Service Technician (Monterrey) - Industrial Machinery

Service Technician
The ECaSP Service Technician is responsible for troubleshooting and diagnostics with customers and repairing dry ice blasting equipment at Cold Jet service center. The Service Technician also supports service and installation of dry ice manufacturing equipment in the field. The Service Technician is responsible for preparing repair quotes in the ERP, documenting service orders in the CRM, provide operational support, and assist with general office tasks. This position will report to Managing Director of Cold Jet Latin America.
Technician Responsibilities

Perform equipment repairs at some customer sites in the field and at Cold Jet’s office, performing electrical and mechanical troubleshooting and repair on industrial machinery
Provide technical remote support to customers & hands on troubleshooting
Generate and update service quotes, service call orders and job entries in company software systems and complete associated paperwork

Contribute to sales of parts and service

Support other Cold Jet departments, sales, engineering and operations
Able and willing to travel up to 20% of the time.
Resolves customer issues diplomatically, and creates value for both customers and Cold Jet in a professional manner
Communicates clearly and effectively with customers in a training situation
Effectively applies technical and logical methodologies to solve problems in stressful and difficult environments
Effectively schedules work load, material and parts needed to complete tasks in a timely manner and to the satisfaction of the customer
Collaborates with colleagues across Sales, Engineering, and Operations to share knowledge and parts needs, ensuring problems are solved efficiently and customer satisfaction is achieved with minimum downtime.

Customer Support

Listen to, understand, gain knowledge of customer needs, issues, problems, and with empathy, satisfy customers with best solutions above and beyond the normal call of duty
“Own” all customer requests related to service work and follows-up with customers to ensure 100% satisfaction
Handle all company business in the best interest of both customer and Cold Jet by creating value and providing win-win solutions
Build a long-term relationship with the customers so they can recognize you as a point of contact for customer service needs

Position Requirements
Education & Experience

Degree in a technical field or equivalent
5+ years’ experience in field service working with mechanical and electrical equipment

Skill Competencies

Strong electrical and mechanical aptitude
Proficient level skills with MS Office, especially Excel, and ERP & CRM applications
Strong communication skills
High attention to detail

Behavioral Competencies/Personal Traits

Team player- motivated self-starter, ability to work autonomously
Customer service – responsive to the needs of internal and external customers
Assertive - takes ownership of customer support and service repair work
Technical Savvy – the ability to discuss our products intelligently on a technical level as well as the ability to set-up and troubleshoot equipment
Motivated – driven to achieve goals set by self and others
Resilient & Adaptive – responds professionally to set-backs and learns from negative experiences and adapts accordingly
Organized – plans the most efficient method of performing work
People Skills/Communication – relates to and communicates with diverse personalities and in diverse situations
Commitment to company success - willing to take risks, both company and personal, and do what it takes to get the job done