Service Technician

Service Technician

The Service Technician is responsible for providing installation, service and troubleshooting support on primarily dry ice blasting machines but also dry ice manufacturing equipment in our office and in the field.  The person will ensure timely follow up on service opportunities, support on operational, office tasks and provide accurate documentation of quotes & service orders. This position will report to the Vice President, Customer Service Americas & Asia.

Technician Responsibilities

• Perform equipment repairs at some customer sites in the field and at Cold Jet’s office, performing electrical and mechanical troubleshooting and repair on industrial machinery
• Provide technical remote support & hands on troubleshooting
• Generate and update service quotes, service call orders and job entries in company software systems and complete associated paperwork

• Contribute to sales of parts and service
• Support other Cold Jet departments, sales, engineering and operations
• Able and willing to travel up to 10% of the time.
• Resolves customer issues diplomatically, and creates value for both customers and Cold Jet in a professional manner
• Communicates clearly and effectively with customers in a training situation
• Effectively applies technical and logical methodologies to solve problems in stressful and difficult environments
• Effectively schedules work load, material and parts needed to complete tasks in a timely manner and to the satisfaction of the customer

Department Support

• Listen to, understand, gain knowledge of customer needs, issues, problems, and with empathy, satisfy customers with best solutions above and beyond the normal call of duty
• “Own” customer requests and issues, follow-up to ensure 100% satisfaction
• Handle all company business in the best interest of both customer and Cold Jet by creating value and providing win-win solutions
• Build a long-term relationship with the customers so they can recognize you as a point of contact for customer service needs
• Purchase office supplies and office services for the office
• Forward business correspondence to headquarters and disseminate local correspondence from headquarters

Position Requirements

Education & Experience

• Degree in a technical field or equivalent military training 
• 5+ years’ experience in field service working with mechanical equipment

Skill Competencies

• Proficient level skills with MS Office, especially Excel, and ERP & CRM applications
• Strong business communication skills, from oral presentations to business writing
• High attention to detail
• Strong mechanical aptitude