Overview
we solve the world’s cleaning and transport cooling problems with products that are environmentally sustainable, do not generate waste streams, and are occupationally safe. Our dry ice cleaning and dry ice production products put recycled co2 to work - replacing harmful processes with a water-free, waste-free, and chemical-free solution.
cold jet is the global leader in dry ice technology. We are growing rapidly and we will continue to maintain our dominant market position by hiring, training, and retaining talented, energetic, and entrepreneurially-minded individuals around the world.
our culture encourages success and promotes an environment of innovation and free-thinking. Initiative, hard work, and achievement are attributes that we value and they do not go unnoticed. We set challenging goals for individuals, and our company as a whole, and those that perform and produce results are rewarded, both financially and professionally. The opportunities are limitless for those that take part in steering the company to success and driving growth.
for more information about cold jet, please visit
role
the ecasp service technician is responsible for troubleshooting and diagnostics with customers and repairing dry ice blasting equipment at cold jet service center. The service technician also supports service and installation of dry ice manufacturing equipment in the field. The service technician is responsible for preparing repair quotes in the erp, documenting service orders in the crm, providing operational support, and assisting with general office tasks. This position will report to the managing director of cold jet latin america.
responsibilities
* perform equipment repairs at some customer sites in the field and at cold jet’s office, performing electrical and mechanical troubleshooting and repair on industrial machinery
* provide technical remote support to customers & 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 20% of the time
* 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 workload, material and parts needed to complete tasks in a timely manner and to the satisfaction of the customer
* collaborates with colleagues across sales, engineering, and operations to share knowledge and parts needs, ensuring problems are solved efficiently and customer satisfaction is achieved with minimum downtime
customer 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 all customer requests related to service work and follow up with customers 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
position requirements
education & experience
* degree in a technical field or equivalent
* 5+ years’ experience in field service working with mechanical and electrical equipment
skill competencies
* strong electrical and mechanical aptitude
* proficient level skills with ms office, especially excel, and erp & crm applications
* high attention to detail
* team player - motivated self-starter, ability to work autonomously
* customer service – responsive to the needs of internal and external customers
* assertive - takes ownership of customer support and service repair work
* technical savvy – the ability to discuss our products intelligently on a technical level as well as the ability to set-up and troubleshoot equipment
* motivated – driven to achieve goals set by self and others
* resilient & adaptive – responds professionally to set-backs and learns from negative experiences and adapts accordingly
* organized – plans the most efficient method of performing work
* people skills/communication – relates to and communicates with diverse personalities and in diverse situations
* commitment to company success - willing to take risks, both company and personal, and do what it takes to get the job done
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