Service Technician

HIPOWER SYSTEMS is a manufacturer of power distribution and power generation equipment is looking for Service Technician.

Job Description: Service Technician

FLSA Classification: Exempt

Supervisory Responsibilities: 0

Reports to: Director of Product Support

Department: Service

Position Summary: The Service Technician plays a critical role in ensuring customer satisfaction by providing top-tier support for service and warranty issues related to generator sets (gensets). This position is focused on responding to customer needs, diagnosing and resolving problems, and ensuring that all warranty claims are handled effectively and efficiently. The technician will work both in the field and at the company's facility to deliver timely service and resolve any technical or operational issues customers face with their genset equipment.

Essential Duties and Responsibilities:

• Customer Support: Act as the primary point of contact for customers experiencing service or warranty issues with their gensets, including but not limited to providing technical experience, providing specific troubleshooting steps, providing requested documentation, responding to customers' complains and suggestions, and addressing concerns in a professional and timely manner.

• Warranty Management: Evaluate and process warranty claims in accordance with company policy, ensuring compliance with all warranty terms. Communicate effectively with both customers and internal teams regarding the status of claims. Ensure all warranty claims and start-up forms are processed and tracked.

• Service & Repairs: Remote diagnosis and troubleshooting mechanical and electrical problems related to genset equipment. Perform necessary recommendations for repairs and/or coordinate with internal departments for replacements under warranty.

• Teamwork: Work with the service team to ensure that the Work in Process (WIP) warranties “cases” are followed daily with tasks and coordinate well with all departments, from sales to production to parts.

• Field Support: Travel to customer locations to assess and resolve service issues on-site. Ensure that all work is done in accordance with safety standards and warranty guidelines.

• Customer Education: Provide technical training for customers as needed, offering guidance and support to customers on the operation and proper care of gensets to reduce unnecessary service calls and enhance product life.

• Documentation & Reporting: Maintain detailed records of service calls, repairs, and warranty claims. Ensure all paperwork is accurate and filed in a timely manner for future reference.

• Responsible for regular reporting of departmental activity against financial and operational goals.

• Provide professional conflict resolutions with customers as required.

• Interactions with suppliers and technical support to help customers.

• Able to glean insights, provide solutions, and ideas for continuous improvement and/or course correction as necessary

• Contribute to the maintenance of the Quality Management System through the correct execution of its functions and/or activities.

•Contribute to the continuous improvement of the Quality Management System

•Consistently follows and adheres to all safety and good manufacturing practices (GMP's).

•Other job-related duties as assigned.

Competence, Skills, and Abilities:

•High School diploma or higher education, required

•5 years of experience of proven experience in complex mechanical-electrical equipment required.

•2 years of experience in generator controller programming with brands such as “Deep Sea Electronics”, “ComAp”, etc. required

•1 years’ experience of Tier 4 final technology and spark-initiated engines required.

• Medium skills in Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.)

• SAP ERP experience, plus

•Excellent Communication and Customer Service Skills

•Precise accuracy and attention to detail

• Ability to work effectively in a fast-paced team environment.

• Ability to verbally communicate ideas and issues effectively to other team members and management.

• Ability to write and record data and information as required by procedures.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Flexible hours, including on-call availability for emergency service requests.

• Extensive travel to customer locations is required, up to 80% of your time in some situations. During non-travel periods or downtime, the role shifts to daily attendance at Hipower's offices in Olathe, Kansas.

• Visual acuity is necessary to do the job safely and effectively. Specific vision abilities required by this job include close vision work with computers in reading, and peripheral vision.

• Ability to work in various environmental conditions (e.g., extreme temperatures, confined spaces).

• Required to talk and hear. Frequently required to stand/sit for long periods of time.

• Able to use office equipment and occasionally lift a maximum of 20 pounds.

•Ability to walk around the production floor and lift to a maximum of 20 pounds without help.

•Ability to see peripheral, color, exposed to construction, noise, and temperature extremes.

• PPE usage requirement: (e.g. safety glasses, steel-toe shoes). Constantly use hands and fingers to handle, or feel, and reach with hands and arms to operate equipment.

Work Environment:

• This position works in an office and in a non-air-conditioned/heated warehouse setting, with outdoor exposure during the workday. Requires activities involving being around moving machinery, exposure to marked changes in temperature and humidity, and some exposure to dust, noise, fumes, and gases.

HIPOWER SYSTEMS provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information, or any other protected characteristic under applicable law. This policy relates to all phases of employment, including, but not limited to, recruiting, employment, placement, promotion, transfer, demotion, reduction of workforce and termination, rates of pay or other forms of compensation, selection for training, the use of all facilities, and participation in all company sponsored employees’ activities. Provisions in applicable laws providing for bona fide occupational qualifications, business necessity or age limitations will be adhered to by the company where appropriate.