National Service Technician

Chervon is one of the world’s largest power tool and outdoor power equipment manufacturers with a rich history of innovation. Chervon’s commitment to build a better world by building better tools is evident in the products we manufacture and our green approach to manufacturing. We design, engineer and market power tools and outdoor power equipment within our brand portfolio - EGO, FLEX and SKIL and for other highly respected private brands. With world-class R&D, design, manufacturing, supply chain, marketing, sales, and service teams throughout the world, we do it all.

Summary of Responsibilities:

The National Service Technician will play an important role within the Aftersales Consumer Services Organization. This person will provide critical support to our service partners community and our internal partners, such as Consumer Services, Product Development and Quality. More specifically, the National Service Technician will serve as a technical knowledge provider across our brands and models.

In this capacity, the National Service Technician will have primary responsibility in verifying that processes and procedures are properly documented and safe to execute. The Technician will develop in depth knowledge of product features, performances, diagnostics and repairs, provide technical support to service partners, authorized service centers and internal customers. The service technician will populate and maintain a call log of all communications with service partners and escalated cases resolutions.

The Technician will also be responsible for day-to-day operation of the Service Lab. In this capacity the Technician will work together with other technicians to maintain the infrastructure, procure tools and equipment to maintain a professional and safe environment.

The National Service Technician will provide support to the Chervon North America Quality team with responsibilities such as QCI (Quality Control Inspections) by retrieving failed components, product testing and analyzing of failure modes.

Job Summary:

National Service Technician must be able to diagnose failures and propose repair procedures for battery/electric powered tools such as outdoor power equipment (OPE), bench top and hand-held power tools (PT). They will be able to read technical manuals or drawings, disassemble tools, use testing and measuring devices to identify problems and diagnose failures in electro-mechanical subsystems. The technician must be familiar with diagnosing problems in ECS (electronic control systems) as well as in other related components (switches, relays, PCBA). Must be comfortable using soldering techniques to replace electronic components. Must be able to work with computers and Microsoft office applications.

Duties and Responsibilities:

• Provide customer service, with level two technical support. Review customer service escalated technical support cases.
• Contact servicing dealers via phone or e-mail to provide technical support including diagnostics or troubleshooting of failure modes, recommending/confirming parts needed for the repair.
• Support the development of “how to” repair guides, training manuals and training videos. Review and approve engineering repair documents provided by R&D and support the creation of the scripts needed to produce the audio video material.
• Perform the tear down of products and validate repair times for disassembly and assembly procedures. Develop in-depth standards of repair communicated via written and video.
• Support in-house or on-site training workshops for service partners.
• Work from parts specifications and service drawings.
• Responsible for quality of work, safety and housekeeping of assigned service areas.

Required Education and Experience:

• A minimum of 3 years of mechanical or electrical work experience or equivalent education.
• Vocational school/associate college education is a plus.
• Must possess electro-mechanical aptitude.
• Must have mechanical skills and diagnostic skills.
• Experience with handling phone technical support is a plus.
• Experience with Li-Ion battery powered tools and OPE a plus.
• Experience with brushless motors, wire harnesses and controllers a plus.
• Experience in using measuring devices (oscilloscope, multimeters… etc.).
• Experienced with soldering techniques.
• Basic computer and writing skills.

Supervisory Responsibility

This position does not have any direct reports.

Salary Range

$65k to $80k

Work Environment

Physical Demands

• Frequent bending, stooping, pushing and pulling of parts and large tools.
• Able to lift 75lbs

Chervon North America operates in a casual and fun environment. We offer a very competitive benefits package including health, dental, vision, short/long-term disability, life insurance, parental leave, a generous 401(k) match, an open PTO program and a hybrid work environment.

We think Chervon is a great place to work! Be part of our new future! Better Tools. Better World.