Company description
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
We have built a culture that encourages success and also 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 the company to further growth.
For more information about Cold Jet, please visit www.coldjet.com.
Service Technician
The Service Technician & Operations Specialist is responsible for providing installation, service and troubleshooting support on primarily dry ice blasting machines but also dry ice manufacturing equipment in our office and in the field. The person will ensure timely follow up on service opportunities, support on operational, office tasks and provide accurate documentation of quotes & service orders. This position will be located in Cambridge, Canada and will report to the Vice President, Customer Service Americas & Asia.
Technician Responsibilities
Perform equipment repairs at some customer sites in the field and at Cold Jet's Cambridge office, performing electrical and mechanical troubleshooting and repair on industrial machinery
Provide technical phone support & 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 10% of the time, including international travel
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 work load, material and parts needed to complete tasks in a timely manner and to the satisfaction of the customer
Operations Support Responsibilities
Inventory Management
Develop and implement inventory control procedures and sequence of operations within Cold Jet's Cambridge office to optimize inventory flow as well as ensure inventory accuracy and correct use of systems
Review monthly inventory trends and discuss variations with the inventory manager
Recommend the replenishment of inventory as required by sales activity
Work in collaboration with the Inventory Manager, plan and execute cycle counts and annual inventory audits
Generation of Revenue within Assigned Territories
Work effectively with the regional sales representatives to service their customers and grow their territories
Work with customers, look for opportunities to propose add-on sales of spare parts, accessories, extended service plans, spare part kits etc.
Work with the Cold Jet CRM software and log all customer issues that are not immediately resolved
Track and share calls taken, orders taken, calls opened, calls closed, and other relevant productivity measures
Identify and pass along to regional sales representatives opportunities for additional machine sales
Shipping
Pull ordered machines, parts & accessories from inventory and prepare them for shipment
Crate, band, wrap, box or otherwise package machines or parts for shipment
Select carriers and schedule freight trucks for machine shipments
Prepare paperwork for domestic shipments
Load machine shipments onto trucks using industrial equipment
Enter shipment, receiving and other data into the ERP system
Accept, open and verify incoming shipments from carriers such as UPS
Stock incoming parts in the appropriate location
Communicate with customers, external and internal, regarding status of shipments.
Operate forklift and other industrial lift equipment
Department 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" customer requests and issues, follow-up 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
Purchase office supplies and office services for the office
Forward business correspondence to headquarters and disseminate local correspondence from headquarters
Position Requirements
Education & Experience
Degree in a technical field or equivalent military training
5+ years' experience in field service working with mechanical equipment
Skill Competencies
Proficient level skills with MS Office, especially Excel, and ERP & CRM applications
Strong business communication skills, from oral presentations to business writing
High attention to detail
Strong mechanical aptitude
Behavioral Competencies/Personal Traits
Outgoing, engaging personality
Assertive - persists in driving sales
Technical Savvy - the ability to discuss our products intelligently on a technical level as well as the ability to set-up and troubleshoot equipment
Goal Directed - driven to achieve goals set by self and others
Resilient & Adaptive - responds professionally to set-backs and learns from negative experiences to adapt sales approach
Plans work well - plans the most efficient method of performing work within his/her regions
People Skills/Communication - relates to and communicates with diverse personalities and in diverse situations
Customer service - responsive to the needs of internal and external customers
Commitment to company success - willing to take risks, both company and personal, and do what it takes to get the job done
Equal Opportunity Employer
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