JOB SUMMARY

Performs scheduled maintenance based on customer needs and requirements. Identifies the needs of customer equipment and initiates the process of proceeding with repairs by quoting and or securing permission to affect said repairs. Primarily concerned with Planned Maintenance (PMs) and incidental repairs but capable of moving into breakdown and heavier repairs when necessary. The Primary Technician looks at the customer’s materials handling needs not limited to an individual piece of equipment. Dedicated to customer satisfaction, responding in a timely, polite and professional manner. The Primary Technician represents Tri-lift as the face the customer will most often see.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following but are not limited to the job specifications contained herein. Additional duties or job functions that can be performed may be required as deemed necessary by your supervisor or service manager.

Responsibilities:

• Promote an atmosphere of goodwill and accountability between the company and the customer. Act in a professional manner and provide a superior level of customer service.
• Maintain a clean, hazard-free and safe work area including your company vehicle if assigned and customer facilities.
• Adhere to all OSHA, company and customer safety procedures.
• Maintain positive customer relations through professional interactions with customers.
• Follow all company operating and process procedures.
• Attend formal training as scheduled and directed by your supervisor.
• Perform planned maintenance on customer equipment in a manner consistent with training and factory specifications as set by customer contract.
• Work with service coordinator to complete assigned PMs in an organized timely way.
• Access the needs of both the customer’s equipment and overall materials handling needs.
• Work with team members to meet identified customers’ needs by generating leads and quoting opportunities.
• Make appropriate equipment repairs in accordance to manufacturer guidelines.
• Accurately and neatly document each service call, providing the necessary paperwork.
• Responsible for ensuring timely reporting paper flow as required by the company.
• Maintain serviceability and accountability of all company equipment.
• Maintain the company service van, if assigned, in a clean, orderly and hazard-free manner.
• When using a company vehicle, you are responsible for the safe operation of the vehicle and to follow all traffic laws. Company vehicles are to be used for company business only.
• Any traffic violations, citations, fines, related to driver’s actions are the responsibility of the employee to pay as ordered when operating a company vehicle or personal vehicle on company business.
• Our insurance carrier conducts annual driver record screening. You must meet the qualifications and be insured by our insurance carrier to operate a company vehicle or a private vehicle while conducting company business.
• Secure and maintain service and parts inventory in the company vehicle.
• Provide well maintained personal tools required to effectively perform equipment service duties.
• Cooperatively performs additional duties when assigned by management.
• Communicate with the dispatcher as required to maintain efficient and productive activity.
• Become familiar with company posted MSDS sheets and utilize as needed.
• Responsible for reporting immediately any customer complaints and assisting in resolving issue to ensure customer satisfaction.
• Responsible for reporting unusual or extraordinary circumstances regarding customer usage of equipment of employee behavior or activities directly to the Service Manager.
• Responsible for maintaining the required uniform and always ensuring a professional appearance and attitude.

Core Competencies:

Education: High school diploma or equivalent with one to three years of mechanical, electrical and hydraulic experience.

Communication: Effectively communicate with customers, co-workers and management.

Basic Skills: Can safely operate hand tools, power tools, lifts, hoists, hydraulic jacks and overhead cranes. Has the ability to understand necessary service and training manuals and schematics.

Explaining situations clearly: Provides clients and team members with the information they need to make informed choices about repairs.

Dealing with conflict: Defuses conflict effectively without giving in or backing down; uses conflict as an opportunity to solve problems.

Displays courage: Does what he/she thinks is right rather than what is convenient or safe; admits mistakes rather than trying to hide them.

Interpersonal savvy: Displays a high degree of tact and diplomacy; builds good rapport with clients; can explain the causes of mechanical failures in a way that is informative but not accusatory.

Reading others: Picks up quickly on clients’ reactions; figures out where their hot buttons are and what will make them happy.

Active listening: Pays careful attention to the client’s problem and asks appropriate clarifying questions; lets the client or operator explain himself/herself completely; can restate a conversation accurately.

Demonstrates empathy: Understands the client’s problems and concerns and displays a motivation to be helpful.

Accommodating to clients: Balances client’s and own organization’s needs to make sure that the client is satisfied.

Level-headedness: Keeps cool under pressure; maintains an even temper when the client seems to be upset. Remembering that our job often puts us in high stress situations.

Works well with supervisors: Responds to coaching; honest and respectful of supervisors.

Comfort with social situations: Friendly and easy to get along with, listens well and can carry on conversations.

Honest and trustworthy: Builds a reputation as a person who is consistent and direct while still seeking to be helpful.

Adaptable and flexible: Likes working on new problems; can apply equipment knowledge and mechanical skills to unusual or novel situations

Develops technical knowledge: Possesses and maintains knowledge of the equipment with which he/she will be working; learns new things quickly and can apply the knowledge on the job.

Documenting actions and results: Writes reports of actions taken in a clear, concise way that the client and the office understand easily.

Staying on task: Keeps focused on important activities; moves quickly from one job to the next

Personal organization: Keeps truck and workspace at client site organized and clean; knows where tools and equipment are; keeps track of tools and equipment despite repeated unloading and reloading.

Managing the schedule: Determines how long a repair will take and sets/changes other appointments accordingly; anticipates problems and adjusts schedule to compensate.

Follows rules and regulations: Ensures that he/she understands the organization’s rules and follows them consistently at both Tri-Lift’s and client’s locations.

LEAD GENERATION: Develop a working knowledge of all the products and services supplied by Tri-Lift NC and Tri-Lift VA. Overall goal is to suggest and provide leads to other departments for products supplied by our company that will enhance our customers business.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Has the ability to perform strenuous and heavy work, can exert force up to 100 pounds on occasion and frequently handle loads to 50 pounds. Must have the physical stamina to perform continuously with full body motion for climbing, reaching, pulling, walking and lifting, etc While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to walk and climb or balance. The employee is frequently required to sit; stoop, kneel, crouch, or crawl; and taste or smell. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT: The work environmental characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Work is performed in a maintenance environment with potential equipment movement hazards as well as exposure to chemicals and solvents that require knowledge of proper safety procedures. Work is performed at customer locations, including manufacturing, warehouses, cold storage facilities and other “difficult” or outdoor environments. The employee is occasionally exposed to moving mechanical parts; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; and risk of electrical shock. The noise level in the work environment is usually moderate.

TRI