Overview
- Provide a high level of service and technical advice for Peak customers, OEM’s, distributors and internal staff.
- Work independently and collaboratively as a member of a regional service team, and the larger service team at Peak NA.
- Be prepared, if requested, to provide service in the region, and across North America, or technical support during holidays, sickness, etc.
- Ensure that a high level of customer satisfaction is provided for the service and support of all Peak Scientific products.
- Work with Sales to drive the generator and service business.
Duties and Responsibilities
- Carry out routine service, emergency repairs, installations and training as well as general support in a professional, prompt and efficient manner to ensure total customer satisfaction.
- Respond effectively and professionally to all customer requests for service and support (telephone and email).
- Provide customers with a clear and accurate Field Service Report to document all work carried out, including parts consumed.
- Submit all FSRs at the end of each day or as requested by the office.
- Accurately maintain assigned Van Stock and stock replenishments and carry out inventory checks as requested. Proactively request Van Stock limit increases to mitigate the number of return service visits.
- Ensure an effective liaison with all departments within Peak NA to ensure a high level of communication and co-operation for all aspects of customer and product support.
- Inform Senior Field Service Engineer and Regional Service Manager of all service escalations and serious customer complaints.
- Take initiative to continually enhance and develop knowledge base and understanding of the complete product range.
- Maintain company issued fleet car.
- Manage expenses and turn in an accurate expense report by the designated date.
- Plan and book all travel requirements to ensure on-time service delivery to customers. Work with manager to obtain approval for expensive travel.
- Full compliance with customer site Health and Safety protocols
- Stay up to date on all required online training courses and annual recertification trainings
- Perform other duties and tasks assigned by your manager.
Skills and Qualifications
- Self-motivation and the ability to work with minimal supervision.
- Quickly learn new skills.
- Complete and detailed understanding of pressure systems and transportable gases a plus.
- Good practical skills and a methodical approach to resolving problems.
- Ability to work under pressure against tight deadlines.
- Good communication and interpersonal skills.
- Strong Customer Focus/Customer Centric approach.
- Able to interface comfortably and effectively both internally and externally at all levels.
- The ability to carry/lift 50 pounds regularly.
- Comfortable working on the ground.
- The ability to move safely over uneven terrain or in confined spaces.
- The ability to see and respond to potentially dangerous situations safely.
- Comfortable driving and flying to customers sites to support Peak Customers.
- Valid Drivers License.