverage for customers as assigned

Customer Visits:

  • Travel to customer to perform technical service visits (appx. 20% travel).
  • Provide advice to customers on complex technical problems.
  • Coordinate and oversee customer Process Audits and PM Inspections withEMTs.
  • Perform commercial visits for customers as assigned.

Accomplish work in an organized, timely manner producing necessary results in spite of unforeseen changes; communicate effectively and alert team members and supervision if deadlines are in jeopardy;maintain high ethical and quality standards; and correct your own errors; and, regularly produce accurate, thorough, professional work. Additionally, recommend continuous improvement ideas and assist in implementation as required; take personal responsibility for service excellence, sustainability and safe working practices; and, understand and adhere to our Principles & Values and all company policies and procedures.

JOB KNOWLEDGE/SKILLSAND ABILITIES:

  • Well rounded technical background to include mechanical, hydraulics, electrical and electronic skills.
  • Basic computing skills: MS Office, Windows, Outlook, etc.
  • Excellent communication skills, both oral and written, including using tact and good judgment when dealing with customers.
  • Fluency in English and local languages required for assigned geographic region.

PROFESSIONAL WORK EXPERIENCE:

  • Five years of service experience at Provisur in a technical position or equivalent related experience
  • Five years of demonstrated technical expertise in mechanical, hydraulic, electrical and electronics on all related Provisur or equivalent equipment

EDUCATIONAL AND/OR TRAINING REQUIREMENT:

  • High School diploma or equivalent, plus knowledge of a related specialized field.
  • Well rounded technical background to include mechanical, hydraulics, electrical and electronics
  • Two years formal apprenticeship in a related shop trade or equivalent experience.

CERTIFICATION REQUIREMENT:

  • Valid current driver s license


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