Lead Service Technician

1 week ago

Elkridge, Maryland, United States DRB Systems LLC Full time
Job Overview

DRB Systems LLC, a prominent entity in the technology-driven automotive care sector, is dedicated to delivering innovative devices and software solutions tailored for the North American car care market.

OUR MISSION: To shape the future of vehicle maintenance – no matter where the journey leads.
OUR VISION: To empower our clients' growth through connected, data-driven technology, fueled by our passion for innovation and commitment to excellence.

ROLE SUMMARY:

  • The Lead Service Technician plays a crucial role in the repair and testing of all equipment. This individual should possess a comprehensive understanding of departmental operations and will support the Service Supervisor in managing equipment assignments.

KEY RESPONSIBILITIES:

To excel in this position, the individual must successfully fulfill each of the following essential functions. Additional tasks may be assigned as necessary. Reasonable accommodations will be provided for individuals with disabilities to perform essential functions.

Repair Responsibilities

  • Demonstrate a thorough understanding of the Service department's operations.
  • Achieve proficiency in Acumatica and assist colleagues with any arising issues.
  • Conduct mechanical and non-electrical repairs as required.
  • Acquire skills in electronic repairs as necessary.
  • Timely diagnosis and repair of all assigned equipment.
  • Analyze and compile repair history for assigned equipment, implementing corrective measures to minimize failure rates and reporting any significant increases in product replacements.
  • Assist in the distribution of equipment to team members as needed.
  • Propose enhancements to testing procedures.

Administrative Functions

  • Complete Work Orders and manage invoicing/credits in Acumatica.
  • Review RMAs and related orders for discrepancies, notifying relevant departments if corrective actions are necessary.
  • Maintain cleanliness and organization of the workspace.
  • Develop and uphold the accuracy of Standard Operating Procedures (SOPs) for assigned products.
  • Oversee physical inventory of replacement equipment and repair components.
  • Assist with the daily intake of assigned equipment as needed.
  • Monitor inventory levels of assigned equipment and repair parts to ensure zero outages.
  • Maintain an organized inventory stocking system.

Client Relations

  • Generate Return Merchandise Authorizations (RMAs) and Work Orders as required.
  • Assist with hardware support issues as they arise.
  • Provide troubleshooting assistance over the phone with our Knowledge Center for assigned equipment problems when necessary.

Vendor Relations

  • Manage the procurement of parts inventory.
  • Collaborate with vendors to obtain RMAs.
  • Prepare equipment for vendor shipments.
  • Complete testing and work orders for equipment repaired and returned from vendors.
  • Work with vendors to address product failure concerns.
  • Perform additional duties as assigned by management.

QUALIFICATIONS:

  • Education: An associate degree in electronics or a related field is preferred.
  • Experience: 2-3 years of prior repair experience is required. Experience in warehouse and assembly operations is a plus.
  • Computer Skills: Proficient in Word, Excel, and PowerPoint. Familiarity with SalesForce and Acumatica is desirable. Ability to generate reports and track metrics is essential.
  • Other Requirements: A collaborative team player with strong interpersonal and organizational skills, along with a keen attention to detail.

PHYSICAL DEMANDS:

  • While performing the duties of this role, the individual must be able to remain stationary for extended periods. The individual may occasionally need to move around the office and must frequently operate a computer and other office equipment. Clear communication with customers and colleagues is essential.
  • The employee must regularly lift and/or move up to 20 pounds and occasionally up to 50 pounds. Specific vision abilities required for this role include close vision for detailed work.

DRB Systems LLC is committed to fostering an inclusive environment and ensuring equitable access, opportunity, and treatment for all individuals. We do not tolerate discrimination or harassment of any kind. We make hiring decisions based on experience and skills, and we are dedicated to providing reasonable accommodations for qualified individuals with disabilities.

Equal Opportunity Employer

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