Customer Service Technician

Description:

Rapid Granulator Inc. is the world leader in developing and producing solutions for size reduction of polymer materials. The volume of plastic and polymer products is increasing rapidly all over the world and also entering new fields of use in an accelerating way which makes us confident in developing our business. Working with us means being part of an international team with customers all over the world. Customers are a vital part in the design process of each installation.

Purpose

The Customer Service Technician provides technical support during equipment rebuild on-site in the field or by phone as needed for inquiries on Rapid Granulator, Inc. equipment and systems. This role requires excellent mechanical and electrical aptitude for accuracy and completeness of equipment and installation, rebuilds/repairs as implemented by Rapid Granulator Inc. This position reports to the Customer Service Manager and is located in our assembly facility in Leetsdale, Pennsylvania.

Duties and Responsibilities Technical

• Conduct customer rebuilds and repairs within the Rapid – Leetsdale and Franklin facility or in the field
• Schedule material as required for the rebuild
• Teardown and rebuild the system as required
• Conduct mechanical and electrical quality checks to assure the integrity of the system
• Verbally report progress to the customer
• Rework, repair, or replace damaged mechanical and electrical parts or assemblies
• Inspect, operate, and test completed products to verify conformance to customer specifications

Travel

• Conduct travel to customer facilities that will require extended overnight stays. Extensive customer contact will be required in conducting the Rapid related service activities
• Maintain accounting of all travel related expenses; develop trip report and customer travel billing as requiredUtilize the existing expense reporting system to log and maintain the business expenses related to travel
• Coordinate individual travel arrangements as relate to airline tickets, hotels, rental cars, etc.
• Responsible for individual credit card, in the Company Name to expense travel activities which will then be reimbursed in timely manner

Customer Service and Sales

• Apply standard Rapid Spare Parts pricing and labor requirements to requests for quote for customer repair, refurbish, and rebuilds
• Provide guidance to customers during equipment review about cost effective alternatives available for service repair and rebuild of Rapid Granulator Inc. systems
• Maintain effective customer relations as required to respond to customer phone call or E-Mail requests on technical questions related to Rapid equipment and systems
• Maintain effective customer relations as required for service related plant visits
• Demonstrate effective written and verbal communication skills as related to customer needs, inquiries and questions
• Define the needs from customer quote for repair - rebuild of Rapid equipment in the standard ERP and Project Management system
• Test rebuilds – repair of machines to customer specification prior to shipment by the Production assembly department.
• Provide assistance to Sales department on technical issues related to customer applications as needed

Materials

• Communicate specification of all special material required for rebuild - repair machines. Work with Purchasing to procure repair / rebuild components required for field and in house service requirements
• Work with manufacturing as needed to develop complete and accurate Bill of Materials / Sales Order details for customer repair / rebuilds

Administration and Computer System

• Maintain order entry and quotation details in the ERP system as required for customer orders and requests for quotes
• Customer Support-Order Flow
• Develop sales quotations and subsequent customer orders in the Sales Force and ERP system as required
• Occasionally enter details in the ServiceMax system for Customer Service related issues and complaints as required.

Management

• Verbally report progress and problems to the VP of Engineering and Service Manager in a professional manner
• Maintain a clean and safe work environment
• Be a positive team member with a good honest work ethic
• Other duties as assigned

Requirements:Qualifications and Work Experience

• High School Diploma or GED required
• 5-10 years of manufacturing experience in related field is required
• Some technical training in mechanical systems required
• Additional education in electrical control is beneficial
• Training and/or experience to machine/mechanical systems on 2D/3D CAD systems beneficial
• Effective Customer Service related communication skills
• Relies on verbal and written instructions and pre-established guidelines to perform the functions of the job
• Works under moderate supervision;· Demonstrate flexibility when confronted with change
• Effective interpersonal and communication skills with all levels of the organization
• Must maintain composure in a fast-paced environment
• Mission focused with a sense of urgency when required
• Must have a positive attitude

Physical and Mental Requirements

• You will be expected to occasionally (1% to 20% of the time):

1. Lift objects from one level to another (50 lbs. or less)
2. Carry objects (30 lbs. or less)o Sit in a normal seated position
3. Climb stairs, ramps, ladders, etc.

• You will be expected to frequently (21% to 50% of the time):

1. Walk around the facility on foot
2. Stoop/crouch by bending your legs or bending down/forward at the waist
3. Reach by extending the hands/arms
4. Add, subtract, multiply, divide and record, balance, and check results for accuracy

• You will be expected to constantly (at least 51% of the time):

1. Stand on your feet
2. Understand, remember, apply, and communicate oral and/or written instructions or information
3. Understand and follow basic instructions
4. Organize thoughts and ideas into understandable terminology
5. Apply common sense

Rapid Granulator Inc. is an Equal Opportunity Employer (EOE) and offers employment opportunities to all qualified persons regardless of race, color, religion, sex, age, national origin orancestry,physicalormentaldisability(exceptwherephysical or mental abilities are a bona fide occupational requirement), veteranstatus,maritalstatus,familialstatus,sexual orientation, HIV- positive status, possession of the sickle cell trait, genetic characteristics, political views, and anyother basis protected by federal, state or local laws.