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 customer sites and in the Rancho Cucamonga office. The role includes electrical and mechanical troubleshooting and repair, technical phone support, service documentation, and follow-up on service opportunities. It also supports office operations, inventory management, shipping, customer service, and revenue generation. Based in a small office, the position involves a wide variety of tasks and reports to the Vice President, Customer Service Americas & Asia. Travel of up to 10%, including international travel, is required. Cold Jet describes itself as the global leader in dry ice technology, providing environmentally sustainable, water-free, waste-free, and chemical-free cleaning and cooling solutions. The company promotes a culture of innovation, initiative, hard work, achievement, and professional and financial rewards for results.

Requirements

Degree in a technical field or equivalent military training.
At least 5 years of field-service experience working with mechanical equipment.
Proficiency with Microsoft Office, especially Excel, and ERP and CRM applications.
Strong oral and written business communication skills.
High attention to detail.
Strong mechanical aptitude.
Ability and willingness to travel up to 10%, including internationally.

Responsibilities

Repair industrial machinery at customer sites and the Rancho Cucamonga office, including electrical and mechanical troubleshooting.
Provide technical phone support and hands-on troubleshooting.
Generate and update service quotes, service call orders, job entries, and related paperwork in company software systems.
Contribute to sales of parts and services.
Support the sales, engineering, operations, and other Cold Jet 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 during training.
Use technical and logical methods to solve problems in stressful and difficult environments.
Schedule workload, materials, and parts to complete tasks on time and to customer satisfaction.
Develop and implement inventory-control procedures and workflows to improve inventory flow, accuracy, and 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 serve customers and grow their territories.
Identify opportunities to offer customers spare parts, accessories, extended service plans, spare-part kits, and other add-on products.
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 productivity measures.
Identify opportunities for additional machine sales and pass them to regional sales representatives.
Pull machines, parts, and accessories from inventory and prepare them for shipment.
Package shipments 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 and stock parts in appropriate locations.
Communicate shipment status to internal and external customers.
Operate a forklift and other industrial lift equipment.
Understand customer needs and issues, respond empathetically, and provide appropriate solutions.
Take ownership of customer requests and follow up to ensure 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.
Forward business correspondence to headquarters and distribute local correspondence from headquarters.