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Service Technician LEAD

2 months ago

Wilmington, United States REIC SPECIALTY, LLC Full time
Job DescriptionJob Description

Position Summary: The Service Technician is the key technical operations interface to our customers with the primary goal of ensuring overall quality and customer satisfaction goals are exceeded. Requires a highly motivated individual who thrives in a fast-paced customer service environment, seeks challenges, and thinks creatively for solutions while troubleshooting, testing, repairing, and operating industrial HVAC machinery and equipment as directed by managers and lead personnel.

Working with limited supervision, Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Install equipment and conduct trial runs of industrial HVAC machinery to ensure performance rates and quality meet established specifications in-house and at customer locations.
  • Provide an exceptional customer experience in all aspects of service and support actions.
  • Perform preventative maintenance and repairs of heating equipment and document actions on relevant information systems.
  • Perform maintenance and repair on equipment both in-house and at customer locations.
  • Diagnose equipment failures in-house and at customer locations and make required equipment repairs to resolve technical issues fully.
  • Complete paperwork promptly and accurately, including data entry and general use of relevant computer systems and software to maintain accurate records on equipment and preventative maintenance.
  • Drive for results to help the company achieve standards of excellence.
  • Train customer employees on how to maintain machinery.
  • Maintain thorough knowledge of and capability in reading and understanding schematics.
  • Maintain thorough knowledge of, actively practice, and promote safe working conditions in accordance with all State and country-required regulations regarding the safe operation of all equipment.
  • Obtain and maintain the necessary certifications to operate equipment as needed.
  • Maintain and continue to develop in-depth knowledge of products and services.
  • Ability to travel when needed.
  • Ability to drive company trucks long-distance in varying and extreme weather climates.
  • Ability to meet non-CDL DOT driver requirements.
  • When issues or resolutions cannot be reached within one's skill set, collaborate with team members by escalating issues appropriately when issues are outside one's skillset or knowledge.
  • Collaborate with team members throughout the organization.
  • Passionate about quality but respectful of meeting established deadlines with superior interpersonal skills.
  • Responsible for implementing improved processes or operational policies for continuous business operations improvement.
  • Ensures that physical inventory levels are monitored and replenished as needed.
  • Recommend changes to products or services to fulfill customer needs.

This incumbent is a staff-level technician who assumes a leadership role in product knowledge and the quality standard within the branch. He has mastered the operating standards of his facility, the region, and the corporation.

Qualifications: To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below represent the knowledge, skill, and ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Education/Experience: Six months to one-year related experience and training or equivalent combination of education and experience.

  • –Experience in a field customer service environment, preferred
  • –Excellent technical and organization skills
  • –Exceptional communication and people skills
  • –Good judgment, with the ability to set priorities and handle multiple tasks simultaneously.
  • –Effective listening and ability to communicate verbally, written, and professionally.
  • –Experience demonstrating superior customer service
  • –Personal leadership skills with demonstrated action, follow-through, and decision-making ability to take ownership of responsibilities and champion customer service

Language Ability: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from managers, clients, customers, and the general public.