National Service Technician- Bilingual – English-French

2 weeks ago

Naperville, Illinois, United States Chervon North America Full time

Chervon is one of the world's largest power tool and lawn and garden equipment manufacturers with a rich history of innovation. Chervon's commitment to build a better world by building better tools is evident in the products we manufacture and our green approach to manufacturing. We focus on hand-held portable power tools, stationary bench tools, laser and electronic equipment and outdoor power equipment. With world-class R&D, manufacturing, design, marketing, sales, and service teams throughout the world, we do it all.
Summary of Responsibilities:
The National Service Technician will play an important role within the Aftersales department. This person will provide critical support to our Service Partners Community, both in the US and in French speaking Canada and our internal partners, such as Customer Service and Product Management. More specifically, the National Service Technician will serve as a technical knowledge provider and distributor across our brands and models.
In this capacity, the National Service Technician will have primary responsibility in supporting the oversight of the service and repair networks, setting standards for repair and distribution of parts for the Chervon brands. The Technician will develop in-depth knowledge of product features, performances, diagnostics, and repairs to provide technical support to customer service and service partners. The Technician will help review service and repair manuals, verifying that processes and procedures in repair are properly documented, and safe to execute.
The Technician will also be responsible for day-to-day operation of the Service or Training Lab. In this capacity, the Technician will help layout the needed infrastructure, select and procure tools and equipment, acquire tool samples, and maintain a professional and safe environment.
The Technician will support the Chervon North America Quality Team with responsibilities involving quality-related activities such as QCI (Quality Control Inspections), product testing and analysis of failure modes.
Job Summary:
The National Service Technician must be able to diagnose failures and propose repair procedures for battery/electric powered tools such as outdoor power equipment (OPE), bench top and hand-held power tools. The Technician will be able to read technical manuals, disassemble tools, use testing and measuring devices to identify problems and diagnose failures in mechanical and electrical subsystems. The Technician must be familiar with diagnosing problems in ECS (electronic control systems) as well as in other related components (switches, relays PCB). Must be comfortable using power or hand tools and soldering techniques to replace electronic components. Must be able to work with computers, Microsoft Office applications etc.
Duties and Responsibilities:

  • Provide customer service, with level two technical support. Review customer service escalated technical support cases.
  • Contact servicing dealers via phone or e-mail to provide technical support including diagnostics or troubleshooting of failure modes, recommending/confirming parts needed for the repair.
  • Support the development of "how to" repair guides, training manuals and training videos. Review and approve engineering repair documents provided by R&D and support the creation of the scripts needed to produce the audio video material.
  • Perform the tear down of products and validate repair times for disassembly and assembly procedures. Develop in-depth standards of repair communicated via written and video.
  • Support in-house or on-site training workshops for service partners.
  • Work from parts specifications and service drawings.
  • Responsible for quality of work, safety, and housekeeping of assigned service areas.


Education and Experience Requirements:

  • Three years of mechanical or electrical work experience or equivalent education.
  • Vocational school/associate college education is a plus.
  • Must possess electro-mechanical aptitude.
  • Must have mechanical skills and diagnostic skills.
  • Experience with handling phone technical support is a plus.
  • Experience with Li-Ion battery powered tools and OPE a plus.
  • Experience with brushless motors, wire harnesses and controllers a plus.
  • Experience in using measuring devices (oscilloscope, multimeters... etc.).
  • Experienced with soldering techniques.
  • Basic computer and writing skills.
  • Must be fluent in technical English and French to communicate with dealers in the US and Canada.
  • Must be willing to travel to servicing dealers as needed.


Supervisory Responsibility:
This position doesn't have direct reports.
Work Environment:
Physical Demands

  • Frequent bending, stooping, pushing and pulling of parts and large tools.
  • Able to lift 75lbs.

Chervon North America operates in a casual and fun environment. We offer a very competitive benefits package including health, dental, vision, short/long-term disability, life insurance, 401(k) and a competitive time off program.
We think Chervon is a great place to work Be part of our new future Better Tools. Better World.

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