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Service Engineer Apprentice
Title:Service Engineer Apprentice
Job Description: Service Engineering Apprentice

Mission: support company Purpose, Vision, Mission, Values, Metrics

Work within the service team in the areas of repairs, replacements, warranty issues, and general customer questions and concerns to provide an exemplary customer experience. Strong focus on knowledge of products and failure modes, as well as the relationship with our inside group, the outside group, and ultimately, the customer.
Primary working environment is in the office with time on the shop floor as capacity is needed. (80/20)
Values: Customer Service, Promptness, Growth and Learning, Accountability, Flexibility, Teamwork, Fairness, Transformational Leadership, Consistency

Critical Success Factors/Metrics:
  • Provide a Customer Centric Service Experience:
  • Understand SalesForce and utilize it daily (Cases, etc.)
  • Respond in a timely fashion to all customer requests (including those from our outside group). If the request is received, the customer should be aware within two (2) hours that we have their request and one of the following is true:
  • We have the request finished within the time frame
  • We would require more time to finish the request (and give a time frame for their expectation)
  • We have gone to Germany for more information and will advise when we hear something back (give standard time frame for their expectation)
  • Communicate effectively with the customer as well as Inside and Outside Sales (copy them on communication back and forth when needed).
  • Follow standard working procedures to provide a consistent output.
  • Development and Learning:
  • Self-driven and ambitious
  • Seek learning in daily tasks and embrace opportunities for learning
  • Work with the Service Team Leader on your learning development plan 3) Company Standards:
  • Adhere to company safety standards
  • Be aware of and implement LEAN techniques
  • Customer satisfaction as measured by; service, delivery, quality
  • Work with the sales group and the team leader to prevent recurring issues
  • Ensure order entry accuracy to facilitate effective product processing so we exceed customer expectations, understanding of machine design, applications, materials 5) Proficient in sizing of MGS, TD, and Servo product lines.
  • Proficient in cross-overs for replacements as needed.
  • Create professional failure evaluation reports, maintain RGA documentation system.
  • Coordinate sales orders for repair and new units with Sales, Warehouse, Assembly, and shipping as needed.
  • Observes company policies related to dress, appearance, attendance, employment, etc.
  • Performs other duties as assigned. Job duties are subject to change as directed by Service Team Leader and management.
  • Working Member: Proficient in communication, customer service, and technical aspects of the service department.
  • Adhere to and help to improve upon documented processes (work instructions). 3) Proficient in TL Tools and Self-Development:
  • Exemplary behavior to social covenant
  • Use TL tools in daily interactions (both inside and outside)
  • Peer learning
Personal Characteristics:
  • Strong communications skills, both written and verbal as required.
  • Strong analytical, numerical, and reasoning abilities.
  • Participative work style
  • Good interpersonal skills. Remain professional and courteous even in challenging situations.
  • Ability to establish credibility and be decisive.
  • Results-oriented with a high level of initiative.
  • Reliable in terms of both time and work-load.
Applicant should be currently enrolled in school or willing to pursue at least an Associate’s GOTS degree
Communication Skills Essential
SAP Experience a Plus
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  • Telephone: (800) 711-3588
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  • 1781 Downing Drive, Maysville, KY 41056
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