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Lead Service Technician

2 months ago

Elkridge, Maryland, United States DRB Full time

Company Overview: DRB (A Vontier Company) stands as the premier provider of technology-driven devices and software solutions tailored for the North American automotive care sector.

Our Mission: We are dedicated to shaping the future of vehicle maintenance – no matter where the journey leads.

Purpose of the Role:

  • The Lead Service Technician is tasked with the comprehensive repair and evaluation of all equipment. This role requires a thorough understanding of departmental operations and supports the Service Supervisor in the allocation of tasks.

Key Responsibilities:

To excel in this position, an individual must effectively manage the following core responsibilities:

  • Repair Functions:
    • Possess an in-depth knowledge of the Service department's workings.
    • Achieve proficiency in Acumatica and assist colleagues with any arising challenges.
    • Conduct mechanical and non-electrical repairs as necessary.
    • Acquire skills in electronic repairs as required.
    • Ensure prompt troubleshooting and repair of all designated equipment.
    • Analyze and compile repair histories for assigned equipment, implementing corrective measures to minimize failure rates.
    • Support the distribution of equipment among team members as needed.
    • Propose enhancements to testing methodologies.
  • Administrative Responsibilities:
    • Complete Work Orders and manage invoicing/credits in Acumatica.
    • Review RMA and related orders for discrepancies, alerting the relevant departments when corrective actions are necessary.
    • Maintain cleanliness and organization within the workspace.
    • Develop and uphold the accuracy of Standard Operating Procedures (SOPs) for assigned products.
    • Oversee the physical inventory of swap equipment and repair components.
    • Assist with the daily intake of assigned equipment as required.
    • Monitor inventory levels of equipment and repair parts to ensure zero outages.
    • Establish an organized inventory stocking system.
  • Customer Interaction:
    • Generate Return Merchandise Authorizations (RMAs) and Work Orders as necessary.
    • Assist with hardware support issues as they arise.
    • Provide troubleshooting assistance via phone in collaboration with our Knowledge Center for equipment-related problems.
  • Vendor Relations:
    • Manage parts inventory procurement.
    • Collaborate with vendors to secure RMAs.
    • Prepare equipment for vendor shipments.
    • Conduct testing and complete 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: A minimum of 2-3 years of repair experience is required, with warehouse and assembly experience considered an asset.
  • Technical Skills: Proficient in Word, Excel, and PowerPoint. Familiarity with SalesForce and Acumatica is desirable, along with the ability to generate reports and track metrics.
  • Personal Attributes: A collaborative team player with strong interpersonal and organizational skills, demonstrating attention to detail.

Physical Requirements:

  • While performing job duties, the individual must be able to remain stationary for extended periods and occasionally move around the office. Regular operation of a computer and other office equipment is required, along with effective communication with customers and colleagues.
  • The employee must be able to lift and/or move up to 20 pounds regularly and occasionally up to 50 pounds. Specific vision abilities required include close distance vision for detailed work.

Vontier (NYSE: VNT) is a global leader in industrial technology, integrating productivity, automation, and multi-energy solutions to meet the demands of a rapidly evolving mobility ecosystem. With a strong market presence, extensive expertise, and a broad portfolio, Vontier is committed to delivering innovative, safe, and sustainable solutions for our customers and the planet.

Vontier is an equal opportunity employer, dedicated to fostering inclusive environments and ensuring equitable access and treatment for all individuals. We do not tolerate discrimination or harassment of any kind and are committed to providing reasonable accommodations for qualified individuals with disabilities.