Service Technician and Operations Specialist

Technician Responsibilities

• Perform equipment repairs at customer sites and in the office.
• Provide technical phone support and hands-on troubleshooting.
• Generate and update service quotes, service call orders, and job entries in company software systems.
• Support other Cold Jet departments, sales, engineering, and operations.
• Able and willing to travel up to 10% of the time, including international travel.
• Solve customer issues diplomatically and create value for both customers and Cold Jet.
• Communicate clearly and effectively with customers in a training situation.
• Apply technical and logical methodologies to solve problems in stressful and difficult environments.
• Schedule workloads, materials, and parts needed to complete tasks in a timely manner and to the satisfaction of the customer.

Operations Support Responsibilities

• Develop and implement inventory control procedures and sequence of operations within Cold Jet’s Rancho Cucamonga office.
• Review monthly inventory trends and discuss variations with the inventory manager.
• Recommend replenishment of inventory as required by sales activity.
• Work in collaboration with the Inventory Manager to plan and execute cycle counts and annual inventory audits.

Generation of Revenue Within Assigned Territories

• Work effectively with regional sales representatives to service their customers and grow their territories.
• Look for opportunities to propose add-on sales of spare parts, accessories, extended service plans, and spare part kits.
• Log all customer issues that are not immediately resolved in the Cold Jet CRM software.
• Identify and pass along opportunities for additional machine sales to regional sales representatives.

Shipping

• Pull ordered machines, parts, and accessories from inventory and prepare them for shipment.
• Select carriers and schedule freight trucks for machine shipments.
• Prepare paperwork for domestic shipments.
• Enter shipment, receiving, and other data into the ERP system.
• Communicate with customers regarding status of shipments.
• Operate forklift and other industrial lift equipment.

Department Support

• Listen to, understand, and gain knowledge of customer needs, issues, and problems with empathy.
• Satisfy customers with best solutions above and beyond the normal call of duty.
• “Own” customer requests and issues, follow up 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 long-term relationships with customers to recognize you as a point of contact for customer service needs.
• Purchase office supplies and office services for the office.
• Forward business correspondence to headquarters and disseminate local correspondence from headquarters.

Position Requirements

• Education & Experience: Degree in a technical field or equivalent military training, 5+ years’ experience in field service working with mechanical equipment.
• Skills: Proficient level skills with MS Office, especially Excel, and ERP & CRM applications; strong business communication skills; high attention to detail; strong mechanical aptitude.

Behavioral Competencies/Personal Traits

• Outgoing, engaging personality.
• Assertive - persists in driving sales.
• Tech-savvy – the ability to discuss our products intelligently on a technical level as well as the ability to set-up and troubleshoot equipment.
• Goal-directed – driven to achieve goals set by self and others.
• Resilient & adaptive – responds professionally to setbacks and learns from negative experiences to adapt sales approach.
• Planner – plans the most efficient method of performing work within his/her regions.
• People skills/communication – relates to and communicates with diverse personalities and in diverse situations.
• Customer service – responsive to the needs of internal and external customers.
• Commitment to company success – willing to take risks, both company and personal, and do what it takes to get the job done.

About Cold Jet

Cold Jet is an innovative, energetic company that prides itself on the design, production, and sales of world-class, state-of-the-art dry ice technology. Cold Jet is managed by a knowledgeable and experienced team of dynamic and dedicated professionals, working towards a clear vision. Through their leadership, individuals and teams achieve challenging and focused goals, fostering personal achievement and loyalty to a company that values a job well done. By recruiting, hiring, training, and retaining the most talented professionals, we continue to build our legacy of innovation and excellence. Learn more about our culture at careers.coldjet.com.