Job Description
Under the direction of and reporting to the Factory Service Center Manager, the primary duties of the Repair Technician / Service Coordinator will be to perform quality repair and/or service work of Milwaukee products in accordance with prescribed procedures to ensure proper functioning, safety and reliability, deliver a high level of customer support and satisfaction, and drive operational efficiency in the Factory Service Center.
Duties and Responsibilities
Service / Repair
•Perform disassembly of units, diagnosis of operating difficulty, location, and replacement of worn or defective parts within expected times and troubleshoot in accordance with work instructions.
•Execute prescribed maintenance, inspections and make decisions as to feasibility of repairs.
•Use problem-solving skills to identify complex issues and find solutions quickly and efficiently.
•Adhere to safety protocols and guidelines to ensure the safety of themselves and others while working on product.
•Keep records of parts used and provide data for billing and/or warranty information.
•Manage inventory of spare parts and order replacements as needed to ensure that they are readily available for repairs.
•Recognize and report operational irregularities and defective materials for quality control.
•Set-up and perform electrical and mechanical tests to ensure product's repair and/or work performed is in conformance with prescribed quality standards and safe operation for customers.
•Work from parts sheets, specifications, and drawings.
•Provide training or guidance to end users on proper equipment usage and basic troubleshooting procedures.
•Maintain proficiency on current line of product through training to drive productivity and high-level quality of repair, while engaging in training on new product to expand capabilities.
Customer Support
•Respond to customer inquiries and requests via phone, email, chat, or in-person interactions in a timely and professional manner.
•Engage with customers to understand product service needs, provide updates on repair progress, answer questions, and address concerns, aiming to resolve them to the customer's satisfaction.
•Assist in performing counter procedures including answering phones, order entry, placing orders, tracking, and assisting walk-in customer traffic.
•Ensure accurate and timely order fulfillment, and maintain customer records and databases with up-to-date information, including notes for future reference and analysis.
•Handle escalated customer issues and emergencies with composure and efficiency.
Operations
•Assist with sales and service counter duties; draw parts from stock as needed to service counter trade; maintain monetary transactions, customer records and receive and assist with inventories as required.
•Perform a variety of shipping and receiving duties in accordance with prescribed procedures.
•Visually inspect goods received and route for storage, repair and/or service.
•Fill and pack orders and repairs for shipment to customers; prepare shipping documents and determine shipping charges.
•Load and unload trucks and operate material handling equipment.
•Perform miscellaneous tasks as directed.
Job Requirements
•Requires an education equivalent to high school diploma or GED.
•One to two years of previous experience in electrical and/or mechanical repair is preferred.
•One to three years of experience in a customer service position is preferred.
•Proficiency in using various hand and power tools, diagnostic equipment, and software.
•Ability to lift to 50 lbs.
•Ability to maneuver heavy material, weighing up to 300 lbs.
•Must possess effective business communication skills and ability to understand local branch market.
•Strong analytical and problem-solving abilities are crucial for diagnosing and repairing equipment issues.
•Excellent interpersonal, communication and customer service skills for dealing with end users and customers.
•Adherence to safety protocols and guidelines is paramount to ensure personal safety and the safety of others.
•Acquire and maintain industry or product specific certifications or licenses that may be required.
•Proficiency with English, written and verbal.
•Bilingual (English/Spanish) a plus.
•Must be proficient in computer skills and Microsoft Office applications.