What are the responsibilities and job description for the Help Desk Support Technician position at G.A. Braun, Inc.?
This is not an IT role!
Duties
- Answers service calls on the service help desk.
- Reviews blueprints and observes layout of machine in manufacturer’s plant to become familiar with machine operation and plant processes.
- Consults with Braun administration to resolve problems of machine design to avoid installation problems in customer’s establishment.
- Trains customer’s personnel and management in the operation of, adjusting, maintaining and repairing equipment by means of hands-on instruction and review of operations and maintenance manuals.
- Consults with customer about deviations of machine operation from original specifications and explains reasons for changes. Needs to enforce OEM parts and recommended proper maintenance and operation of equipment.
- Supports incoming phone calls from customers, distributors, field service and regional sales managers.
- Takes multiple pieces of information and puts them together to craft a solution.
- Diagnoses and resolves complex problems to the equipment/system.
- Lends technical assistance to customers, Regional Sales Managers, Inside Sales and Engineering.
- Have knowledge of the customer base in his/her home territory and proactively visit sites to strengthen Braun’s presence and relationship.
- Ability to propose and close service contracts and generate machine parts sales.
- Create estimates for service work.
- Issue invoices for billable service work through the current ERP system.
- Schedules service technicians and makes travel arrangements in the absence of the Field Service Coordinator.
- Follows all safety regulations, in manufacturer’s plant and customer’s establishment, and reports violations to immediate supervisor.
- Employee could work unusual hours or extra hours to complete particular assignments.
- Other duties and special projects, as assigned.
Requirements
- Prefer Associates degree in Engineering, other specialized vocational training or equivalent experience and a minimum of six months direct experience in the electrical and mechanical assembly of Braun machines
- Ability to understand blueprints/diagrams or schematics
- Ability to use testing equipment and possess basic hand tools
- Ability to interact with customers in a professional and diplomatic manner
- Must be computer savvy
Job Type: Full-time
Pay: $62,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Education:
- Associate (Preferred)
Experience:
- Blueprint reading: 1 year (Preferred)
- Mechanical troubleshooting: 1 year (Preferred)
- Electrical troubleshooting: 1 year (Preferred)
Work Location: In person
Salary : $62,000 - $75,000
