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Technical Repair and Support Specialist

Date: Jun 17, 2022

Location: Chandler, AZ, United States

Company: Oregon Tool

Work Location: Chandler, AZ   

 

At Oregon Tool, it is our goal to create, cultivate and sustain a global, inclusive culture, where differences drive innovative solutions to meet the needs of our employees and customers. Oregon Tool invites and encourages applications from all skilled individuals, including from groups that are traditionally underrepresented, not just because it’s the right thing to do, but because it makes our company #SharperTogether.  

The CCF Technical and Repair Support Specialist acts as a liaison between internal and external customers. Providing service, training, technical documentation and post-sales support.  This role provides support to Marketing, Engineering, Customer Service, the Sales team, Customers, and provides training and technical expertise.  Additional responsibilities include supporting the creation of repair materials, ability to work in shipping / receiving as needed, inventory management, and order entry.

 

Location: Arizona

 

Reports to: Operations Supervisor

 

Primary Duties and Responsibilities, other duties maybe assigned as business needs determine:
 

  • Primary Task (60%) –Internal and External Customer Support

    • Provide direct technical support to end-users

      • Via telephone, email, and in person at training events, tradeshows, on premises, and sales calls

      • Capture orders based on customer requests in SAP

    • Evaluates returned products, verify validity of claims

    • Diagnoses and repairs specialized electric equipment that uses high frequency electric motors with high sensitivity to static discharge

    • Provides technical repair services and technical support for all CCF product lines (Pentruder Wall / Wire High Frequency Concrete Cutting Saws, Merit Flat Saws, ICS chainsaws)

    • Captures product feedback and warranty information, including issues and costs

    • Work with sales team to assist with customer support

    • Process orders in SAP

 

  • Secondary Task (40%) – Repair Technician & Warehouse Support

    • Develops, modifies, and improves existing repair procedures

    • Pick and pack outgoing orders and process through SAP

    • Receive in product both physically and in SAP

    • Perform weekly cycle counts

    • Analyzes requirements and maintains repair procedures

    • Track and maintain parts used for repairs performed 

    • Actively monitor inventory, daily for reorder tracking purposes

    • Assist with develop of content and updating of service manuals

    • Keep appropriate personnel apprised of quality and performance issues in the field

    • Participate in planning/direction for technical service with marketing department

    • Tradeshow company representation, set up and demonstrations

    • Participate in sales calls with the global sales force and manufactures representatives

    • Keep service/warranty program current with industry trends and ICS Policy

 

Communication and Documentation:

  • Communicates directly with customers, sales team and leadership. Maintain open communication through conversation and both formal and informal documents

  • Professionalism and adaptability are required

 

Education:

  • High school diploma required

 

Knowledge & Experience:

  • 3-5 years of technical experience with strong mechanical aptitude, customer service, communication, computer and telephone skills


Skills/Abilities:

  • Strong analytical skills, and ability to understand and interpret customer complaints

  • High level of ethics, discretion and confidentiality

  • Demonstrated proficiency in learning and mastering new technologies and products

  • Able to think strategically and apply goals effectively in practice

  • Able to complete responsibilities in a timely, professional and quality manner

  • Solve problems analytically; search out relevant information and gauge its importance when making decisions

  • Effective written and oral communication skills; able to express oneself clearly in technical and non-technical terms

  • Creative thinker

  • Excellent teaching skills to explain diverse and complex subject matter to diverse audiences; a respectful and active listener

  • Excellent Collaborative and effective team player and able to work with teams who are globally dispersed

  • Demonstrate ability and willingness to learn; seek out development activities to improve skills and increase knowledge; learn from other team members and own mistakes

  • Take initiative, seek and act on opportunities to improve organization performance

  • Proficiency in Microsoft Office suite (Outlook, Word, Excel) and data management software (SAP preferred)

 

 

Availability:

  • Available to work on site as required by job

 

Featured Benefits:  

  • Medical, Dental, and Vision Benefits available on day one (no waiting period)  

  • One paid Community Involvement Day available per calendar year  

  • Tuition reimbursement  

  • Earn up to 120 hours vacation during your first year of service  

  • Global company with small company feel  

  • Safety shoes reimbursed at $100 per year or $175 every two years  

  • Safety prescription glasses through approved program 

  • 401k matching (100% of first 3%, 50% of next 3% = 4.5% match on 6% contribution)  

 

About Oregon Tool   

At Oregon Tool, we are a passionate group of people dedicated to a spirit of innovation and outside the box thinking to create the world’s most efficient cutting tools and products. We believe in inspiring, listening, learning, and rolling up our sleeves to “get to work” together. Our purpose goes beyond the products we make. We are devoted to positively impacting people, communities, and landscapes around the world. We are committed to building and maintaining a diverse and inclusive work environment and implementing sustainable practices to help reverse the impacts of the global climate crisis. We are built on a pioneering spirit and believe in leading with humility, global stewardship, and owning it day in and day out. We know what it takes to get the job done, and we know our people is the way it happens.  

Come grow with us and help us be #SharperTogether   

At Oregon Tool it is our responsibility to help maintain the health and safety of our team members and the communities we operate within. We’re taking a people first approach to the COVID-19 pandemic, and by following best practice guidelines, we are thoughtfully operating in each of our locations.  

 

Oregon Tool will only employ those who are legally authorized to work. Any offer of employment is contingent on the successful completion of a background investigation and drug screen. It is the policy of Oregon Tool to provide equal employment to all qualified persons without discrimination based on sex, race, color, religion, age, marital status, national origin, citizenship, disability, veteran status or any other status protected under law.  

During the application process we will not ask for or collect any confidential, proprietary or sensitive personally identifiable information (e.g., date of birth; driver’s license number; or credit card, bank account or other financial information) (collectively, “Sensitive Information”). If you submit any Sensitive Information, you do so at your own risk, and we will not be liable to you or responsible for consequences of your submission. This notice should not be construed as an offer of employment or creating any terms of employment.