Service Technician & Operations Specialist - Rancho Cucamonga

Cold Jet is seeking a Service Technician & Operations Specialist who will be responsible for providing installation, service and troubleshooting support on primarily dry ice blasting machines but also dry ice manufacturing equipment in our office and in the field. The person will ensure timely follow up on service opportunities, support on operational, office tasks and provide accurate documentation of quotes & service orders. This position will be located in Rancho Cucamonga, California, which is a small office, so the person in this role wears many hats, doing a wide variety of tasks. This person will report to the Vice President, Customer Service Americas & Asia.

Technician Responsibilities

Perform equipment repairs at some customer sites in the field and at Cold Jet’s Rancho Cucamonga office, performing electrical and mechanical troubleshooting and repair on industrial machinery
Provide technical phone support & 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 10% of the time, including international travel
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

Operations Support Responsibilities

Inventory Management

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

Generation of Revenue within Assigned Territories

Work effectively with the regional sales representatives to service their customers and grow their territories
Work with customers, look for opportunities to propose add-on sales of spare parts, accessories, extended service plans, spare part kits etc.
Work with the Cold Jet CRM software and log all customer issues that are not immediately resolved
Track and share calls taken, orders taken, calls opened, calls closed, and other relevant productivity measures
Identify and pass along to regional sales representatives opportunities for additional machine sales

Shipping

Pull ordered machines, parts & accessories from inventory and prepare them for shipment
Crate, band, wrap, box or otherwise package machines or parts for shipment
Select carriers and schedule freight trucks for machine shipments
Prepare paperwork for domestic shipments
Load machine shipments onto trucks using industrial equipment
Enter shipment, receiving and other data into the ERP system
Accept, open and verify incoming shipments from carriers such as UPS
Stock incoming parts in the appropriate location
Communicate with customers, external and internal, regarding status of shipments.
Operate forklift and other industrial lift equipment

Department 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” 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 a long-term relationship with the customers so they can 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

Skill Competencies

Proficient level skills with MS Office, especially Excel, and ERP & CRM applications
Strong business communication skills, from oral presentations to business writing
High attention to detail
Strong mechanical aptitude