Description

This position provides technical assistance for our equipment to our customers worldwide. Additionally, this position requires working within a team environment with other areas such as Contract Sales, Component Sales, Engineering and Manufacturing.

DUTIES & ESSENTIAL JOB FUNCTIONS

• 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 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 the understanding of problems and help to suggest solutions.
• Assist in managing warranty projects, including the gathering of 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 multi task 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 organizations 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.