Service Technician

Building strong relationships with our customers goes far beyond having the parts they need or reducing their down time. It’s about understanding the entire customer journey; starting with what they experience from the moment they start thinking about buying a part or requesting technical support, and ending when they receive an invoice and pay us. We must make that “journey” as straightforward, transparent, and efficient as possible. It must be a journey each customer looks forward to making again.

Key Responsibilities

1. Customers: Provide exceptional customer service and ensure that customer’s needs are met by:

• Providing in-shop and in-field support, including troubleshooting, diagnosing, and repairing customer equipment accurately and efficiently.
• Maintaining regular communication with customers to explain estimated time of arrivals, work to be performed, answer questions, and offer maintenance recommendations.
• Assisting CSRs with the PDIs and Setups of new machines.
• Identifying potential issues on machines during service calls and recommending maintenance, repairs, or upgrades to customers.
• Conducting post-season and pre-season machine inspections, advising customers on recommended maintenance to keep their equipment running optimally.
• Following up as needed to ensure that customer concerns are not left unresolved.

2. Employees: Support and contribute to the success of the entire team by:

• Assisting and mentoring less experienced Technicians to help them develop their skills and ensure high-quality service.
• Participating in Spudnik’s Training program to develop critical knowledge and skills required to be an expert in the industry.
• Staying up-to-date on new equipment, maintenance techniques, and safety protocols through continued training.

3. Store Operations: Help create a collaborative work environment and optimal service operations by:

• Communicating openly with other Technicians, Parts personnel, and the Service Manager to ensure efficient job coordination and customer satisfaction.
• Ensuring accurate and thorough completion of all SROs, including documenting repairs, parts used, and recording labor hours.
• Following Spudnik Standard Operating Procedures.
• Maintaining the cleanliness and organization of the Store to expected levels.
• Model company values – We listen, We walk our talk, We challenge tradition, We do the right thing, We work safe.
• Other duties and responsibilities may be assigned as necessary.

• Technical training or certification in equipment repair preferred.
• Mechanical, hydraulic, and electrical system knowledge.
• Strong troubleshooting and diagnostic skills.
• Excellent communication with customers and team members.
• Valid driver’s license; CDL or equipment transport experience preferred.
• Commitment to safety practices and ongoing learning.
• Regular lifting, carrying, pushing, or pulling of materials weighing up to 50 lbs, performed safely and as part of normal duties.
• Ability to travel.

Level 1 (Entry-Level/Foundational):

• Capable and competent in performing tasks, contributing to the team, and focusing on learning and applying foundational skills.
• Works under close guidance and supervision, requiring support for problem-solving and decision-making.
• Completes assigned tasks efficiently but primarily focuses on individual contributions.
• Shows eagerness to learn and develop but relies on established processes and routines.

Level 2 (Intermediate/Proficient):

• Demonstrates strong competence in their role, able to handle more complex and varied tasks.
• Works with moderate independence, taking initiative to solve problems and adapt to changing circumstances.
• Balances efficiency with quality while optimizing work processes.
• Acts as a proactive collaborator, supporting cross-functional efforts and driving team outcomes and success.

Level 3 (Advanced/Expert):

• Operates at an expert level, consistently delivering high-impact results to drive success and solving complex challenges. 
• Works autonomously, taking ownership of outcomes, and trusted to make strategic decisions to elevate team performance.
• Innovates and optimizes processes, introducing new methods to achieve goals more efficiently.
• Demonstrates an excellent attitude, fostering collaboration, positivity, and alignment with organizational values; often oversees or mentors Level 1 and 2 employees.
• Consistently goes beyond assigned tasks, works through time constraints, aligns efforts with long-term goals, and setting a strong example for others.