The Gleason Works Technical Service Representative in Rochester, New York
Technical Service Representative
Provides internal and external customer support by providing service solutions for Gleason Machines and support equipment. Requires direct communication with customers and regional representatives to understand their specific needs, research solutions, manage warranty & field service activities, and utilize Gleason quality system tools.
Communicate with Gleason Works customers' (Internal and External) on Service, warranty, field service quotes, start dates, job status, SAP service case & ITL issue reporting systems..
Directly interface with customers and regional representatives utilizing phone, email, spreadsheets, fax and SAP related to warranty orders, quotes, price negotiation, delivery dates, and service business processes.
Manage and expedite orders and answer inquiries related to service support and repair material shipments.
Utilize SAP for equipment record maintenance, service case generation, ITL & OSAR quality reporting, warranty & RMA order creation, research of part history, research of material cost history, preparation of field service quotations, and order shipment routing & tracking.
Interact and prioritize service order activities with Customers and regional representatives.
Manage internal communications and information transfers with engineering, supply chain and vendors.
Research information from original sales orders, parts books, and diagrams as required to support customer service field activities.
Provide input to key operating metrics and goals including MTTR (mean time to repair), OTD (on time delivery), warranty cost, and PM program sales.
Utilize problem solving skills and root cause corrective action on issues within the Service Process Model.
Investigate and support the resolution of account receivable issues associated with their service orders.
Qualifications (Knowledge, Skills & Abilities):
Experience working within a business environment focused on supporting/building complex CNC machinery and mechanical equipment.
Mechanical, electrical and hydraulic diagram understanding desired.
Familiarity with SAP or ERP system to input records and drive activities.
Training in problem solving or LEAN manufacturing.
Associate's degree (A. A.) or equivalent from two-year College or technical school, Business or Engineering Discipline.
1-3 Years related experience and/or training or equivalent combination of education and experience.
Microsoft Office (Word, Excel, PowerPoint)
- Some travel may be required.
The physical demands described here are representative of those that would need to be met by an employee to successfully perform the essential functions of this job in an office environment. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; and talk or hear. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job may include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job in an office environment. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, experience and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description in no way states or implies that these are the only duties to be performed. Employees are required to follow any other instructions and to perform any other duties requested by their manager or supervisor.
The duties listed in this job description are intended only as illustrations of the various types of work that may be performed and is not an all inclusive summary of job duties and responsibilities. The omission of specific statements or duties and responsibilities does not exclude them from the position if the work is similar, related or a logical assignment to the position. This job description does not constitute an employment agreement between the employer and employee and is subject to change by the Company as the needs of the Company and requirements of the job change.
Gleason is an Equal Opportunity Employer and considers applicants for all positions without regard to age, disability, genetic information and/or predisposing genetic characteristics, marital status, national origin, race/color, religion, sex/gender, sexual orientation, military or veteran status, victim of domestic violence status, arrest or conviction record, or any other characteristic protected by applicable laws.
Rochester, New York, United States