Technical Service Assistant - Drilling Solutions

To assist the Service Manager with the overall functions of the service department, with a specific focus on rock drills, crushing and screening product lines in a manner that meets the needs of all departments at the branch along with customers and the company.

This position will directly report to the Branch Service Manager. The position will work closely with the Product Support Manager of Drilling Solutions in the tracking of maintenance schedules; inspection reviews associated with drills. Interface relationships will include Service Administration, Field Service Supervisor, Shop Foreman, Parts Manager / Countermen, Sales Manager, CSR, Rental Coordinator, Fleet Maintenance Manager, Warranty Manager, Service Trainer, Credit Manager / Assistants, and accounting personnel. In addition, this position may assist Manufacturer representatives as well as outside vendors and suppliers.

Perform daily and operational activities in the service department to include the following, but not all may be listed:

• Review Technician reports daily for accuracy, appropriate detail, and completion.
  
• Open and close work orders as directed.
  
• Review technicians machine inspections for drills, crushing and screening products.
  
• Create a repair list from inspection information, identify and separate warrantable repairs and customer repair responsibility.
  
• Create a repair estimate from inspections including parts availability and labor. The estimates will be reviewed by the Service Manager and Product Support Manager for accuracy and pricing.
  
• The Product Support Manager will present inspection interval findings and repair estimates to customers for approval prior to repair.
  
• Through web-based tools, track drifter, floating sub and rotation gear box assemblies for scheduled service or replacement.
  
• Track preventative maintenance service intervals and inspections intervals. Provide weekly updates to Field Service to allow for scheduled completion of service interval.
  
• Preventative maintenance intervals for all associated machines, drifter rebuild completions, rotation and floating sub exchanges will be updated and housed under machine specific accounts in CRMseries.
  
• Gather warranty information and prepare warranty work orders for submission to PECO warranty team for Epiroc and Kleeman.
  
• Manage warranty parts ensuring they are accounted for and properly kept for the appropriate timeframe for Epiroc and Kleeman Warranty jobs.
  
• Be able to issue and process expense purchase orders for the service department as needed.
  
• Assist in handling incoming customer calls to the service department, take messages and gather information from customers.
  
• Assist in giving information to customers about status of their equipment as needed.
  
• Assist technicians or Service Manager in gathering information as needed to scope a pending job.
  

(This would include being fluent in utilizing manufacturer and in-house electronic information tools such as, Intellidealer, My Epiroc, Certiq, JD Link, etc.)

• Capable of obtaining technical information via computer and telephone from manufacturer provided sources.
  
• Assist by adding additional technical support when required for shop, field and rebuild room repair projects.
  
• Perform any or all other duties that are needed for the service department & branch as directed by the Service Manager.
  

• Must have good written and oral communication skills.
  
• Proficient with a computer, including the use of Microsoft programs (Word, Excel, PowerPoint, etc.) and diagnostic use using manufacturer provided programs.
  
• Must have 5 or more years� experience in the Heavy Equipment and Drilling support industry.
  
• Must have a good working knowledge of equipment operations and mechanical functions.
  

• Capable of working with limited supervision / self-starter.
  
• Must be capable of dealing with the various personalities and skill set levels of technicians, other employees and customers. Good organizational skills.
  
• Must be a team player, comfortable in a group setting.
  
• Ability and initiative for continuous learning.
  
• Capable of initiating follow-up.
  
• Maintain excellent customer relations.