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Senior Service Technician
4 months ago
Position: Senior Service Technician – Elkhart, IN
Department: OEM Operations
Shift: 1st shift
Posting Open: 05/03/2023
Position Summary
The Senior Service Technician leads the Carefree field service activities by leveraging an extensive knowledge base to provide technical and sales support to Carefree internal and external customers, with a focus on OEM customers. The position regularly calls on OEM installers and buyers to ensure products are being installed properly and that all issues are resolved immediately. The Senior Service Technician will collaborate with internal teams such as Engineering, Operations and Sales to identify any product shortcomings, inconsistencies in documentation and user instructions, and customer challenges utilizing Carefree product. Additionally, the Senior Service Technician will create video content that supports written documentation related to product installation, configuration, and troubleshooting.
Essential Duties of the Service Technician include, but are not limited to:
- Act as a key resource for existing or prospective Carefree products by:
- Providing hands-on training on installation and utilization of Carefree products.
- Providing onsite repair service when Carefree products are damaged or not working properly.
- Responding to, following up and documenting OEM installation, performance, or repair inquiries.
- Travel to OEM customers throughout North America with the following areas of focus:
- Supporting sales opportunities by demonstrating technical subject matter expertise.
- Training, communicating product changes and enhancements, and delivering miscellaneous products as business needs warrant.
- Performing audits to ensure proper OEM installation procedures are followed.
- Creating video content that complements written documentation focused on product installation, use, and troubleshooting.
- Assisting Warranty Technicians by taking and placing technical support calls by phone.
- Actively documenting audits performed, customer calls and product issues.
- Partnering with Operations, Engineering, and Sales functions to provide feedback on observed trends, possible solutions to issues or upgrades, and customer needs.
- Conducting product specific technical support educational seminars.
- Supporting OEM product shows and rallies by providing warranty or repair services.
- Participating in compliance and issue review meetings as the voice of the customer, supporting action prioritization and in the root cause analysis process.
- Providing leadership and support throughout the issue investigation process.
- Acting as a positive brand liaison and face of the company to the customer and protecting brand reputation.
- Commitment to Carefree’s Core Values: Commitment to Customers, Quality, Integrity, Innovation, Performance-based culture, and Diversity.
Qualifications for the Senior Service Technician position include, but are not limited to:
- High school diploma or equivalent.
- 5+ years of awning installation/repair experience or equivalent technical aptitude.
- Strong communication and customer service skills.
- Valid Driver’s License and driving record that is compliant with Carefree’s Non-DOT Driver Policy.
- Ability to travel within a 30-mile radius daily.
- Ability to travel a couple times a month to customers up to 300 miles from the workplace and if business needs warrant very occasional overnight travel for OEM shows and rallies (less than 5%).
Compensation and Benefits
The wage for this position is anticipated to start between $2,307.69 and $2,692.30 biweekly.
Benefits for this position include medical, dental, vision, FSA, HSA, 401(k) with company match, life insurance (employer paid & voluntary coverage), paid time off (vacation & holidays), Short-Term Disability, Long Term Disability, voluntary accident, critical illness, and hospital indemnity insurance.
About Us
Carefree of Colorado, a division of the Scott Fetzer Company, is the world’s premier provider of awnings, shade products and accessories to the global Recreational Vehicle market. Our industry position and financial strength have provided our employees solid careers with opportunity for professional growth throughout our 50 plus year history.
We have built a strong manufacturing and assembly operation by embracing LEAN principles and investing in technology and our team members. We take pride in the Quality, Value, Performance and Style our customers have come to expect.
For more information on our company, visit our web site at www.carefreeofcolorado.com.
Application Deadline: June 16, 2024
