Equipment Service Technician

Description

Overview:

American Paper & Twine is a regional distributor that started in 1926 in Nashville, TN and we now have 7 locations across the Southeast, over 350 employees, and a broad product mix including janitorial, packaging, disposable food service and office products. While we have grown in size and product offerings, our core vision has never changed.  We remain focused on making our customers successful by offering creative and flexible solutions.  We are family owned and the idea of family is the twine the ties us all together.  We are looking for a driven Equipment Service Technician that desires growth and opportunity.  We offer excellent pay and a full benefits package, including health insurance as well as a 401(k) plan.

Position Summary:

The Service Technician plays an integral role within the sales cycle of American Paper & Twine. Service techs install, maintain, and repair equipment for our customers both on site for the customer and/or at one of our regional offices. 

3 main components of that the Service Technician will need to master to be successful in this position: 

• Installation- correctly install equipment according to the manufacturer/APT’s standards. End user training will also be a part of installation. 

• Preventative Maintenance- keeping equipment and systems up to date; repair on site to keep the product running at top capacity. 

• Service/Repair calls- diagnose, troubleshoot, and repair equipment while providing a remarkable customer experience throughout the repair process. 

Providing the overall best customer experience while building long lasting relationships is key to working at APT.

The Service Technician would serve customers by diagnosing/troubleshooting, maintaining, and repairing purchased, sold, warranted or contracted equipment in a safe, professional, and courteous manner. Routine visits, service calls, and installations are all part of the responsibilities of the Service Technician. 

Equipment Service Technician Responsibilities: 

• Schedules preventative maintenance for on-site repairs or service contract repairs to be done each day.

• Quote estimates on Parts & Repairs and notify customer when requested. Upon completion of repair, promptly fill out repair work order for return to customer. 

• Answer customer calls, provide information, and take requests for pick-up of equipment to be repaired.

• Purchase parts, accessories, equipment, special orders, and shop supplies. 

• Maintain paperwork for work orders and contracts. Keep inventory log on all serialized and serviced equipment (purchased and sold).

• Enter all information on equipment repair ticket within CRM.

• Process & schedule equipment demo and rental transactions.

• End user training for customers. 

• Process warranty claims.

• Build and maintain customer relationships by resolving all customer (internal & external) issues regarding repairs

• Perform daily, monthly, or quarterly inventories.

• Responsible for maintaining a safe, neat, organized, and functional repair area.

• Assist in the initial set up and tracking of service contracts along with installations as needed. 

• Properly disposes of equipment parts according to regulations.

• Perform daily, monthly or quarterly inventories

• Responsible for maintaining a safe, neat and organized work area.

• Coordinates with sales, customer service, warehousing, and purchasing departments to ensure customer satisfaction.

• Must have a high sense of urgency toward the customers, quality, efficiency, and safety. 

• Continually enhance industry knowledge by continuing education.

• Follow safety and housekeeping procedures.

Benefits:

• Health insurance paid 90% for employee and 50% for dependents

• Generously funded Health Savings Account

• 401(k) plan with matching contributions offered

• Employer paid life insurance provided

• Dental, vision, long term disability, and AFLAC plans offered

• Employee Assistance Program offered and paid 100% 

• Paid Time Off accrued from day 1

Requirements

Skills & Experience Requirements: 

• Prior service repair and maintenance experience (janitorial, packaging and laundry experience preferred).

• Excellent mechanical and electrical skills with the ability to multi-task. 

• Ability to stand and be in motion at all times. Flexible enough to walk, twist, bend, stoop, pull, grip and lift merchandise.

• Ability to lift and carry up to 60 lbs and pull or push up to 200 lbs.

• Strong verbal and written communication skills.

• Ability to work both independently and with other cross-functional teams to ensure customer receives service that delights them.

• Prioritization for safety in the workplace.

• Previous computer technology experience—email, cell phone apps, CRM are required along with an aptitude to quickly learn new technologies. 

• Ability to learn and operate ERP system.

• Ability to travel remote distances to make service repairs.

• Attend training programs.

• Possess a valid Driver License.

• High school diploma or equivalent required.

APT is proud to be an Equal Opportunity Employer (EOE) and Drug Free workplace (DFW). All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.