Technical Service Assistant - Drilling Solutions

Job Scope and Background:

To assist the Service Manager with the overall functions of the service department, with a specific focus on rock drills, crushing and screening product lines in a manner that meets the needs of all departments at the branch along with customers and the company.

Organizational Relationships:

This position will directly report to the Branch Service Manager.  The position will work closely with the Product Support Manager of Drilling Solutions in the tracking of maintenance schedules; inspection reviews associated with drills.  Interface relationships will include Service Administration, Field Service Supervisor, Shop Foreman, Parts Manager / Countermen, Sales Manager, CSR, Rental Coordinator, Fleet Maintenance Manager, Warranty Manager, Service Trainer, Credit Manager / Assistants, and accounting personnel.  In addition, this position may assist Manufacturer representatives as well as outside vendors and suppliers.

Basic Functions, Duties, and Responsibilities:

Perform daily and operational activities in the service department to include the following, but not all may be listed:

• Review Technician reports daily for accuracy, appropriate detail, and completion.

• Open and close work orders as directed.
• Review technicians machine inspections for drills, crushing and screening products.
• Create a repair list from inspection information, identify and separate warrantable repairs and customer repair responsibility.
• Create a repair estimate from inspections including parts availability and labor. The estimates will be reviewed by the Service Manager and Product Support Manager for accuracy and pricing.
• The Product Support Manager will present inspection interval findings and repair estimates to customers for approval prior to repair.
• Through web-based tools, track drifter, floating sub and rotation gear box assemblies for scheduled service or replacement.
• Track preventative maintenance service intervals and inspections intervals. Provide weekly updates to Field Service to allow for scheduled completion of service interval.
• Preventative maintenance intervals for all associated machines, drifter rebuild completions, rotation and floating sub exchanges will be updated and housed under machine specific accounts in CRMseries. 
• Gather warranty information and prepare warranty work orders for submission to PECO warranty team for Epiroc and Kleeman.
• Manage warranty parts ensuring they are accounted for and properly kept for the appropriate timeframe for Epiroc and Kleeman Warranty jobs.
• Be able to issue and process expense purchase orders for the service department as needed.
• Assist in handling incoming customer calls to the service department, take messages and gather information from customers.
• Assist in giving information to customers about status of their equipment as needed.
• Assist technicians or Service Manager in gathering information as needed to scope a pending job.

(This would include being fluent in utilizing manufacturer and in-house electronic information tools such as, Intellidealer, My Epiroc, Certiq, JD Link, etc.)               

• Capable of obtaining technical information via computer and telephone from manufacturer provided sources.
• Assist by adding additional technical support when required for shop, field and rebuild room repair projects.
• Perform any or all other duties that are needed for the service department & branch as directed by the Service Manager.

Desired Qualifications:

• Must have good written and oral communication skills.
• Proficient with a computer, including the use of Microsoft programs (Word, Excel, PowerPoint, etc.) and diagnostic use using manufacturer provided programs.
• Must have 5 or more years’ experience in the Heavy Equipment and Drilling support industry.
• Must have a good working knowledge of equipment operations and mechanical functions.

Desired Behaviors:

• Capable of working with limited supervision / self-starter.
• Must be capable of dealing with the various personalities and skill set levels of technicians, other employees and customers.  Good organizational skills.
• Must be a team player, comfortable in a group setting.
• Ability and initiative for continuous learning.
• Capable of initiating follow-up.
• Maintain excellent customer relations.