Service Technician & Operations Specialist

Service Technician

The Service Technician & Operations Specialist is responsible for providing installation, service and troubleshooting support on primarily dry ice blasting machines but also dry ice manufacturing equipment in our office and in the field.  The person will ensure timely follow up on service opportunities, support on operational, office tasks and provide accurate documentation of quotes & service orders. This position will be located in Cambridge, Canada and will report to the Vice President, Customer Service Americas & Asia.

Technician Responsibilities

• Perform equipment repairs at some customer sites in the field and at Cold Jet’s Cambridge office, performing electrical and mechanical troubleshooting and repair on industrial machinery
• Provide technical phone support & hands on troubleshooting
• Generate and update service quotes, service call orders and job entries in company software systems and complete associated paperwork

• Contribute to sales of parts and service

• Support other Cold Jet departments, sales, engineering and operations
• Able and willing to travel up to 10% of the time, including international travel
• Resolves customer issues diplomatically, and creates value for both customers and Cold Jet in a professional manner
• Communicates clearly and effectively with customers in a training situation
• Effectively applies technical and logical methodologies to solve problems in stressful and difficult environments
• Effectively schedules work load, material and parts needed to complete tasks in a timely manner and to the satisfaction of the customer

Operations Support Responsibilities

Inventory Management 

• Develop and implement inventory control procedures and sequence of operations within Cold Jet’s Cambridge office to optimize inventory flow as well as ensure inventory accuracy and correct use of systems
• Review monthly inventory trends and discuss variations with the inventory manager
• Recommend the replenishment of inventory as required by sales activity
• Work in collaboration with the Inventory Manager, plan and execute cycle counts and annual  inventory audits  

Generation of Revenue within Assigned Territories

• Work effectively with the regional sales representatives to service their customers and grow their territories
• Work with customers, look for opportunities to propose add-on sales of spare parts, accessories, extended service plans, spare part kits etc.
• Work with the Cold Jet CRM software and log all customer issues that are not immediately resolved
• Track and share calls taken, orders taken, calls opened, calls closed, and other relevant productivity measures
• Identify and pass along to regional sales representatives opportunities for additional machine sales

Shipping

• Pull ordered machines, parts & accessories from inventory and prepare them for shipment
• Crate, band, wrap, box or otherwise package machines or parts for shipment
• Select carriers and schedule freight trucks for machine shipments
• Prepare paperwork for domestic shipments
• Load machine shipments onto trucks using industrial equipment
• Enter shipment, receiving and other data into the ERP system
• Accept, open and verify incoming shipments from carriers such as UPS
• Stock incoming parts in the appropriate location
• Communicate with customers, external and internal, regarding status of shipments.
• Operate forklift and other industrial lift equipment

Department Support

• Listen to, understand, gain knowledge of customer needs, issues, problems, and with empathy, satisfy customers with best solutions above and beyond the normal call of duty
• “Own” customer requests and issues, follow-up to ensure 100% satisfaction
• Handle all company business in the best interest of both customer and Cold Jet by creating value and providing win-win solutions
• Build a long-term relationship with the customers so they can recognize you as a point of contact for customer service needs
• Purchase office supplies and office services for the office
• Forward business correspondence to headquarters and disseminate local correspondence from headquarters

Position Requirements

Education & Experience

• Degree in a technical field or equivalent military training 
• 5+ years’ experience in field service working with mechanical equipment

Skill Competencies

• Proficient level skills with MS Office, especially Excel, and ERP & CRM applications
• Strong business communication skills, from oral presentations to business writing
• High attention to detail
• Strong mechanical aptitude

Behavioral Competencies/Personal Traits

• Outgoing, engaging personality
• Assertive - persists in driving sales
• Technical Savvy – the ability to discuss our products intelligently on a technical level as well as the ability to set-up and troubleshoot equipment
• Goal Directed – driven to achieve goals set by self and others
• Resilient & Adaptive – responds professionally to set-backs and learns from negative experiences to adapt sales approach
• Plans work well – plans the most efficient method of performing work within his/her regions
• People Skills/Communication – relates to and communicates with diverse personalities and in diverse situations
• Customer service – responsive to the needs of internal and external customers
• Commitment to company success - willing to take risks, both company and personal, and do what it takes to get the job done