Service Technician

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  • Cleveland, OH, USA
  • 2022-05-06
Manufacturing firm in need of a Service Technician.
Summary: Responsible for responding to customer service requests, supporting the areas of product design and development and the improvement of existing products by performing the following duties:
 Handles calls from customers raising post-shipment issues about Mayfran products and takes action to resolve the issues.
 Travels to customer sites and performs installs, start-ups, troubleshoots, repairs and modifies new or existing equipment.
 Traveling may account for up to 75% of annual work schedule, some of which may occur on weekends and holidays.
 Able to perform fit-up work at a high standard including welding, cutting and grinding of steel products
 Frequently requires travel at a moment’s notice.
 Conducts inspection and preventative maintenance for existing equipment.
 Provides feedback to engineering regarding field problems and solutions.
 Provides maintenance and equipment training service to the customer bases.
 Has a sense of urgency when repairing equipment.
 Relays customer suggestions and own ideas for product improvement to Product Development Engineering.
 Suggests new product ideas to Sales and Product Development Engineering.
 Composes Field Service Reports after every visit to a customer, with an eye towards prevention of future service issues.
Competencies: To perform the job successfully, an individual should demonstrate the following competencies:
 Analytical – Collects and researches data.
 Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
 Customer Service – Responds promptly to customer needs; Returns phone-calls and e-mails within 24-hours except for
weekends and other time off. Meets commitments.
 Cost Consciousness – Works within approved budget; Develops and implements cost saving measures; Conserves
organizational resources.
 Judgment – Exhibits sound and accurate judgment; Supports and explains reasoning.
 Motivation – Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles.
 Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently.
 Professionalism – Accepts responsibility for own actions; Follows through on commitments.
 Written Communication – Presents data effectively.
 Oral Communication – Listens and gets clarification; Participates in meetings.
 Technical Skills – Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to
continuously build knowledge and skills; Shares expertise with others.
 Attendance/Punctuality – Is consistently at work and on time.
 Initiative – Seeks increased responsibilities.
 Innovation – Meets challenges with resourcefulness.
 Adaptability – Manages competing demands.
 Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and
welcomes feedback; Contributes to building a positive team spirit.
 Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; Supports
organization’s goals and values.
 Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to
improve performance; Monitors own work to ensure quality.
 Diversity – Promotes a harassment-free environment.
 Safety and Security – Observes safety and security procedures.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education and/or Experience:
Over 5 and up to 10 years of previous qualifying experience and the period of adjustment on the job to perform duties
effectively under normal supervision. Broad knowledge of Mayfran products and applications, and ability to solve mechanical
and electrical repair issues.
Computer Skills: Epicor, MS Office.
PHYSICAL DEMANDS: Moderate physical demand frequently (40 – 70% of the time) with average 25- 60# effort.
Continuous mental and visual attention with constant alertness or activity.