Job Title

Position Description The Service Technician & Operations Specialist is responsible for providing installation, service and troubleshooting support on primarily dry ice blasting machines but also dry ice manufacturing equipment in our office and in the field. Ensure timely follow up on service opportunities, support on operational, office tasks and provide accurate documentation of quotes & service orders. This position will be located in Cambridge, Canada and will report to the Vice President, Customer Service Americas & Asia.Responsibilities Perform equipment repairs at some customer sites in the field and at Cold Jets Cambridge office, performing electrical and mechanical troubleshooting and repair on industrial machineryProvide technical phone support & hands on troubleshooting Generate and update service quotes, service call orders and job entries in company software systems and complete associated paperwork Contribute to sales of parts and serviceSupport other Cold Jet departments, sales, engineering and operationsAble and willing to travel up to 10% of the time, including international travelResolves customer issues diplomatically, and creates value for both customers and Cold Jet in a professional mannerCommunicates clearly and effectively with customers in a training situationEffectively applies technical and logical methodologies to solve problems in stressful and difficult environmentsEffectively schedules work load, material and parts needed to complete tasks in a timely manner and to the satisfaction of the customer Operations Support Responsibilities Inventory Management Develop and implement inventory control procedures and sequence of operations within Cold Jets Cambridge office to optimize inventory flow as well as ensure inventory accuracy and correct use of systemsReview monthly inventory trends and discuss variations with the inventory managerRecommend the replenishment of inventory as required by sales activityWork in collaboration with the Inventory Manager, plan and execute cycle counts and annual inventory audits Generation of Revenue within Assigned TerritoriesWork effectively with the regional sales representatives to service their customers and grow their territoriesWork with customers, look for opportunities to propose add-on sales of spare parts, accessories, extended service plans, spare part kits etc.Work with the Cold Jet CRM software and log all customer issues that are not immediately resolvedTrack and share calls taken, orders taken, calls opened, calls closed, and other relevant productivity measuresIdentify and pass along to regional sales representatives opportunities for additional machine sales ShippingPull ordered machines, parts & accessories from inventory and prepare them for shipmentCrate, band, wrap, box or otherwise package machines or parts for shipmentSelect carriers and schedule freight trucks for machine shipmentsPrepare paperwork for domestic shipmentsLoad machine shipments onto trucks using industrial equipmentEnter shipment, receiving and other data into the ERP systemAccept, open and verify incoming shipments from carriers such as UPSStock incoming parts in the appropriate locationCommunicate with customers, external and internal, regarding status of shipments.Operate forklift and other industrial lift equipment Department SupportListen to, understand, gain knowledge of customer needs, issues, problems, and with empathy, satisfy customers with best solutions above and beyond the normal call of dutyOwn customer requests and issues, follow-up to ensure 100% satisfactionHandle all company business in the best interest of both customer and Cold Jet by creating value and providing win-win solutionsBuild a long-term relationship with the customers so they can recognize you as a point of contact for customer service needsPurchase office supplies and office services for the officeForward business correspondence to headquarters and disseminate local correspondence from headquarters Position RequirementsEducation & ExperienceDegree in a technical field or equivalent military training 5+ years experience in field service working with mechanical equipment Skill CompetenciesProficient level skills with MS Office, especially Excel, and ERP & CRM applicationsStrong business communication skills, from oral presentations to business writingHigh attention to detailStrong mechanical aptitude