Senior Service Technician

360 Recruiting Group•Newtown, CT

26d

About The Position

As a Senior Service Technician, you will be responsible for overseeing our service department, providing hands-on service, and ensuring the highest level of customer satisfaction through efficient and effective delivery of service. The Senior Service Technician will have a strong background in electro-mechanical equipment, including assembly methods and electrical testing processes. Your expertise with Service Processes and management skills will be crucial in maintaining our reputation as a leader in the Ultrasonics industry. Some responsibilities include: Delegating and directing service tasks; monitoring the progress of current projects, and managing service team members to ensure the team's objectives are met. Performing service-related work and projects for customers Handling customer complaints or concerns quickly and professionally. Managing the overall service department to ensure seamless operations and timely resolution of customer issues while ensuring efficient allocation of resources and timely resolution of customer issues. Developing and implementing service strategies to meet customer needs and improve service quality. Providing technical assistance to customers, service technicians, and field engineers on complex troubleshooting and repair tasks related to ultrasonic systems. Conducting regular training sessions for service technicians to enhance their technical skills and ensure adherence to company standards and safety protocols. Collaborating with the sales team to identify service opportunities and provide pre-sales technical support, including product demonstrations and consultations. Maintaining accurate service records, including equipment history, repairs, and customer interactions, using appropriate documentation and software systems. Collaborating with the engineering team to provide feedback on product performance, reliability, and serviceability to drive product enhancements and improvements. Staying updated with the latest industry trends, technologies, and best practices related to our equipment

Requirements

Technical High School or AS Degree in a technical discipline (electrical, mechanical, manufacturing)
Proven experience (5+ years) in a service leadership role within the ultrasonic or related industries.
Work cross functionally with Sales, Engineering, and Production to resolve customer issues.
Strong background in electro-mechanical assembly and test.
Excellent leadership, communication, sales, and customer service skills.
Computer literacy and good organizational skills.
Strong creative thinking and problem-solving skills.
The ability to work under pressure and handle stress.
Ability to travel domestically, as required, to support customer visits, installations, and service calls. Travel: 5% (approximately 10 -15 days per year)

Nice To Haves

Solid understanding of ultrasonic welding principles, processes, and equipment desired.
Proficiency in using service management software, CRM systems, and other relevant tools to maintain service records and analyze performance metrics.
A commitment to continuous learning and staying updated with the latest advancements in ultrasonic generator systems and liquid processing technologies.

Responsibilities

Delegating and directing service tasks; monitoring the progress of current projects, and managing service team members to ensure the team's objectives are met.
Performing service-related work and projects for customers
Handling customer complaints or concerns quickly and professionally.
Managing the overall service department to ensure seamless operations and timely resolution of customer issues while ensuring efficient allocation of resources and timely resolution of customer issues.
Developing and implementing service strategies to meet customer needs and improve service quality.
Providing technical assistance to customers, service technicians, and field engineers on complex troubleshooting and repair tasks related to ultrasonic systems.
Conducting regular training sessions for service technicians to enhance their technical skills and ensure adherence to company standards and safety protocols.
Collaborating with the sales team to identify service opportunities and provide pre-sales technical support, including product demonstrations and consultations.
Maintaining accurate service records, including equipment history, repairs, and customer interactions, using appropriate documentation and software systems.
Collaborating with the engineering team to provide feedback on product performance, reliability, and serviceability to drive product enhancements and improvements.
Staying updated with the latest industry trends, technologies, and best practices related to our equipment