Service Technician

Position Summary

This position reports to the Manager, Quality and Service and contributes to the successful accomplishment of TWG goals by timely completing RMA returns, efficiently validating testing of new or modified products, providing competent, professional field support to customers and making recommendations for new/improved processes that increase department efficiency, and/or increase revenue. This position is also responsible for, with authority to follow ISO procedures, initiating action to prevent problems, documenting quality problems, contributing to problem solutions, verifying implementation of solutions, controlling further processing when a problem is identified, protecting the environment, including preventing pollution, analyzing or identifying areas for correction or improvement. This position will contribute to the success of the operations of TWG by performing the following duties personally as listed in the Essential Duties and Responsibilities section as directed. Other essential duties and responsibilities may be assigned as required.

ESSENTIAL DUTIES AND RESPONSIBILITIES (functions)

• Assist in the daily workflow of the Service group, including scheduling of RMAs, Validation Test, Service calls, or other tasks as assigned by Leadership.
• Provide root cause analysis data to applicable departments.
• Repair parts, assemblies performing mechanical tasks.
• Write detailed repair procedures and or test reports as directed and maintain in Test Procedure library/Standards Library.
• Write RMA's as required on units to be returned for repair or credit and prepares sales orders for RMA repairs.
• Provide field support as assigned; including (not limited to) on-site diagnostics, repairs, part sales, and customer presentations.
• Keep record of service calls, sales orders, RMA's, warranties and credits as directed and required.
• Serve as trainer and mentor to new technicians in the area as needed.

JOB QUALIFICATIONS

• Must have a safety-focused, positive, professional and respectful attitude and communications always within and outside TWG and / or Dover OPCS, both domestically and internationally.
• Must demonstrate the ability to recognize problems, the willingness to respectfully confront problems and demonstrate problem solving skills.
• Must be open to opportunities to learn and develop new skills.
• Makes timely decisions and approaches all situations with integrity.
• Analyzes job tasks to efficiently perform the job requirements in a timely manner.
• Develops and maintains methods, procedures, attitudes and skills to provide quality work.
• Maintains a safe, clean, orderly and uncluttered work environment.
• Must be able to travel up to 50% as required and/or directed.

EDUCATION AND EXPERIENCE

• Associate degree or equivalent Mechanic Certification from two-year college or technical school in related field and up to 3 years minimum related experience and/or training; or equivalent combination of education and experience.
• Basic/entry level knowledge of mechanical elements/systems.
• Basic knowledge of troubleshooting/root cause analysis of mechanical systems.
• Basic ability to gather data, write reports, and present findings.

Preferred Experience

• Experience in gear trains, clutches, brakes, and supporting mechanical elements.
• Ability to read hydraulic schematics and perform diagnostics of hydraulic systems.

Job Arrangement

Onsite

Benefits

• A 401(k) savings plan with employer contributions.
• Medical, dental and vision insurance.
• Wellness programs.
• Health savings account, health care and dependent care flexible spending accounts.
• Company paid short-term disability and long-term disability.
• Company paid employee basic life and AD&D insurance.
• Supplemental employee and dependent life insurance.
• Optional accident, hospital indemnity and critical illness insurance.
• Adoption, surrogacy, and fertility benefits and assistance.
• Commuter benefits.
• Paid time off.
• Business travel services.
• Employee discounts.
• An employee assistance program that includes company paid counseling sessions and legal services.