Service Technician

Building strong relationships with our customers goes far beyond having the parts they need or reducing their down time. It’s about understanding the entire customer journey; starting with what they experience from the moment they start thinking about buying a part or requesting technical support, and ending when they receive an invoice and pay us. We must make that “journey” as straightforward, transparent, and efficient as possible. It must be a journey each customer looks forward to making again. Key Responsibilities 1. Customers: Provide exceptional customer service and ensure that customer’s needs are met by: Providing in-shop and in-field support, including troubleshooting, diagnosing, and repairing customer equipment accurately and efficiently. Maintaining regular communication with customers to explain estimated time of arrivals, work to be performed, answer questions, and offer maintenance recommendations. Assisting CSRs with the PDIs and Setups of new machines. Identifying potential issues on machines during service calls and recommending maintenance, repairs, or upgrades to customers. Conducting post-season and pre-season machine inspections, advising customers on recommended maintenance to keep their equipment running optimally. Following up as needed to ensure that customer concerns are not left unresolved. 2. Employees: Support and contribute to the success of the entire team by: Assisting and mentoring less experienced Technicians to help them develop their skills and ensure high-quality service. Participating in Spudnik’s Training program to develop critical knowledge and skills required to be an expert in the industry. Staying up-to-date on new equipment, maintenance techniques, and safety protocols through continued training. 3. Store Operations: Help create a collaborative work environment and optimal service operations by: Communicating openly with other Technicians, Parts personnel, and the Service Manager to ensure efficient job coordination and customer satisfaction. Ensuring accurate and thorough completion of all SROs, including documenting repairs, parts used, and recording labor hours. Following Spudnik Standard Operating Procedures. Maintaining the cleanliness and organization of the Store to expected levels. Model company values – We listen, We walk our talk, We challenge tradition, We do the right thing, We work safe. Other duties and responsibilities may be assigned as necessary.