ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Ensure that the Aftermarket department supports the organization on all technical issues after equipment has shipped.
• Ensure that all After Market Engineering department employees are effectively trained to perform their duties.
• Ensure assigned employees’ performance is measured and managed.
• Interact with customers, Service Centers and Sales Force to solve service related issues.
• Responsible for developing and maintaining procedures for effective failure analysis and field work equipment (laser alignment, vibration analysis, thermal evaluation, root cause failure analysis).
• Develop techniques and processes for technical evaluations, general technical support, proper use and maintenance, trouble shooting and field service of all products.
• Anticipate customer requirements (matching response to customer’s needs) in the execution the of documentation and communication with customers, substantiate findings on technical evaluations, service support and field evaluations. Specifically with written Service Reports prepared by the Aftermarket team.
• Assist Service Manager to develop and maintain procedures to train and support the organization on the capabilities and structure of the Aftermarket department.
• Understand and comply with NORD’s global warranty policies.
• Support all field service work – determine the appropriate method of service (local Sales support, Field Service Technician, Service Partner) and timing of activities.
• Support the Quality Manager to correct quality issues identified in the technical analysis of returned units with complex non-conformities.
• Assist with escalation documentation to global headquarters.
• Effectively implement and follow all NORD HR, Safety, and other business practices and procedures.
• Other tasks as requested by Management.

JOB REQUIREMENTS:

1. Education: 4-year Engineering Degree or equivalent preferred.

2. Experience: 5 years engineering experience in gearbox and Power Transmission industry essential. Experience in failure analysis of motors and/or gear motors, vibration analysis, developing department and cross functional processes, and experience working with customers. 3 plus year of supervisory experience. Experience in field service, disassembly and assembly of gearboxes and motors is essential. Industrial gearbox experience will be beneficial.

3. Skills and Key Attributes: Good organizational skills. Ability to develop and execute projects. Mechanical aptitude with excellent problem analysis, verbal and written communication skills. Ability to lead people.

4. Physical Requirements: Ability to lift up to 50 lbs. Ability to stand for up to 8 hours/day.

5. Travel – 10-20%