Service Technician

6 months ago

London, Canada OES Inc. Full time

The Service Technician is responsible for the successful installation, training and after sale service for all OES Scoreboards products, globally. The Technician also assists in the assembly, testing and documentation for OES Scoreboard products.

The Technician diagnoses complex problems and works with the Direct Supervisor to plan and execute repairs. The Technician contributes to the customer experience by making informed recommendations to customers based upon observed problems and or practical service/maintenance requirements.

**Summary of Major Accountabilities**

**Installation and Service**
- Performs on-site installation, service and repair for new and existing OES Scoreboards products
- Perform bench service of products returned to OES from customers.
- Works with the Direct Supervisor to provide solutions and quotations as well as assists in the creation of the installation schedule
- Orders necessary parts, tools and equipment required for each job
- Maintains complete and accurate records of service information and installation processes provided to OES customers
- Reviews service and/or installation details with customer(s) and tracks each case electronically according to OES service procedures
- Provides technical support to customer inquiries and investigates issues relating to Scoreboards service and installation
- Recommends solutions to OES customers based on customer needs, safety, costs and usability
- Collaborates with the Direct Supervisor, Scoreboards Sales Team, Engineering and Production in order to provide suggestions and make improvements to service procedures OES Scoreboards products and customer satisfaction
- Plans, schedules and travels to amateur and professional sports facilities to perform service duties, globally
- Performs ongoing inspection and ensures all equipment and materials are in place and fit for use

**Customer Support**
- Provides remote on-call service to customers (approximately 7-10 days of on-call service/month outside of normal business hours)
- Educates customers as necessary by demonstrating OES Scoreboard and timing solutions
- Prepare quotes and provide order support for post-sale parts according to OES purchasing policies and procedures.

**Production/sales Support**:

- Support the production team as needed
- Assist the sales and marketing teams with understanding of features, functions, and benefits for the various products
- Provide quality checks on all finished products to ensure product meets all requirements

**Support team and organizational goals**
- Assembles, tests and creates test procedures and helps maintain product knowledge database for all OES Scoreboards products
- Stay current with latest industry knowledge and trends
- Attend and participate in department daily huddle and inter-department meeting
- Provides technical guidance, support and training to customers, the sales team, and production staff as needed
- Participates in the annual Scoreboards Department planning
- Participate in ongoing activities and/or committees as required
- Assists with the preparation of various Marketing collateral materials
- Assists in the implementation of continuous and process improvement ideas
- Works within the direction of the Direct Supervisor to support ongoing and emerging team objective
- Any other duties as assigned by the direct supervisor

**Minimum Qualifications (Education, Experience, Knowledge, Skills and Abilities)**
- Post-Secondary education in, Electrical, and/or Electronic field of study
- Installation and electrical experience, preferably within the signs and scoring industry
- Strong multitasking ability
- Excellent verbal and written communication skills
- Strong understanding of electrical and electronic design principles
- Willingness and ability to travel globally to customer sites as required (up to 50-75% travel) (including weekends) during peak season
- Ability to plan, track and document travel on an ongoing basis
- Knowledge of building codes, as they pertain to fire and electrical codes as well
- Valid driving license
- Knowledge of OES Quality Management Systems, ISO 9000, and other operating procedures

**Technical Skills**
- JobBoss, SharePoint and CRM
- Product Knowledge
- Electronic/Electrical Knowledge
- Technical Drawings
- Case Management
- Forklift Operation
- Working from Heights
- Aerial Lift
- Project Management
- Knowledge of different sports rules
- Troubleshooting and diagnosis
- Operate electronic diagnostic equipment
- LED Displays
- Video Production
- Industry Products and Software

**Cognitive and Physical Demands**
- Able to assist Production and/or Engineering Department(s) when necessary in order to ensure on-time delivery of OES Scoreboard products
- Ability to communicate technical knowledge and instructions to both technical and non-technical persons
- Travel on regular basis
- Moderate physical effort which may include (but is not limited to) the following:

- Sitting for periods of 3 hours

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