Technical Service Coordinator

About the role

The Technical Service Coordinator at GIW Industries Inc. is a key member of the Thomson Service Center team. This is a hands-on position that requires strong customer and people skills, as well as the ability to handle high-pressure situations.

Responsibilities

• Execute all work in accordance with KSB and GIW Industries Inc. policies and procedures.
• Ensure all work is carried out in a clean and safe environment.
• Review and interpret service orders and JDS forms for product specifications such as scope of work and special instructions and requirements from the customer.
• Interpret GIW/KSB and vendor engineering drawings and communicate information to the shop floor in a clear and concise manner.
• Prepare detailed condition reports for quote generation, work instructions and transmittal to customers.
• Continual coordination and interaction during all stages with Service and Operations Manager, shop personnel, sales and vendors to ensure customer expectations are met.
• Aid and lead in the disassembly/assembly of various rotating equipment in accordance to the correct procedures.
• High level of customer contact and communication. Excellent customer and team communications skills.
• Schedule and coordinate jobs and projects from start to finish both in ERP systems and on shop floor. Ability to multi-task while maintaining control over projects.
• Using ERP systems capture relevant time entries. Using ERP systems set up operation steps and job tasks for disassembly/repair processes. Using ERP systems create repair bill of material, release purchase requisitions to initiate expediting process with the relevant purchasing department.
• Quote gearbox, pump repairs, machine shop, fabrication, field service, power generation, industrial wastewater, municipal and general industrial projects.
• Communicate with vendors to obtain the fastest turnaround time on parts and material pricing.
• Assist with implementation of department goals.
• Compile and complete internal technical repair work scopes, mark up drawings, vendor and customer RFQ, quality control plans and customer condition reports.
• Liaison with GIW/KSB vendors to assist with obtaining pricing and availability of spares and services for service related jobs.
• Schedule and manage job flow through the entire process.
• Perform other duties as assigned.

Requirements

• 5 to 8 years’ experience in an industrial environment with mechanical and technical aptitude to include the ability to read and interpret drawings.
• Familiarity and understanding of the different pump designs, pump components and other rotating equipment.
• Familiarity and understanding of different shaft seals and sealing plans, to include mechanical seals and packing.
• Familiarity and understanding of different bearings and bearing arrangements to include Babbitt bearing and roller bearings.

Qualifications

• PREFERRED: Bachelor’s degree in engineering, or related technical field with 2-3 years’ experience.
• ALTERNATIVE: Two-year degree in a technical or mechanical field with 3-5 years’ experience or 5 to 8 years’ experience in a custom manufacturing or service environment.

Skills

• Excellent verbal and written communication skills.
• Must be multi-task oriented, dependable, ethical, responsive, and able to manage stress and adapt to change within a fast-paced environment.
• Excellent organizational skills.
• Ability to work well in a team environment.
• Patience and proven problem-solving skills.
• The ability to manage service quotations and orders processes.
• The ability to participate on cross-functional teams.
• The ability to prioritize work based on urgency.
• Technical writing skills are mandatory to manage writing technical reports describing condition, repairs and failure analysis.
• The ability to convey pictorially, verbally and in writing detailed assessment of equipment and failure modes.
• Excellent understanding of measuring units and the ability to convert metric and imperial units.
• Understanding of material and pump applications, to include reading pump curves, blueprints and service manuals.
• Strong understanding of bearing fits, gearing, failure analysis, and repair methods.
• Computer skills – ERP (SAP/C4C, Oracle, CRM, etc.), Microsoft (Outlook, Word, Excel, SharePoint), Adobe and AutoCad.
• Understanding of business flow in a service and/or manufacturing environment.

Performance Expectations

• Develop and maintain excellent relationships with customers internal and external, sales team, and others to facilitate the KSB SupremeServ by GIW Industries business model (GIW is a partner, not a supplier).
• Develop and maintain professional oral and written communication skills.
• Perform duties in a manner that exhibits transparency, accountability, courtesy, timeliness, initiative and professionalism.
• Maintain an organized, safe, healthy work environment.
• Maintain computer skills required for efficient and effective processing of quotes and orders and to provide process documentation/mapping as required.
• Ability to work overtime as needed based on business needs.

Physical Requirements

• Depending upon the particular needs of the area/department, physical requirements may include, but are not limited to lifting up to 70 lbs, squatting, pulling, kneeling, pushing, and bending.
• Must be able to wear a respirator to fulfill painting responsibilities.