Repair Technician / Service Coordinator

Under the direction of and reporting to the Factory Service Center Manager, the primary duties of the Repair Technician / Service Coordinator will be to perform quality repair and/or service work of Milwaukee products in accordance with prescribed procedures to ensure proper functioning, safety and reliability, deliver a high level of customer support and satisfaction, and drive operational efficiency in the Factory Service Center.

Duties and Responsibilities

Service / Repair

· Perform disassembly of units, diagnosis of operating difficulty, location, and replacement of worn or defective parts within expected times and troubleshoot in accordance with work instructions.

· Execute prescribed maintenance, inspections and make decisions as to feasibility of repairs.

· Use problem-solving skills to identify complex issues and find solutions quickly and efficiently.

· Adhere to safety protocols and guidelines to ensure the safety of themselves and others while working on product.

· Keep records of parts used and provide data for billing and/or warranty information.

· Manage inventory of spare parts and order replacements as needed to ensure that they are readily available for repairs.

· Recognize and report operational irregularities and defective materials for quality control.

· Set-up and perform electrical and mechanical tests to ensure product's repair and/or work performed is in conformance with prescribed quality standards and safe operation for customers.

· Work from parts sheets, specifications, and drawings.

· Provide training or guidance to end users on proper equipment usage and basic troubleshooting procedures.

· Maintain proficiency on current line of product through training to drive productivity and high-level quality of repair, while engaging in training on new product to expand capabilities.

Customer Support

· Respond to customer inquiries and requests via phone, email, chat, or in-person interactions in a timely and professional manner.

· Engage with customers to understand product service needs, provide updates on repair progress, answer questions, and address concerns, aiming to resolve them to the customer’s satisfaction.

· Assist in performing counter procedures including answering phones, order entry, placing orders, tracking, and assisting walk-in customer traffic.

· Ensure accurate and timely order fulfillment, and maintain customer records and databases with up-to-date information, including notes for future reference and analysis.

· Handle escalated customer issues and emergencies with composure and efficiency.

Operations

· Assist with sales and service counter duties; draw parts from stock as needed to service counter trade; maintain monetary transactions, customer records and receive and assist with inventories as required.

· Perform a variety of shipping and receiving duties in accordance with prescribed procedures.

· Visually inspect goods received and route for storage, repair and/or service.

· Fill and pack orders and repairs for shipment to customers; prepare shipping documents and determine shipping charges.

· Load and unload trucks and operate material handling equipment.

· Perform miscellaneous tasks as directed.

Job Requirements

· Requires an education equivalent to high school diploma or GED.

· One to two years of previous experience in electrical and/or mechanical repair is preferred.

· One to three years of experience in a customer service position is preferred.

· Proficiency in using various hand and power tools, diagnostic equipment, and software.

· Ability to lift to 50 lbs.

· Ability to maneuver heavy material, weighing up to 300 lbs.

· Must possess effective business communication skills and ability to understand local branch market.

· Strong analytical and problem-solving abilities are crucial for diagnosing and repairing equipment issues.

· Excellent interpersonal, communication and customer service skills for dealing with end users and customers.

· Adherence to safety protocols and guidelines is paramount to ensure personal safety and the safety of others.

· Acquire and maintain industry or product specific certifications or licenses that may be required.

· Proficiency with English, written and verbal.

· Bilingual (English/Spanish) a plus.

· Must be proficient in computer skills and Microsoft Office applications.