Job purpose
Provide direct onsite and remote customer service to include installation, warranty, courtesy and/or paid service for Juki America customers.
Duties and responsibilities
- Work with the Regional Service Manager to provide an accurate paid service quotation upon request from customer.
- Provide area warranty and courtesy visit service support to customers.
- Install and service Juki America machines in local service area primarily, and outside area as assigned by Regional Service Manager.
- Recondition and refurbish used machinery for resale.
- Provide technical support for trade shows and equipment demonstrations as required.
- Coordinate with Operations department to order parts required for service visits and for parts return and warranty issues via the RMA coordinator.
- Work with Regional Service Manager to obtain information from agencies outside of Juki America to find solutions to service issues.
- Provide installation training for customers.
- Complete and file appropriate paperwork such as Field Service Reports, Post Installation Checklists, Return Material Claim Notices, Technical Assistance Claim Notices, etc. in accordance with company policies and practices.
- Assist others in the development of technical documentation such as training material and service bulletins.
- Work to ensure that customers are delighted with Juki America machines and services.
- Attend machine training courses for new equipment as needed.
Qualifications
- 3 years previous technical training and experience with electro-mechanical equipment is required.
- Formal schooling and certification from a technical college, military school or other accredited institution or engineering or technical subject matter is desirable.
- Able to maintain, create and focus on documentation, detail, and records.
- Proficiency with Microsoft Word and Excel.
- Professional communication skills and data organization experience.
Working Conditions
Travel is required and is estimated at 65%. Position location varies.
