Service Technician

Building strong relationships with our customers goes far beyond having the parts they need or reducing their down time. It’s about understanding the entire customer journey; starting with what they experience from the moment they start thinking about buying a part or requesting technical support, and ending when they receive an invoice and pay us. We must make that “journey” as straightforward, transparent, and efficient as possible. It must be a journey each customer looks forward to making again.

Key Responsibilities

1. Customers: Provide exceptional customer service and ensure that customer’s needs are met by:

• Providing in-shop and in-field support, including troubleshooting, diagnosing, and repairing customer equipment accurately and efficiently.
• Maintaining regular communication with customers to explain estimated time of arrivals, work to be performed, answer questions, and offer maintenance recommendations.
• Assisting CSRs with the PDIs and Setups of new machines.
• Identifying potential issues on machines during service calls and recommending maintenance, repairs, or upgrades to customers.
• Conducting post-season and pre-season machine inspections, advising customers on recommended maintenance to keep their equipment running optimally.
• Following up as needed to ensure that customer concerns are not left unresolved.

2. Employees: Support and contribute to the success of the entire team by:

• Assisting and mentoring less experienced Technicians to help them develop their skills and ensure high-quality service.
• Participating in Spudnik’s Training program to develop critical knowledge and skills required to be an expert in the industry.
• Staying up-to-date on new equipment, maintenance techniques, and safety protocols through continued training.

3. Store Operations: Help create a collaborative work environment and optimal service operations by:

• Communicating openly with other Technicians, Parts personnel, and the Service Manager to ensure efficient job coordination and customer satisfaction.
• Ensuring accurate and thorough completion of all SROs, including documenting repairs, parts used, and recording labor hours.
• Following Spudnik Standard Operating Procedures.
• Maintaining the cleanliness and organization of the Store to expected levels.
• Model company values – We listen, We walk our talk, We challenge tradition, We do the right thing, We work safe.
• Other duties and responsibilities may be assigned as necessary.