JOB TITLE: PRODUCT SUPPORT TECHNICIAN
Department: Aftermarket Programs
Reports to: Service Manager
FLSA: [X] Exempt [ ] Non-Exempt
JOB SUMMARY:
Provide field service and in shop support as a global support team member on the Kalmar RT240 and other equipment. Provide outstanding customer service by performing service work and repairs as directed. Will complete all documentation required to insure prompt payment to KRTC. Seek to strengthen customer relationships leading to additional work and revenue. Be competent in diagnosing and repairing all systems on equipment in an efficient and timely manner. Supports service department by coordinating all travel documentation and parts order requests. Assist in vehicle hand off procedures to include loading/unloading. Processes all Warranty claims, maintains the Warranty database & files, correspond with customers on claim details, coordinate shipments with Parts Department. Reviews the repair actions and expenses, coordinate Supplier claims with Quality Department. Responsible for managing and maintaining all historical machine documentation files, entering data, monitoring machine locations and POC’s for same.
ESSENTIAL PERFORMANCE REQUIREMENTS:
· Must be prepared and willing to travel as directed. This is a job that requires performing work at the customer location. Travel may be in the United States and/or OCONUS.
· Troubleshoot, diagnose and repair machine hydraulic, mechanical and electrical systems.
· Possess understanding of operation and maintenance of components of the machine (engine, transmission, axles and electrical).
· Be able to connect and understand information obtained from diagnostic equipment (Cummins Insite, Kalmar Diagnostic programs and Hydraulic Test Reading).
· Possess basic operational skills necessary to determine reported malfunctions.
· Have a clear understanding and skills necessary to read and interpret information from wiring diagrams and or volt, ohm and amp meters.
· Understand machine operational characteristics for maneuvering, transporting, and testing.
· Perform any other operational tasks as required.
· Be able to perform work in extreme weather conditions and/or substandard worksite locations.
· Extensive working knowledge of Microsoft Office with emphasis on Excel, Word, and Power Point.
COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies:
- Problem Solving – Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully.
- Adaptability – Adapts to change in the work environment; Manages competing demands; Changes approach or methods to best fit the situation; Able to deal with frequent changes, delays or unexpected events.
- Organizational Support - Follows policies and procedures.
- Quality - Demonstrates accuracy and thoroughness.
- Safety and Security - Observes safety and security procedures.
QUALIFICATIONS:
To qualify for this job, an individual must be able to perform each essential performance requirement satisfactorily. The requirements listed below are representative of the training, experience, knowledge, and skills required for this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential performance functions listed above.
Education/Experience
High school diploma or general education degree (GED); or three to six years related experience and/or training; or equivalent combination of education and experience.
Knowledge and Skills
· Extensive knowledge of hydraulic equipment including three years of mechanical experience
· Possess interpersonal and customer relation skills
· Understanding of equipment warranties and service programs
· Have basic understanding of computer skills necessary to troubleshoot the different systems
· Be able to maintain composure in stressful and/or high pressure circumstances
· Must be able to qualify for security clearance on various military installations
· Must have valid driver’s license with good driving record
· Must be able to lift up to 50lbs
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
While performing the duties of this job, the employee is regularly exposed to work near moving mechanical parts. The employee is occasionally exposed to fumes or airborne particles; toxic or caustic chemicals and risk of electrical shock. The noise level in the environment is usually loud.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must regularly lift and/or move more than 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus. While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to walk; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to stand on platforms with a height of 12 to 15 feet for periods of 15 to 30 minutes throughout the work day.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.