Summary

Since the Resident Field Service Technician is located remotely, it is very important that they communicate regularly with Service Management and Territory Sales Representatives. Working independently requires a high level of resourcefulness in finding answers to take care of customer needs. The Field Service Technician is highly visible in the eyes of our customers and is responsible for creating and maintaining ethical customer and internal relationships by demonstrating integrity, customer focus, respect and a continuous improvement attitude. Displaying professionalism (including personal hygiene and appearance), meeting quality, repair time standards and performing all levels of repair and preventive maintenance on internal combustion and electric powered equipment, pressing tires, ordering parts, communicating with customers, and other general service department duties as directed by the Service Manager.

Essential Functions

• Kaizen - Continuous improvement of process and reducing waste.
• Administrative – Maintain communication with Service, Parts, and Sales department in order to complete work and increase sales. Utilize various computer OEM software programs, diagnostic analyzers and tools as resources. Record service hours, truck hour meter readings, obtain customer signatures, and comply with any customer specific required processes. Maintain accurate time card entries with work order numbers. Seek to understand who is responsible for specific repair costs (i.e. if new/used or service warranty, coverage under the provisions of a short-term rental or Guaranteed Maintenance program, or avoidable damage). Electronically prepare repair details and any forms required in conjunction with work orders, making note of the cause of failure/cause/resolution. Retain, tag, and place take off warranty parts in shop cabinet, and complete warranty documentation.
• Inventory Control – Manage personal inventory of required tools and organize in toolboxes using ASEC principles, and be good stewards of company provided tools/laptops etc. To ensure assigned parts inventory is restocked on a timely basis, technician is accountable for accurately listing parts used from service truck and any local parts purchased. Parts boxes are to be kept clean and parts kept in assigned bins.
• Service – Tech drives his assigned service vehicle to and from the branch or home each day to perform repairs at the customer location (occasionally working in the shop and following shop protocols). Utilize the manufacturer portals, read and understand operating manuals, electrical and hydraulic schematics as resources. Perform diagnostics and determine what repairs are needed and advise the Service Manager and customers as necessary (especially with safety related issues). Recommended repairs (use of pictures is encouraged) are to be verbally reviewed with the customer while obtaining their signature on the work order. Repair and replace damaged or worn parts as approved by customer. Test equipment after repair or assembly to ensure proper performance and safe operation. Specialized repairs that require welding, fabrication, or alterations to any structural component, mast, carriage, forks, overhead guard, etc. needs to be approved by Service Manager.
• Service Vans/Trucks - are to be maintained by Service technician with scheduled oil changes every 7,500 miles using synthetic oil and a high-quality oil filter, (Wix or other major brand), until instructed otherwise. The air compressor is to be serviced annually. The exterior of service trucks are to be cleaned once a month or as needed. The inside of service trucks should be cleaned throughout the day and time charged to appropriate customer invoice. Waste oil is to be properly contained and dumped regularly when in the shop. Must have a valid Class E driver license without restrictions that meet company’s insurer’s requirements.
• Organization, Maintenance and Cleanliness - Maintain a clean and orderly work area (including toolboxes) following Toyota 5S processes (clean up and dispose of waste properly).
• Safety - Follow all LTC and customer safety and environmental procedures utilizing appropriate Personal Protective Equipment.
• Training – Share best practices with other service technicians. Maintain personal E-Learning and certifications (expectation for all techs to obtain Bronze level within 18 months of employment) and participate in all training classes as approved by Service Manager. Complete required training (i.e. operator and customer service).
• Service Marketing – Make customer “service sales” calls that are documented (i.e. name of account, address, contact name, date visited, any insights learned on type of equipment and current service provider) as directed by the Service Manager during times when you are not servicing equipment.

Other Functions

• Support ASEC processes to ensure certification compliance is met.
• Deliver parts, run errands, etc. as needed. Receipts for parts purchased should be submitted daily to Parts clerk
• Parts replenishment will be maintained and accounted for by assigned technician, when inventory is sold off van, it must be noted with the accurate part number on work orders. Van inventory adjustments or changes are to be submitted to Parts Dept. Field technicians are responsible for checking van replenishment bins and loading inventory on trucks.
• Install LTC service, operator training, and date of last service decals on trucks serviced
• Occasional payment collection for COD customers upon completion of repairs
• Communicate sales, rental and service leads
• Assist with recruiting other qualified technicians
• Assist with other duties assigned and directed by corporate management within the frame work of Lift Truck Center Inc.’s objectives.

Knowledge/Skills/Abilities

• Strong knowledge of methods, materials, tools and techniques used in the repair of industrial equipment (along with knowledge of permissible equipment modifications)
• Ability to identify complex mechanical problems and review related service information to develop a strategy for taking corrective action.
• Proficient skills in operating vehicles and equipment used for diagnostic purposes.
• Strong focus on customer service by delivering quality repairs.
• Able to communicate effectively as appropriate for the needs of customers or coworkers without the use of profanity
• Capable of utilizing a laptop or tablet for completing work orders and checklists, and diagnostic troubleshooting, basic computer knowledge for internet E-learning portal and accessing service information
• Basic knowledge and use of company cell phone (including email, texting and camera). Use of cell phones while at customer locations is to be limited to business use only
• Basic knowledge of office machines, including copier, fax and printer
• Strong attention to detail and pride of workmanship
• Able to work effectively both independently and in a team environment
• Able to complete repairs, and process paperwork with accuracy
• Meet customer commitments for scheduling service calls or planned maintenance
• Demonstrates active participation and openness to new procedures, technology and structure.

Physical Requirements and Work Schedule

• Wear Safety PPE as required for each task and/or customer
• Work in shop environment at normal noise level – constantly.
• Climb stairs to work area and/or other departments – occasionally.
• Lift objects up to 75 lbs. – occasionally.
• Push and pull objects – occasionally.
• Able to perform simple motor skills and gross body coordination such as standing, walking, bending, stooping, filing, sitting, etc. – constantly.
• Able to perform tasks which require hand eye coordination, and simultaneously using both hands, such as typing and using office machines – constantly.
• Able to move or hold arms and hands in small areas, utilizing tools, for an extensive amount of time.
• Able to use tools that vibrate for an extensive amount of time.
• Perform simple manipulative skills such as reading, writing, collating, etc. – constantly.
• Able to communicate verbally, using at least high school level vocabulary – constantly.
• Able to communicate in written work, using advanced written skills – constantly.
• Able to hear normal sounds with some background noise – constantly.
• Able to see objects close and distant as in reading and driving – constantly.
• Able to understand and relate to the concepts behind specific ideas – constantly.
• Able to remember task/ assignments given to self and others during the course of a day – constantly.
• Able to remember tasks/ assignments given to self and others over long periods of time – constantly.
• Able to understand and relate to specific ideas generally several at a time – constantly.
• Able to walk building and yard to inspect and inventory equipment – occasionally.
• Perform work outdoors in hot and cold weather, rain or snow – occasionally.
• Able to work around exhaust fumes, LP gas, gasoline, diesel, solvents, oil, grease, paint, thinners, etc. – occasionally.
• Work in warehouse or manufacturing settings and its noisy conditions – occasionally.
• Capable of operating lift trucks and various types of industrial equipment. Ensure adherence to safety rules and successfully pass operator training testing
• Full time Monday-Friday 8:00-4:30 with occasional overtime or variance in hours and occasional travel to other branch locations or offsite for training.

Education/Work Experience

Passing score on LTC’s mechanical aptitude test. High school diploma or GED required. One-year certificate from a college or technical school or at least three years’ experience and/or training in related field working with schematics, hydraulics, and electrical trouble shooting.

Lift Truck Center, Inc. is an equal opportunity employer.

Job Type: Full-time

Pay: $23.00 - $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan

Schedule:

• Monday to Friday
• Overtime

Application Question(s):

• How did you hear about us?

Experience:

• Programmable logic controllers: 1 year (Preferred)
• Mechanical knowledge: 1 year (Preferred)

Work Location: On the road