Service Technician & Operations Specialist

Service Technician & Operations Specialist

Friday, July 5, 2024

Company description

We solve the world’s cleaning and transport cooling problems with products that are environmentally sustainable, do not generate waste streams, and are occupationally safe.

Our dry ice cleaning and dry ice production products put recycled CO2 to work - replacing harmful processes with a water-free, waste-free, and chemical-free solution.

Cold Jet is the global leader in dry ice technology. We are growing rapidly and will continue to maintain our dominant market position by hiring, training, and retaining talented, energetic, and entrepreneurially-minded individuals around the world.

Our Culture

We have built a culture that encourages success and promotes an environment of innovation and free-thinking. Initiative, hard work, and achievement are attributes that we value and they do not go unnoticed.

We set challenging goals for individuals and our company as a whole, and those that perform and produce results are rewarded, both financially and professionally.

The opportunities are limitless for those that take part in steering the company to success and driving the company to further growth.

For more information about Cold Jet, please visit www.coldjet.com .

The Service Technician & Operations Specialist 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 be located in Cambridge, Canada and will report to the Vice President, Customer Service Americas & Asia.

• Perform equipment repairs at some customer sites in the field and at Cold Jet’s Cambridge office, performing electrical and mechanical troubleshooting and repair on industrial machinery.
• Provide technical phone 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, including international travel.
• Resolve customer issues diplomatically, and create value for both customers and Cold Jet in a professional manner.
• Communicate clearly and effectively with customers in a training situation.
• Effectively apply technical and logical methodologies to solve problems in stressful and difficult environments.
• Effectively schedule workload, material, and parts needed to complete tasks in a timely manner and to the satisfaction of the customer.

Operations Support Responsibilities

Inventory Management

• Develop and implement inventory control procedures and sequence of operations within Cold Jet’s Cambridge office to optimize inventory flow as well as ensure inventory accuracy and correct use of systems.
• Review monthly inventory trends and discuss variations with the inventory manager.
• Recommend the replenishment of inventory as required by sales activity.
• Work in collaboration with the Inventory Manager, plan and execute cycle counts and annual inventory audits.

Generation of Revenue within Assigned Territories

• Work effectively with the regional sales representatives to service their customers and grow their territories.
• Work with customers, look for opportunities to propose add-on sales of spare parts, accessories, extended service plans, spare part kits, etc.
• Work with the Cold Jet CRM software and log all customer issues that are not immediately resolved.
• Track and share calls taken, orders taken, calls opened, calls closed, and other relevant productivity measures.
• Identify and pass along to regional sales representatives opportunities for additional machine sales.

Shipping

• Pull ordered machines, parts & accessories from inventory and prepare them for shipment.
• Crate, band, wrap, box, or otherwise package machines or parts for shipment.
• Select carriers and schedule freight trucks for machine shipments.
• Prepare paperwork for domestic shipments.
• Load machine shipments onto trucks using industrial equipment.
• Enter shipment, receiving, and other data into the ERP system.
• Accept, open, and verify incoming shipments from carriers such as UPS.
• Stock incoming parts in the appropriate location.
• Communicate with customers, external and internal, regarding the status of shipments.
• Operate forklift and other industrial lift equipment.

Department Support

• Listen to, understand, gain knowledge of customer needs, issues, problems, and with empathy, satisfy customers with the 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.
• Assertive - persists in driving sales.
• Technical Savvy the ability to discuss our products intelligently on a technical level as well as the ability to set-up and troubleshoot equipment.
• Goal Directed driven to achieve goals set by self and others.
• Resilient & Adaptive responds professionally to setbacks and learns from negative experiences to adapt sales approach.
• Plans work well plans the most efficient method of performing work within his / her regions.
• People Skills / Communication relates to and communicates with diverse personalities and in diverse situations.
• Customer service responsive to the needs of internal and external customers.
• Commitment to company success - willing to take risks, both company and personal, and do what it takes to get the job done.

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