Technical Advisor and Trainer
1 month ago
Job Description
SUMMARY
Primarily involved in providing field training to independent service representatives located throughout N. America, Central and parts of South America.Training content will require periodic updates to convey new information and enhance learning principles.
Provides advanced troubleshooting and problem resolution to end users, service technicians and distributors via telephone. Uses expert mechanical, HVAC and refrigeration knowledge to provide technical solutions for all past and present products lines. Advises customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction.
ESSENTIAL FUNCTIONS
Delivers inbound telephone troubleshooting and diagnostic support to resolve product/equipment failure issues.
Applies advanced diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents all resolutions in the computerized call system for future reference.
Actively listens to customers, probes for clarification, and reviews diagram, drawing and schematic for highly complex technical problems.
Conducts extensive research to resolve issues for obsolete and discounted products.
Works with Manufacturing, Service Parts and Engineering to secure technical manuals and alternative parts for existing and discounted products.
Strives to minimize end user downtime and maximize the first time resolution rate of machinery and/or equipment.
Advises quality and new product development of recurring component failures.
Escalates highly complex problems to management or engineering as appropriate.
Facilities classroom training for field service technicians. Reviews the interworking of equipment as well as solution for common problems and failures.
Coordinates warranty related technical problems with Customer Service Reps.
Maintains broad knowledge technical knowledge of company products.
EDUCATION EXPERIENCE
Associates or Technical degree and a minimum of 5 years of ice machine repair experience with or an equivalent combination of education and experience. Requires well-rounded knowledge of the operating principles of HVAC and/or refrigeration. Ability to read and interpret blueprints, drawings and system diagrams.
KNOWLEDGE SKILLS
Strong communication skills and be able to effectively communicate technical issues
Ability to troubleshoot at subsystem and system level, using identifiable problem solving techniques
Ability to understand and interpret advanced written technical information
Knowledge of design techniques, tools and principles involved in production of precision technical plans, blueprints, drawings, and models.
Knowledge of machines and tools, including their designs, uses, repair, and maintenance
Strong customer service skills with the ability to handle high call volumes
DECISION MAKING
Has developed specialized skills or is multi-skilled through job-related training and considerable on-the-job experience. Completes work with a limited degree of supervision. Identifies key issues and patterns from partial/conflicting data. Takes a broad perspective to problems and spots new, less obvious solutions
PHYSCIAL REQUIREMENTS
Manufacturing:
Works predominantly on the manufacturing floor. May be exposed to heat, electrical and mechanical hazards, noise, solvents, dust, dirt, fumes, contaminants, cold, noise, vibration, etc.
Climbing, stooping, kneeling, lifting, pulling, pushing and ability to move material weighing up to 40 lbs
Ability to perform basic preventive maintenance tasks on tools and equipment
Ability to use of hand tools, power tools, gas torches and measuring instruments
Ability to read blueprints, technical manuals and use measuring equipment
Requires standing for prolonged periods of time
Manual dexterity and hand-eye coordination
Must be able to walk and use hands
Ability to read, write, listen and speak
Non-Manufacturing:
Typically work is in an office environment where the noise level is low to moderate
Requires standing and/or sitting for prolonged periods of time
Ability to lift boxes/materials weighing up to 10 lbs
Requires telephone work and/or computer work, as well as interactions with other employees and customers
Ability to read, write, listen and speak
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