Technical Services Specialist

1 week ago

Crystal Lake, Illinois, United States General Kinematics Corporation Full time
Job Summary

We are seeking a highly skilled Technical Services Advisor to provide technical assistance for our equipment to customers worldwide. This role requires working within a team environment with other areas such as Contract Sales, Component Sales, Engineering, and Manufacturing.

Key Responsibilities
  • Handle and document all incoming technical issues in a timely and professional manner.
  • Prepare quotes, create incidents/SRO, determine dispatch needs, engage engineering when necessary, and make warranty/goodwill decisions.
  • Handle visit/trip preparations for all field issues.
  • Record all job status calls from the field and document.
  • Review all trip reports for content.
  • Responsible for the preparation and upkeep of troubleshooting guides.
  • Interact and communicate with various departments and customers to assist technically in the installation, test, and tune, startup, modification, and troubleshooting of our equipment.
  • Assist in managing the coordination of the RFQ for service staff from the field and coordinate with Contract Sales as necessary.
  • Communicate output data of vibration analysis to customers and employees to assist in understanding problems and help suggest solutions.
  • Assist in managing warranty projects, including gathering information from customers, negotiation with customers, dispatching personnel, and hiring of local contractors.
  • Assist in managing contractors that were hired to perform work in the field and coordinate the necessary approvals/paperwork.
  • Participate in meetings in regards to various projects/jobs as necessary.
  • Assist in the development and management of the Field Service department budget.
  • Continuously look for ways to control costs by eliminating unnecessary costs and maximize efficiency within the group.
  • Effectively utilize available technology to enhance service delivery.
  • Fully support the Company's ISO objectives, policies, procedures, and the GK SCOPE Program.
  • The willingness and ability to travel worldwide at any time if the need arises.
  • The ability to train and mentor Field Service Technicians.
  • The ability to communicate and provide technical feedback in a timely manner.
  • The ability to organize and multitask several projects and/or activities.
  • To understand basic business concepts and the ability to respond to customer requests.
  • The willingness to work from existing policies and procedures and the ability to build technical knowledge.
  • Anticipate and resolve team breakdowns resulting from change. Identify and remedy barriers to change, and proactively promote the benefits of change.
  • The ability to resolve problems by identifying and analyzing problems logically and comprehensively, distinguishing between relevant and irrelevant information.
  • The ability to set goals that reflect the organization's priorities.
  • The ability to take ownership and show support for work-related initiatives.
Requirements
  • Bachelor's degree in Engineering or Industrial Technology or equivalent experience.
  • Minimum of five (5) years of field service work in capital industrial equipment field.
  • Proven management skills.
  • Previous customer service experience is a plus.
  • Knowledge in metal working, power transmissions, mechanical equipment, electrical control, and/or programming.
  • Bi-lingual abilities a plus.
  • Experience working with integrated manufacturing software.
  • Knowledge of Microsoft office products.

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