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Job Title:   Service Technician – Power Management Products

Department:  Engineering/Technical Services

Accountability: This position reports to the Technical Services Supervisor

Responsibilities:                                              

• Product Returns and Repairs:
  • Receive and ship customer returned units, as needed
  • Perform inspection, test, and evaluation on returned equipment
  • Identify and confirm customer complaint(s) related to returned product
  • Perform diagnostic and repair services on defective equipment 
  • Provide product inspection, test, and evaluation services on returned product
  • Document all findings (database entries, pictures, etc.)
  • Communicate new and/or unique findings to quality and engineering 
  • Escalate findings related to product/customer safety (as required)
• Returns Administration:
  • Assist with customer support (phone calls and emails) for product claims and returns
  • Process returns and credits according to account contracts and product warranties
  • Support Advanced Warranty Replacements (ADW) and other service programs
• Inventory:
  • Receive/transfer inventoried items (as needed)
  • Support quarterly cycle counts on components used in service
• Receiving and Shipping
  • Receive customer returns (itemize and inspect)
  • Package all returns for safe shipping and handling

Requirements:                 

• Knowledge of mechanical assembly and production techniques 
• Knowledge of electrical/electronic principles and test methods 
• Hands-on experience with electrical/electronic/mechanical equipment repair
• Knowledge of AC and DC power management products and applications 
• Effective communication skills and professional attitude
• Effective problem solving and troubleshooting skills
• Ability to make individual contributions to collaborative efforts
• Ability to maintain effectiveness with changing priorities/assignments
• Ability to learn, understand, and apply new information and techniques
• Ability to maintain data entries utilizing various CRM and ERP database tools
• Appreciation for attention to detail, accountability, self-motivation, self-awareness
• Appreciation for policies/procedures and ability to follow instructions/take direction
• Must be able to lift and move up to 50lbs on a regular basis
• Employee must be able to tolerate long periods of standing
• Visual requirements include close vision, color vision, depth perception and ability to focus
• Physical accommodations will be made to enable individuals with disabilities to perform essential job functions

Work Environment – Shop Area:

• Chemicals (See MSDS)
• Dust
• Noise
• Protective Clothing and Equipment May be Required

Prepared by: Human Resources

Approved by: Technical Services Manager