Mobile Service Technician

POSITION SUMMARY

This position contributes to an atmosphere of total quality customer service and strives to ensure customer equipment is operating in a good condition by providing maintenance service at client sites and at Nelson’s Bus Service facilities. This position shall be required to travel to client locations on a frequent basis. At times this position may act as a mentor to new technicians needing additional experience working on more complex issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

• Perform repairs, including but not limited to: vehicle maintenance, vehicle defects, recalls, warranty repairs, and diagnostic tests at customer locations and at company locations.
• Establishes and maintains customer relationships by providing total quality customer service that exceeds expectations.
• As necessary, identifies other repair opportunities at customer locations to maximize the efficiency of the trip to the customer’s facility.
• Assists other technicians in performing technical activities and resolving issues
• Communicates with supervisor and assists in resolving customer maintenance needs while maintaining efficiency in maximizing the billable hours for the technician’s time.
• Explains technical diagnoses and needed repairs to non-mechanical individuals which may include other teammates and customers.
• Continuously learns new technical information and techniques in formal training sessions in order to stay abreast with rapidly changing automotive technology.
• Maintain vehicle parts inventory to fulfill planned and unexpected repairs. Must be detail oriented to ensure proper billing of inventory used at customer locations.
• Properly documents time spent in various work activities for proper billing and meeting Service Division efficiency goals.
• Requests necessary materials, parts, and tools for each job. Demonstrates accuracy and attention to detail in completing service paperwork on a timely basis in support of company’s billing procedures.
• Uses electronic database tools to access and record time records and repair/maintenance information.
• Maintains a safe and organized workspace either at customer locations or company locations.
• Frequent travel is required of this position.

Other Duties and Responsibilities

• Follows, upholds, and promotes Nelson’s Bus Service, Inc. policies and procedures; upholds organizational values; exhibits respect and sensitivity for cultural differences; promotes a harassment-free work environment; demonstrates knowledge of EEO practices and guidelines.
• Observes safety and security procedures; reports unsafe conditions to management team. Demonstrates a commitment to company safety and risk management efforts.
• Performs other duties as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty competently. The requirements listed below are representative of the knowledge, skill, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma plus two-year technical diploma in an Automotive Technology field and three (3) years of related work experience or the equivalent combination of related work experience and formal education demonstrating the ability to complete the essential functions of the job. Diesel truck or bus experience and electrical system troubleshooting are requirements of this position. Ability to calculate figures and amounts such as proportions, percentages, area, circumference and volume. Ability to apply basic concepts of algebra.

Knowledge, Skills and Abilities

• Knowledge of vehicle diagnosis, repair, and maintenance with experience as a mechanic.
• Knowledge of traffic laws, ordinances, and regulations governing equipment operation.
• Knowledge of preventative maintenance of equipment (i.e. diesel vehicles, trucks, shop equipment, etc.).
• Ability to operate hand tools, air tools, power tools, forklift, and pallet jack. This position must be able to utilize tools and equipment for the purposes of vehicle maintenance and repair,
• Ability to read and interpret written information including procedure manuals, work orders, technical manuals, warranty claim sheets, manufacturer specifications, parts books, catalogs, invoices, memos, and reports.
• Ability to operate office equipment (copier, fax, printers) video and voice communication equipment.
• Ability to listen to and communicate with managers and co-workers in English as well as with all sectors of the general public.
• Ability to read and comprehend simple instructions including Wisconsin Commercial Driver’s Manual, employee handbook, short correspondence, memos, and route maps/information.
• Ability to write simple correspondence such as work orders (lists of parts used, tasks performed, time spent, etc.) maintenance forms and reports as requested/required. Ability to professionally communicate in writing to respond to inquiries from leadership, customers, employees, and the general public.
• Must have moderately developed PC skills including: word processing, spreadsheet, Internet, e-mail, task/job documentation software, and timekeeping applications.
• Customer service skills including the ability to effectively speak to customers, other employees, and organizational leadership.
• Must show sensitivity needed to deal with complaints.

Certificates, Licenses, Registrations

• Must be 21 years of age.
• Valid Wisconsin Commercial Driver’s License with Passenger, Air Brake, and School Bus endorsements is required. ASE School Bus Certification, Cummins Certification, and Detroit Diesel Mid-Range Certification are preferred. These certifications are required for the technician to be successful traveling alone and being able to meet the repair demands of the customer.
• Must successfully pass the pre-employment Department of Transportation fitness for duty; drug, alcohol testing, physical examination and background check including review of driving record. Must have a commendable driving record.

Interactions and Communications

Provides specialized information and/or recommendations to others regarding an area of expertise. Strong written, verbal and interpersonal skills are required. Must be able to read and write and otherwise communicate in English at a level consistent with ability to perform the following job functions:

• Ability to read, analyze, and interpret written information including safety rules, maps, operating instructions, governmental regulations, manufacturer and technical procedures/manuals.
• Ability to speak both one-on-one and to groups, customers, co-workers, and the general public as requested.

Work Hours

Regular hours of work and scheduled overtime are determined and approved by management based on the operating needs of the business. Attendance, punctuality, and consistency are requirements of the position. Employee shall ensure work responsibilities are covered when absent. Arrival at customer appointments, meetings and worksite locations on time is expected of the position. Must be flexible to deal with work schedule changes due to unexpected events.

Decision Making

This position has authority to make decisions that are within detailed/general procedures and protocols and under close supervision. These decisions directly impact performance in the specific job and/or service division and immediate supervision is suggested for matters employee encounters without procedure/precedent for their decision-making.

Thinking and Problem Solving

In relation to established procedures, protocols and policies of the company, challenges in this position tend to be diverse, but are typically covered by established practice, manufacturer information, or industry precedent.

Computer or Technology Tools & Equipment Used

• Telephone
• Computer/Printer
• Calculator
• Copy Machine
• Diagnostic Equipment
• Fax Machine
• Impact Wrench(es)
• Car/Truck Hoists
• Hand Tools (all)
• Multi-meter
• Test Light
• Air Tools

PHYSICAL DEMANDS/WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequently required to stand, walk, use hands to finger, handle, or feel, talk, hear and smell. Regularly required to climb or balance, stoop, kneel or crawl. Regularly required to reach with hands and arms and use foot to operate brake and accelerator pedals. Occasionally required to sit.
• The employee frequently is required to lift, push, or pull up to 25 pounds; regularly required up to 50 pounds, and occasionally lift and/or move up to 100 pounds or more.
• Specific vision requirements include close, distance, color, peripheral, depth perception, and ability to adjust focus.
• The employee will be exposed to a work environment containing a loud noise level. Use of personal protective equipment is required.
• The employee is frequently exposed to moving mechanical parts. Frequently working with or near moving vehicles, their fumes, and airborne particles. These vehicles often have lifts and ramps which can expose the employee to additional risk. Occasionally works in high places such as bus roofs or on a ladder.
• The employee will be exposed to occasional vibration from utilization of impact tools.
• Employee will be exposed to various weather conditions.
• Personal protective equipment is required.

SELECTION GUIDELINES

Formal paper or electronic application; rating of education and experience; verification of driver license; oral company interview; reference check; background check; and post-offer medical examination including drug screen. Other job-related tests may be required.