Technical Service Assistant - Drilling Solutions
About The Position
To assist the Service Manager with the overall functions of the service department, with a specific focus on rock drills, crushing and screening product lines in a manner that meets the needs of all departments at the branch along with customers and the company. Organizational Relationships: This position will directly report to the Branch Service Manager. The position will work closely with the Product Support Manager of Drilling Solutions in the tracking of maintenance schedules; inspection reviews associated with drills. Interface relationships will include Service Administration, Field Service Supervisor, Shop Foreman, Parts Manager / Countermen, Sales Manager, CSR, Rental Coordinator, Fleet Maintenance Manager, Warranty Manager, Service Trainer, Credit Manager / Assistants, and accounting personnel. In addition, this position may assist Manufacturer representatives as well as outside vendors and suppliers.
Requirements
- Must have good written and oral communication skills.
- Proficient with a computer, including the use of Microsoft programs (Word, Excel, PowerPoint, etc.) and diagnostic use using manufacturer provided programs.
- Must have a good working knowledge of equipment operations and mechanical functions.
Nice To Haves
- Must have 5 or more years’ experience in the Heavy Equipment and Drilling support industry.
- Capable of working with limited supervision / self-starter.
- Must be capable of dealing with the various personalities and skill set levels of technicians, other employees and customers. Good organizational skills.
- Must be a team player, comfortable in a group setting.
- Ability and initiative for continuous learning.
- Capable of initiating follow-up.
- Maintain excellent customer relations.
Responsibilities
- Review Technician reports daily for accuracy, appropriate detail, and completion.
- Open and close work orders as directed.
- Review technicians machine inspections for drills, crushing and screening products.
- Create a repair list from inspection information, identify and separate warrantable repairs and customer repair responsibility.
- Create a repair estimate from inspections including parts availability and labor. The estimates will be reviewed by the Service Manager and Product Support Manager for accuracy and pricing.
- The Product Support Manager will present inspection interval findings and repair estimates to customers for approval prior to repair.
- Through web-based tools, track drifter, floating sub and rotation gear box assemblies for scheduled service or replacement.
- Track preventative maintenance service intervals and inspections intervals. Provide weekly updates to Field Service to allow for scheduled completion of service interval.
- Preventative maintenance intervals for all associated machines, drifter rebuild completions, rotation and floating sub exchanges will be updated and housed under machine specific accounts in CRMseries.
- Gather warranty information and prepare warranty work orders for submission to PECO warranty team for Epiroc and Kleeman.
- Manage warranty parts ensuring they are accounted for and properly kept for the appropriate timeframe for Epiroc and Kleeman Warranty jobs.
- Be able to issue and process expense purchase orders for the service department as needed.
- Assist in handling incoming customer calls to the service department, take messages and gather information from customers.
- Assist in giving information to customers about status of their equipment as needed.
- Assist technicians or Service Manager in gathering information as needed to scope a pending job.
- (This would include being fluent in utilizing manufacturer and in-house electronic information tools such as, Intellidealer, My Epiroc, Certiq, JD Link, etc.)
- Capable of obtaining technical information via computer and telephone from manufacturer provided sources.
- Assist by adding additional technical support when required for shop, field and rebuild room repair projects.
- Perform any or all other duties that are needed for the service department & branch as directed by the Service Manager.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
251-500 employees
