Welch Equipment Field Forklift Technical Specialist in Denver, Colorado
FIELD TECHNICAL SPECIALIST (FTS)
Summary: Directs and supports the Field Service Technicians. Provides technical support at the field level. Corresponds with company and factory technical support resources to resolve technical and troubleshooting issues that arise. Responsible for handling customer related issues in the assigned territory. Responsible for achieving Service Department standards with their assigned technicians.
ORGANIZATIONAL RELATIONSHIP: The Field Technical Specialist will report directly to the Raymond Service Manager working in conjunction with all Branch Service Managers.
JUDGEMENT: This individual must function within general and specific guidelines. The specific job responsibilities require a highly organized person who must coordinate the efforts of both service personnel and supporting personnel. Good judgement is critical in maintaining the Service Department’s reputation for results-oriented service, good will and professionalism.
Essential Duties and Responsibilities: Include but are not limited to the following as other duties may be assigned.
Backup to the on-call technician to receive and dispatch after hours service calls as needed.
Provide troubleshooting assistance for assigned technicians having difficulties with a particular job.
Resolve customer/technician related problems in conjunction with the Service Managers, Corporate Service Manager, CSRs and the sales team.
Correspond with the Service Manager and Technical Support on technical problems concerning equipment that the company sells and services.
Assist the Service Manager in yearly performance reviews for assigned technicians.
Assist the SM Supervisor in team SM completion.
Assist the service manager in meeting or exceeding team productivity standards.
Assist the service manager in maintaining team CFPM controls and cost reduction.
Assist the service manager in approving all field jobs recommended for shop.
Assists dispatch with tech assignments as needed.
Work with dispatchers to achieve 1st call completion and response time goals.
Assure that all team members adhere to company standards on van appearance and maintenance.
Assist in establishing team goals with Service Managers. Review results monthly with Service Manager and Corporate Service Manager.
Assist the Service Billing Group in maintaining team standards for WIP.
Work in conjunction with the Service Manager to assess tech skills and obtain necessary training.
Work with Service Managers to assess workload distribution and addition of technicians.
Attend weekly service management meeting/teleconference.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Possess strong instructional skills. Be able to effectively demonstrate to technicians how to diagnose and troubleshoot specific technical problems.
Must be customer focused both internally and externally.
Exhibit strong leadership qualities and coach team members in daily activities and technical procedures.
Be able to communicate effectively with customer representatives and with all levels of WEC management.
Possess excellent organizational and time management skills.
Must be flexible and able to adapt to varying workloads and environments.
Possess working knowledge of personal computers and related hardware to complete job.
Possess sound working knowledge of basic DC and AC electricity, SCR, wire guidance, transistor, microprocessor, internal combustion engines, hydraulic components and systems.
EDUCATION and EXPERIENCE:
Possess a High School diploma or General Education Degree (GED).
Possess a minimum of 10 years field breakdown experience on Raymond forklifts.
Raymond Tier 4.
Strong electrical troubleshooting on AC/DC forklifts.
Strong understanding/knowledge of wiring diagrams.
TECHNICAL SKILLS REQUIRED:
Be proficient with hand and power tools. Be proficient with meters and other measuring and testing devices that are commonly encountered in lift truck service work.
EOE Minorities / Females / Protected Veterans / Disabled