Position requires extensive knowledge of the design, manufacture, and operation of cutting machines, positioner, gas apparatus, and portable cutting products. Employee must demonstrate good leadership and interpersonal skills, and be able to effectively communicate with fellow employees, customers, and/or distributor representatives.
Install and or repair of thermal cutting machines or welding positioning equipment in house, at distributor, or customer locations is required. References drawings and specifications and applying their knowledge of mechanical, electrical, pneumatic, or hydraulic technology to install or repair the Koike Supplied Products to the satisfaction of the customer.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Other duties may be assigned.
On a daily basis, personally handles customer calls regarding Koike Supplied Parts and Machines. Customer calls typically pertain to machine installations, assistance with machine breakdowns, equipment part sales, or to obtain technical assistance. Document all relative customer contact as well as all warranty issues in the First Wave System. Perform an initial assessment of the work to be performed to install or repair the Koike Supplied Products either through telephone contact or on-site inspection. Discuss installation or repair schedules with customer representative and quote an estimate of repair costs,
Research customer machine history for preparation of corrective action. Recommend to customer corrective action to resolve product service issues. Answers or obtains answers to sometimes highly technical inquires. Enters customer name and other service related information into Customer Service database. (First Wave)
Work with OEM vendors to obtain engineering support or technical knowledge in support of customer’s requirements.
Install or repair customer equipment using available tools, materials, or supplies. Specific duties may also include referencing blue prints or installation manuals, assembling or disassembling machine components, installing shafts, bearings, gears, belts, drive chains, motors, gear reducers, rail systems, torches, and electronic drive components.
Upon completion of the installation or repair, the Service Technician performs operational test to insure that the customer is satisfied with the performance of the product.
Trains customer following training outline on the operation of machine as part of the installation, including CNC, plasma, and oxy-fuel cutting.
Provides internal (sales, engineering, manufacturing) and external (distributor and end user) technical support and assists with on-site operator training.
Travel to customer or distributor locations may be in excess of 50% of the time to perform assigned duties.
Technicians must submit all service reports, time sheets, check off lists, pictures and expense reports with-in department established guide lines.
Train to be back up for RMA Administrator if needed.
Train to be back up for Field Service Administrator if needed.
Assist Technical Service Manager in monitoring and coordinating the dispatching of technicians and sub-contractors.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Minimum of Associates Degree (A.A.S.) in electromechanical technology combined with five or more years related work experience and/or training, or equivalent combination of education and/or experience. Work experience must consist of electrical and mechanical assembly or service background. Highly skilled millwright or machinery maintenance work may be acceptable. Position requires a high degree of mechanical/electrical and product knowledge with related practical work experience.
Employee must demonstrate good interpersonal skills and be able to effectively communicate with customer representatives. Ability to read and interpret drawings, schematics, and technical, operations, and maintenance manuals combined with the ability to write routine reports and correspondence. When in the presence of customers/distributors must exercise good judgment in communication in order to avoid making any statements that could damage the company image. Project positive (never negative) company image. Technician must never speak negatively about competitors or their equipment. Strong PC skills are required. Technicians will be expected to learn and use all company and vendor related hardware and software.
Ability to apply learned mathematical concepts (geometry & trigonometry) and fundamentals such as fractions, percentages, ratios, and proportions to both practical and sometimes highly technical situations.
Ability to solve practical problems and deal with a variety of variables in situations where limited standardization may exist. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Must be able to work in a team environment and participate, contribute and support all team activities.
OTHER SKILLS OR ABILITIES
Must possess ability to recommend corrective action to resolve sometimes complex problems with Koike and vendor supplied components or systems. Ability to self-manage and complete work assignments and job duties properly. Ability to train customers in use of Koike Supplied Equipment. (Customers may have little or no experience in cutting machine and controller operation). Technician must be able to travel without limitations and with little notice. Technicians must be able to meet installation deadlines and time frames. Technicians must be able to train less experienced technicians in all areas pertaining to Koike Supplied Products.
CERTIFICATES, LICENSES, REGISTRATIONS
High volume of incoming customer telephone calls daily, many of which may involve conversations with irate, irrational individuals demanding immediate resolution of problems. High exposure to factors that create stress (Irate Customers, Time Deadlines). While performing some of the duties of this job, the employee is frequently required to stand, stoop, keel, or crouch. The employee is occasionally required to use both hands to handle materials of reasonable weight (25-80lbs) unassisted, and may handle materials of varying size (motors, gearing, torches, torch stations) during assembly or disassembly. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Employee may be exposed to various hazards generally found within a customer's manufacturing facility. The following Personal Protective Equipment is mandatory and must be worn on all customer installation or repair jobs; steel toe safety shoes, safety glasses with side shields, Hearing protection (disposable earplugs), hard hat, and lumbar back support belt are also recommended and should be available when needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
SPECIFIC POLICIES AFFECTING THIS POSITION:
Reference: Field Service Department Policies and Procedures.
Must be able to travel into Canada.