Repair Technician / Service Coordinator

Job Description : Job Description

Job Description

Under the direction of and reporting to the Factory Service Center Manager, the primary duties of the Repair Technician / Service Coordinator will be to perform quality repair and / or service work of Milwaukee products in accordance with prescribed procedures to ensure proper functioning, safety and reliability, deliver a high level of customer support and satisfaction, and drive operational efficiency in the Factory Service Center.

Duties and Responsibilities

Service / Repair

• Perform disassembly of units, diagnosis of operating difficulty, location, and replacement of worn or defective parts within expected times and troubleshoot in accordance with work instructions.
• Execute prescribed maintenance, inspections and make decisions as to feasibility of repairs.
• Use problem-solving skills to identify complex issues and find solutions quickly and efficiently.
• Adhere to safety protocols and guidelines to ensure the safety of themselves and others while working on product.
• Keep records of parts used and provide data for billing and / or warranty information.
• Manage inventory of spare parts and order replacements as needed to ensure that they are readily available for repairs.
• Recognize and report operational irregularities and defective materials for quality control.
• Set-up and perform electrical and mechanical tests to ensure product's repair and / or work performed is in conformance with prescribed quality standards and safe operation for customers.
• Work from parts sheets, specifications, and drawings.
• Provide training or guidance to end users on proper equipment usage and basic troubleshooting procedures.
• Maintain proficiency on current line of product through training to drive productivity and high-level quality of repair, while engaging in training on new product to expand capabilities.

Customer Support

• Respond to customer inquiries and requests via phone, email, chat, or in-person interactions in a timely and professional manner.
• Engage with customers to understand product service needs, provide updates on repair progress, answer questions, and address concerns, aiming to resolve them to the customer’s satisfaction.
• Assist in performing counter procedures including answering phones, order entry, placing orders, tracking, and assisting walk-in customer traffic.
• Ensure accurate and timely order fulfillment, and maintain customer records and databases with up-to-date information, including notes for future reference and analysis.
• Handle escalated customer issues and emergencies with composure and efficiency.

Operations

• Assist with sales and service counter duties; draw parts from stock as needed to service counter trade; maintain monetary transactions, customer records and receive and assist with inventories as required.
• Perform a variety of shipping and receiving duties in accordance with prescribed procedures.
• Visually inspect goods received and route for storage, repair and / or service.
• Fill and pack orders and repairs for shipment to customers; prepare shipping documents and determine shipping charges.
• Load and unload trucks and operate material handling equipment.
• Perform miscellaneous tasks as directed.

Job Requirements

• Requires an education equivalent to high school diploma or GED.
• One to two years of previous experience in electrical and / or mechanical repair is preferred.
• One to three years of experience in a customer service position is preferred.
• Proficiency in using various hand and power tools, diagnostic equipment, and software.
• Ability to lift to 50 lbs.
• Ability to maneuver heavy material, weighing up to 300 lbs.
• Must possess effective business communication skills and ability to understand local branch market.
• Strong analytical and problem-solving abilities are crucial for diagnosing and repairing equipment issues.
• Excellent interpersonal, communication and customer service skills for dealing with end users and customers.
• Adherence to safety protocols and guidelines is paramount to ensure personal safety and the safety of others.
• Acquire and maintain industry or product specific certifications or licenses that may be required.
• Proficiency with English, written and verbal.
• Bilingual (English / Spanish) a plus.
• Must be proficient in computer skills and Microsoft Office applications.
14 days ago