Lead Service Technician

1 week 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.

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 plays a crucial role in the repair and testing of various 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 candidate must successfully fulfill the following essential functions. Additional responsibilities may be assigned as necessary. Reasonable accommodations may be provided for individuals with disabilities.

Repair Duties:

  • Possess an in-depth knowledge of the Service department.
  • 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.
  • Ensure timely troubleshooting and repair of all assigned equipment.
  • Analyze the repair history of assigned equipment to implement corrective measures and minimize failure rates. Report any significant increases in product replacements.
  • Assist in delegating equipment to team members as needed.
  • Propose enhancements to testing procedures.

Administrative Responsibilities:

  • Complete Work Orders and manage invoicing/credits in Acumatica.
  • Review RMAs and related orders for discrepancies, notifying the appropriate departments if corrective action is required.
  • Maintain cleanliness and organization within the work area.
  • 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 necessary.
  • Monitor inventory levels of assigned equipment and repair parts to ensure zero outages.
  • Maintain a systematic approach to stocking equipment inventory.

Customer Engagement:

  • Generate Return Merchandise Authorizations (RMAs) and Work Orders as required.
  • Provide support for hardware-related issues as they arise.
  • Engage in troubleshooting via phone with our Knowledge Center to assist with equipment problems when necessary.

Vendor Relations:

  • Manage the procurement of parts inventory.
  • Collaborate with vendors to secure RMAs.
  • Prepare equipment for shipment to vendors.
  • 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 relevant repair experience is required. Experience in warehouse and assembly operations is a plus.
  • Technical Skills: Proficient in Word, Excel, and PowerPoint. Familiarity with SalesForce and Acumatica is desirable. Ability to generate reports and track metrics is essential.
  • Personal Attributes: A team player with strong interpersonal skills and exceptional organizational abilities, demonstrating attention to detail.

Physical Requirements:

  • While performing the duties of this role, the individual must be able to remain stationary for extended periods. The individual may occasionally move within the office and must regularly operate a computer and other office equipment. Effective communication with customers and colleagues is essential.
  • The employee must frequently 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 board-level work.

Vontier (NYSE: VNT) is a global industrial technology firm that integrates productivity, automation, and multi-energy technologies to address the needs of a rapidly evolving and interconnected mobility ecosystem. With leading market positions, extensive domain expertise, and a broad portfolio, Vontier is committed to enhancing global mobility through smart, safe, and sustainable solutions for our customers and the planet. Vontier fosters a culture of continuous improvement and innovation, grounded in the Vontier Business System and embraced by colleagues worldwide.

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