Service Technicians at all levels are responsible to deliver a positive service experience. The goal is to drive service success that improves customer
satisfaction, maximizes customer retention and increases profitability; can work with little direction to ensure a high quality of customer service. The goal is to maximize customer commitment and the prosperity of the business by producing results in a timely manner.
KEY RESPONSIBILITIES:
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Provide service and customer support during field visits or dispatches (Field Service Tech.)
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Deliver service and support to internal and external customers via phone support
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Manage on site installation, repair, maintenance and testing (Field Service Tech.)
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Diagnose errors or technical problems and determine proper solutions
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Produce timely and detailed service reports
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Follow all AUMA’s processes and procedures and assist in development
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Meet and maintain KPI goals as set to meet customers’ expectations
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Cooperate with AUMA Team and share information across the organization
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Comprehend customer requirements and make appropriate recommendations, briefings and training
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Build positive relationships with customers
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Learn and develop customer support and technical skills necessary to perform high quality maintenance and triage repair
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Provide quotes in a timely and detailed manner
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Perform repairs, preventive maintenance and triage repair on all AUMA products and additional specialty products
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Observe safety precautions as required in designated areas and customer sites.
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Maintain a clean and orderly work space
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Interact with customers to provide and process requests about our products and services
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Other duties as assigned by the Service Manager
Education/Training/Experience:
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Associate’s degree in a technical field or equivalent is preferred, plus three (3)years’ experience in a related field or an equivalent combination of education and experience
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Ability to work flexible shifts and to adapt to changing work schedules
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Familiarity with Windows Operating Systems
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Excellent communication and organizational skills
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Ability to work independently or as part of a team
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Must have a valid driver’s license
Physical Demands:
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Sitting or Standing for extended periods of time.
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Dexterity of hands and fingers to operate a computer keyboard, power tools, testing equipment and AUMA equipment
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Ability to lift 50 pound boxes to a height of 3-4 feet and load them into trucks
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Will work in varying conditions from an office environment to work in outdoor weather conditions
Travel:
Domestic and International travel may be required. This travel will include, but may not be limited
to visiting local customers, North American Headquarters in Pittsburgh PA and parent company in Germany.
