Service Engineer Technician

STOBER Drives, Inc. - Maysville, KY

30+ days agoFull-time
Job Description: Service Engineering Technician
Mission: Support company Purpose, Vision, Mission, Values, Metrics
Works within the Service Team in the areas of repairs, replacements, warranty issues, and general customer questions and concerns to provide an exemplary customer experience. Strong focus on knowledge of products and failure modes, as well as the relationship with our inside group, the outside group, and ultimately, the customer. The working environment of this position is split between time in the office and on the shop floor as capacity is needed. (Target: 50/50)
Values: Customer Service, Promptness, Growth and Learning, Accountability, Flexibility, Teamwork, Fairness, Transformational Leadership, Consistency

Critical Success Factors/Metrics:Office:
  • Provide a Customer Centric Service Experience:
  • Understand SalesForce and utilize it daily (Cases, etc.)
  • Respond in a timely fashion to all customer requests (including those from our
  • outside group). If the request is received, the customer should be aware within two (2)
  • hours that we have their request and one of the following is true:
  • We have the request finished within the time frame
  • ii. We would requite more time to finish the request (and give a time frame for
  • their expectation)
  • iii. We have gone to Germany (or another supplier, etc.) for more information
  • and will advise when we hear something back (and give standard time frame
  • for their expectation)
  • Communicate effectively both internally and externally as needed.
  • Follow standard working procedures to provide a consistent output.
  • Shop Floor:
  • Provide a Customer Centric Service Experience:
  • Understand SalesForce and utilize it daily (Cases, etc.)
  • Adhere to the standard metrics for the evaluation and processing of a unit:
  • Time from receipt to evaluation
  • ii. Time from evaluation to quote
  • iii. Time from order to shipping
  • iv. Time for reminders/scrap of units
  • Communicate effectively both internally and externally as needed. This includes
  • both verbal and communication skills, as this position requires high level technical
  • analysis of units and communication both over the phone and through reports.
  • Follow standard working procedures to provide a consistent output.
  • Understand and express failure modes of units in for repair and evaluation.
Development/Learning:
  • Self-driven and Ambitious
  • Seek in daily tasks and embrace opportunities for learning
  • Work with the Service Team Leader on your learning development plan
Company Standards:
  • Adhere to company safety standards
  • Be aware of and implement LEAN techniques
  • Customer satisfaction is measured by: service, delivery, quality
  • Work with the sales group and the team leader to prevent recurring issues
  • Applicant will also need to ensure order entry accuracy to facilitate effective product processing so we exceed customer expectations, understanding of machine design, applications, materials, etc. They will also need to be proficient in understanding of MGS, TD, and Servo Products (sizing when needed). They must also work with the team on creating professional failure evaluation reports and maintain
RGA documentation.

Skills/Tools/Tasks:
  • Working Member: Proficient in Communication, Customer Service, and Technical Aspects of
  • the Service Department
  • Adhere to and help to improve upon documented processes (work instructions)
  • Proficient in TL Tools and Self-Development:
  • Exemplary behavior to Social Covenant
  • Use TL tools in daily interactions (both inside and outside)
  • Peer learning
  • Proficient in assembly, disassembly, and evaluation of STOBER products
  • Personal Characteristics
  • Strong communication skills, both written and verbal as required
  • Strong analytical, numerical, and reasoning abilities
  • Participative work style
  • Good interpersonal skills, remains professional and courteous even in challenging situations
  • Ability to establish credibility and be decisive
  • Results-oriented with a high level of initiative
  • Reliable both in terms of time and work load
Education/Experience:
High School Diploma or Equivalent, BS or Equivalent Experience Preferred
Communication Skills Essential
3+ Years of Experience in an Evaluation/Repair Environment a Plus
SAP Experience Essential