Service Technician & Operations Specialist - Rancho Cucamonga

Cold Jet•Upland, CA

About The Position

Cold Jet is seeking a Service Technician & Operations Specialist to provide installation, service, and troubleshooting support for primarily dry ice blasting machines and also dry ice manufacturing equipment, both at the Rancho Cucamonga office and in the field. The position also supports operational and office tasks, follows up on service opportunities, and maintains accurate quotes, service orders, and related documentation. Based in a small office, the role covers a wide variety of responsibilities and reports to the Vice President, Customer Service Americas & Asia. The role combines technical service work with inventory management, territory revenue support, shipping and receiving, and customer and department support. It involves working with customers and regional sales representatives, maintaining records in company software systems, handling shipments, and operating industrial lift equipment. Travel of up to 10% is required, including international travel.

Requirements

Degree in a technical field or equivalent military training.
At least 5 years of field service experience working with mechanical equipment.
Proficient with MS Office, especially Excel, and ERP and CRM applications.
Strong business communication skills, including oral presentations and business writing.
High attention to detail.
Strong mechanical aptitude.

Responsibilities

Perform equipment repairs at customer sites and at Cold Jet’s Rancho Cucamonga office, including electrical and mechanical troubleshooting and repair of industrial machinery.
Provide technical phone support and hands-on troubleshooting.
Generate and update service quotes, service call orders, job entries, and associated paperwork in company software systems.
Contribute to sales of parts and service.
Support Cold Jet’s sales, engineering, and operations departments.
Travel up to 10% of the time, including internationally.
Resolve customer issues diplomatically and professionally, creating value for customers and Cold Jet.
Communicate clearly and effectively with customers in training situations.
Apply technical and logical methods to solve problems in stressful and difficult environments.
Schedule workload, materials, and parts effectively to complete tasks on time and to customer satisfaction.
Develop and implement inventory control procedures and sequences of operations to optimize inventory flow, accuracy, and proper system use.
Review monthly inventory trends and discuss variations with the inventory manager.
Recommend inventory replenishment based on sales activity.
Collaborate with the Inventory Manager to plan and conduct cycle counts and annual inventory audits.
Work with regional sales representatives to service customers and grow their territories.
Identify opportunities for add-on sales of spare parts, accessories, extended service plans, and spare-part kits.
Use Cold Jet CRM software to log customer issues that are not immediately resolved.
Track and share calls taken, orders taken, calls opened and closed, and other relevant productivity measures.
Identify opportunities for additional machine sales and pass them to regional sales representatives.
Pull ordered machines, parts, and accessories from inventory and prepare them for shipment.
Package machines or parts for shipment by crating, banding, wrapping, boxing, or other appropriate methods.
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 carrier shipments, including UPS deliveries, and stock incoming parts in the appropriate locations.
Communicate shipment status to internal and external customers.
Operate forklifts and other industrial lift equipment.
Understand customer needs, issues, and problems and provide empathetic, effective solutions.
Take ownership of customer requests and issues and follow up to ensure customer satisfaction.
Handle company business in the best interests of both the customer and Cold Jet by creating value and win-win solutions.
Build long-term customer relationships and serve as a point of contact for customer service needs.
Purchase office supplies and office services for the office.
Forward business correspondence to headquarters and distribute local correspondence from headquarters.