Technical Services Technician II

POSITION SUMMARY

The individual in the role is responsible for ensuring that products meet the required quality standards through rigorous quality control measures. This position involves troubleshooting customer issues, identifying the root cause of problems, and implementing effective resolutions to enhance customer satisfaction. By employing their expertise in quality control and problem-solving, the Technical Services Technician plays a crucial role in maintaining product integrity and exceeding customer expectations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Performs daily routine inbound inspections in a timely manner, ensuring product quality.
• Utilizes measuring tools and mechanical tools in the Quality department while performing work tasks.
• Effectively utilizes the Quality Response System, Baan NC Maintenance, Item Purchase, Stock Point, and Inventory Transactions Sessions.
• Supports the proper rework of items from the non-conforming warehouse, ensuring timely completion.
• Identifies and follows up on non-conformances in materials, processes, and workmanship to prevent operational and field issues for customers.
• Operates material handling equipment such as label machines, weigh scales, forklift/cherry picker, and pallet jacks.
• Utilizes measuring tools, such as calipers and multimeters, and mechanical tools in the Quality department for rework and customer evaluations.
• Performs disassembly and diagnostics of WAI products for evaluation, comparison to original samples, and warranty return assessments.
• Evaluates labor claim returns and prepares Failure Analysis Reports to identify root causes and implement corrective actions.
• Participate in a collaborative work environment utilizing effective communication and willingness to cross train to enhance team productivity, versatility, and skill development.
• Comply with comprehensive safety protocols and participate in ongoing training to ensure a secure work environment and maintain a safety-conscious culture.
• Follow all 5S principles and guidelines daily to optimize workflow, efficiency, and a clean work environment.
• Undertakes additional responsibilities and tasks as directed by management.

QUALIFICATIONS (Education, Experience, & Skills required)

• High School Diploma or educational equivalent
• 4 + years related experience and/or training; equivalent combination of education and experience.
• Previous working experience with electro-mechanical parts is a plus
• Experience to include familiarity with vehicle maintenance and diagnosis, knowledge of OE or aftermarket components.
• Understanding of electrical attributes (voltage, current, resistance), mechanical properties (force, torque, power), and SAE/Metric measuring units system.
• Follows instructions, responds to management direction, must be mechanically inclined and must be able to work with hand tools and small measuring equipment.
• Proficient in Microsoft Office applications such as Excel, Word, and Outlook, etc.
• Exhibits professional experience working collaboratively in a team environment.
• Demonstrates skill in writing routine reports and correspondence.
• Must possess excellent communication skills, both written and verbal.
• Demonstrates a high level of accuracy and thoroughness in work.
• Displays diligence in completing tasks in a timely manner, utilizing effective time management skills.

Licensing or other special certifications: ASE Certification preferred

Financial Responsibility

Does this job have budget responsibilities? No

Does this job have other financial responsibilities? No

Management/Supervisory Authority

Does this job manage or supervise associates?* No

Does this job supervise in multiple business units and/or countries? No

Work Environment

This role involves working in a warehouse setting. In the warehouse, standard equipment such as computers, phones, photocopiers, cameras, and forklifts are used.

Physical Demands

The physical demands described here are representative of those that must be met by employee to successfully perform the Essential Duties and Responsibilities:

Physical Demand Description

• Standing Must be able to frequently remain in a stationary position
• Walking, Reaching and Handling Must be able to frequently move about inside the warehouse to access product and machinery, etc. Must be able to stand and walk 60% of time, lift up to 40 lbs. normal, up to 70 lbs. less than 10% of time.
• Seeing Frequently reads various documents and operates computer and other office tools/databases/equipment.
• Talking and Hearing Frequently communicates with colleagues, co-workers, and customers. Must be able to exchange accurate information in these situations.
• Manual Dexterity Frequently operates a computer and warehouse machinery.