Repair and Service Technician

4 weeks ago

Doral, United States Aqualung Group Full time

Mission:

At Aqualung Group, we are dedicated to providing top-quality products and services in the diving industry to ensure a safe and enjoyable experience for our customers and enthusiasts.


As a Repair and Service Technician, you play a vital role in upholding our commitment to excellence and customer satisfaction by maintaining and repairing diving equipment. Your expertise contributes to the safety and performance of divers, enabling them to explore the underwater world with confidence. Joining our team opens up opportunities for professional growth through advanced training and certification programs, allowing you to stay at the forefront of industry innovations. You will be involved in diverse projects focused on enhancing equipment functionality and ensuring optimal dive experiences for our customers. Your dedication as a Repair and Service Technician is crucial to Aqualung Group's success in providing reliable and high-performance diving equipment, driving industry standards forward, and fostering a culture of safety and excellence within the diving community.



MAIN GOALS OF REPAIR AND SERVICE TECHNICIAN:

• The management of after-sales service files, repair, and maintenance of electronic and mechanical equipment returned by the North America (NA) distribution network. providing professional sales and after-sales support to clients.

• Commissioning of equipment, detection and repair of faults, and preventative maintenance.

• Use of measurement and diagnostic tools and IT tools.

• Organization of the NA Technical and Training Center (TTC) stock, handling of receipts and shipments of TTC parcels, and interfaces with the relevant customers.


MAIN RESPONSIBILITIES OF REPAIR AND SERVICE TECHNICIAN (include but are not limited to): Individual must maintain high standards of professionalism. Must be available onsite to perform duties during regular business hours. Must be flexible in availability to assist, as needed, in reasonable and occasional non-business hours to complete assigned duties.

• Provide and maintain high client service levels, by ensuring clients' requests are addressed in a timely matter

• Ensure the follow-up and management of customer requests by phone and through the aftersales email inboxes

• Handle the reception of packages, their opening, and processing

• Perform maintenance operations on Aqualung and Apeks products

• Provide technical assistance to customers, Customer Service, and Sales

• Ensure the preparation and follow-up of shipments of repaired products

• Support "Training Center" activities by organizing and conducting the necessary technical training modules for performing repairs/maintenance

• Keep the activity tracking tools up to date, e.g., customer return counts

• Maintain updated tracking tables for returns by product family

• Strive to achieve service goals, on-time delivery goals, and organizational objectives

• Manage incoming emails and phone calls. Process traditional after sales requests/returns while ensuring the client is left with a positive and favorable experience

• Communicate inventory discrepancies, product quality control issues, and open repairs management reports as required

• Understand company's goals and objectives

• Stay up to date on industry standards, trends and developments

• Adhere to assigned work schedule and required break and meal periods

• Comply with company's time reporting policies and procedures


ESSENTIAL KNOWLEDGE, SKILLS, AND EXPERIENCE:

• At least 1 year of prior certified SCUBA technician experience

• Knowledge of high-pressure air compressor operation, SCUBA maintenance best practices, shop cleanliness, and SCUBA equipment diagnostic and troubleshooting skills

• Analytical and synthesis skills

• Aptitude for learning new technology

• Rigor and responsiveness

• Strong interpersonal skills

• Experience in maintenance within the industrial sector

• Minimum of one year of experience in customer service or administrative capacity

• Experience in a high pace, deadline driven environment

• Knowledge of customer service principles and best practices

• Testing and troubleshooting of electronic circuits

• knowledge of passive and active electronic components

• Ability to perform functional and performance tests on electronic circuits and systems

• Proficiency in Office 365 tools (Excel, Word)


HIGHLY DESIRED KNOWLEDGE, SKILLS, AND EXPERIENCE:

• SCUBA diving experience

• Experience working for an Outdoor Industry consumer products company or Active outdoor lifestyle brand preferred

• Familiarity with Aqualung's core consumers - SCUBA Diving, Military & Professional (M&P) Diving, and water exploration enthusiasts

• Familiarity with current Aqualung Group brands - SCUBA Diving and M&P Diving equipment

• Knowledge of ERP systems

• Prior closed circuit rebreather operation and maintenance experience

• Prior military diving experience



REPORT & LIAISE:

The Repair and Service Technician reports directly to the Technical and Training Center Manager. This position will liaise with (all business lines - Dive, M&P), Warranty/Returns, Repairs, Shipping/Receiving, Quality Assurance, and Production.

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