Position: Service Coordinator/Technician Department: Customer Service
Reporting To: Service Manager Status: Hourly/Non-Exempt
Basic Function: Assist Service Manager on Equipment Installation /Kits – Lineup/ Buyoff list prior to ship / Assist on Installations when required / Follow up with the appropriate Engineering Department on Field Changes / Assist with daily customer requests.
Duties and Responsibilities: We are unable to sponsor H1B-Visa'. This is a travel position!
¨ Manage warranty claims and issues by developing an Open Issues Matrix and interfacing with other departments to drive issues to closure.
¨ Lead and direct, assist in Kit Buy Off to ensure that all the required material is shipped with the Kits to prevent delays during the installations
¨ Assist the Service Manager and work with other departments to answer product related technical questions from the customer. 24 hour on call assistance
¨ Assist in local service calls and installations as required.
¨ Train customer personnel on the machine functionality and proper start-up and debug of our standard machines.
¨ Review the Buy Off checklist and the open issue list prior to installation to assure the service technician(s) are lined-up.
¨ Assist with our standard manuals to develop a more technically complete and user-friendly service manual.
¨ Participate in meeting as required with the project manager and department supervisors to line-up installation plans and review all open-issues prior to shipment.
¨ Create and develop continuous improvement ideas and review with department managers for approval and implementation.
¨ Communicate with customers while on site to give updates to objectives.
¨ Write service work orders and/or reports.
¨ Supervise installation, de-bug, and buyoff activities at customer locations when required.
¨ Assist in coordinating necessary resources for installations.
¨ Document any required changes to Fori equipment on prints and review with the appropriate Engineering Department.
¨ Works with site manager to assure proper flow of daily activities at customer locations.
¨ Assist the Service Assistant to track expenses and submit expense reports in timely manner to Service Manager.
¨ Special assignments from the Director of Project management.
Education: High School Diploma required
Journeyman Machine Builder or equivalent required
Experience: 10 years as Machine Builder or Controls Technician/Engineer
5 years of de-bugging and installing new machines
Familiarity with Windows software
Must have valid passport.