This position assists with all daily DFE / RP Service Department responsibilities, including but not limited to verbal and written technical customer assistance, technical training, and technical collaboration with Mueller's DFE / RP internal / external customers.

Includes writing and / or updating technical service manuals, service bulletins, replacement parts pages, and warranty administration, claims processing and documentation.

Travel as necessary to perform job tasks.

Essential Job Functions

Provide superior technical customer service by resolving service and product reliability related issues in a prompt, courteous, and knowledgeable manner as received from Dealers, Regional Sales Managers, Internal and External Customers, and DFE / RP Management.

Includes documentation, delegation, review, and follow-up with the Dealer and / or End User, Production, Engineering, Product Development, Purchasing, Vendors, and Sales Management.

• Individual must develop and maintain a competent and ongoing knowledge of the technical operation of the DFE and RP product lines, which includes electrical, refrigeration, and dairy sanitation regulations.
• Assist in conducting DFE Service Training Seminars, including facility maintenance, equipment installation, developing training agendas, materials, presentations and visual training aids.
• Initiate and maintain DFE / RP Service materials in an updated and current manner. This includes Installation and Service Manuals, Service Bulletins, and Technical Training Aids.
• Assist customers with warranty issues in accordance with Mueller's written warranty policies and procedures.
• Administer warranty program, including processing claims, maintaining documentation, and communications with customers and vendors regarding warranty issues.
• Cooperate, assist, and add value to Sales / Service business relationships with internal and external customers in a competent manner.
• Provide on-site support for both DFE and RP products lines as needed.
• Assist production teams in identifying and resolving quality issues as needed.
• Attend and contribute to open book management.
• The ability to work in a constant state of alertness and safe manner.
• Perform other related duties, as needed and assigned, including backup for other department personnel, to ensure support of the DF / RP product lines.
• Travel 25% including travel within the continental US and international travel (Mexico, Canada, etc.).
• Must have a valid driver's license for travel.
• Regular, in-person attendance due to necessary teamwork and personal interactive nature of this position.

Knowledge, Skills, Abilities (Competencies)

• Proficiency with the MS Suite, including Word, Excel, and Power Point
• Excellent oral and written communication skills
• Strong interpersonal and organizational skills
• Exceptional work ethics and initiative, ensuring all task are followed through in a fast-paced and diversified work environment
• Ability to analyze difficult situations and react in a timely manner
• Ability to prioritize and multitask
• Individual must possess a valid "Universal" EPA 608 Refrigerant Usage Certificate
• Knowledge of JDE is a plus
• Knowledge of dairy farm milk cooling is a plus
• Knowledge of process chillers is a plus
• Knowledge of Mueller DFE / RP products is a plus

Education and Experience

A technical degree from an accredited Electrical and / or Refrigeration Trade Institution (or) three years of proven technical service experience in the electrical or refrigeration trades (or) a combination of education and field experience equivalent to three years in the electrical or refrigeration trades

Base Compensation Range : $46,696 - $70,045 annually

Variable Compensation Range : Incentive bonus eligibility up to 10% of gross annual salary base on company performance (as of 2024).

Health and Ancillary Benefit Overview

• Medical, Dental & Vision Insurance with low employee premiums
• Free off-site medical clinic
• Company paid Life Insurance & Short-Term Disability
• 401k - Employer match of up to 4.0% for coworker contributions of 8.0% or more
• Paid Time Off and Sick, Family & Parental Paid Time Off
• Ten (10) Paid Holidays
• Four-day work weeks, varied shifts, and flexible remote work options depending on position
• Career progression program for advancement
• Free in-house welding, grinding & machine operation school
• In-house training program

Working Conditions

Professional office environment with some time spent in a manufacturing shop. Use of standard office equipment (computers, phones, copiers, and filing cabinets, etc.

Office environment 60%, Training and testing lab 15%, Field Service / Training work on farm outdoor and / or utility room, 25% includes travel within the continental US and international travel (Mexico, Canada, etc.

Exposure to conditions, such as : dust, fumes, noise and high-degree varying seasonal temperatures.

Last updated : 2024-05-29