Repair Technician-Shipping Coordinator

We are seeking highly motivated and experienced Repair Technicians at our Factory Service Centers to join our dynamic team! Under the direction of the Factory Service Center Branch Manager, the Repair Technicians will be responsible for diagnosing and performing quality repair and servicing the Milwaukee Tool product line in accordance with prescribed procedures to ensure proper functioning, safety and reliability, deliver a high level of customer support and satisfaction, and drive operational efficiency in the Factory Service Center. The ideal candidate will possess technical expertise and a customer-centric approach.

Duties and Responsibilities

Culture Alignment:

• Exemplify Milwaukee Culture expectations to maximize organizational capacity and contribute to a collaborative, high-performing team.
• Align with the Factory Service Center Branch Manager's efforts to train, coach & mentor for continuous improvement in his/her performance.
• Drive cross-functional engagement with key business partners to achieve strategic objectives and exceed metrics.

Operational Excellence:

• Perform disassembly of units, diagnosis of operating difficulty, location, and replacement of worn or defective parts within expected times and troubleshoot by work instructions.
• Execute prescribed maintenance, calibration, certification, and inspections using parts sheets, specifications, and drawings made.
• Use problem-solving skills to identify complex issues and find solutions quickly and efficiently.
• Set up and perform electrical and mechanical tests referencing parts sheets, specifications, and drawings to ensure that the product's repair and/or work performed conforms to prescribed quality standards and is safe for customers.
• Keep records of parts used and provide data for billing and/or warranty information.
• Manage spare parts inventory and order replacements as needed to ensure they are readily available for repairs.
• Assist in answering alarm calls indicating service center security breaches and take necessary action to secure company property and goods.

Customer Service Excellence:

• Provide training or guidance to end users on proper equipment usage and basic troubleshooting procedures.
• Maintain knowledge and understanding of the current product line to drive productivity and quality of repair while engaging in training on new products to expand capabilities and enhance technical skills.
• Fill and pack orders and repairs for shipment to customers; prepare shipping documents and determine shipping charges by prescribed procedures.
• Position self as an expert and resource for the Field Sales, Marketing, and Service organizations in supporting and implementing new product development processes, programs, and operations.
• Drive resolution for escalated repair requests, warranty guidelines, and program support from users and the Milwaukee Field Sales team.
• Act as a liaison between Service branches and our end users.
• Respond to user inquiries and requests while assisting with performing counter procedures in a timely and professional manner via phone, email, chat, or in-person interactions.
• Engage with end users to understand product service needs, provide updates on repair progress, answer questions, and address concerns.
• Ensure accurate and timely order fulfillment and maintain end user records and databases, including notes for future reference and analysis.

Quality, Safety & Continuous Improvement

• Recognize and report operational irregularities and defective materials for quality control.
• Identify areas for improvement and implement process enhancements.
• Support implementation and practice and execute 6S
• Maintain and update required resources, fixtures, and equipment within the branch to ensure locations follow Milwaukee Service quality and standards.

Education and Experience Requirements

• Requires an education equivalent to a high school diploma or GED.
• 1-2 years of previous experience in electrical and/or mechanical repair is preferred.
• 1-3 years of experience in a customer service position is preferred.
• Proficiency in using various hand and power tools, diagnostic equipment, and software.
• Ability to lift up to 50 lbs.
• Ability to maneuver heavy material weighing up to 300 lbs.
• Must possess practical business communication skills and the ability to understand the local branch market.
• Strong analytical and problem-solving abilities are crucial for diagnosing and repairing equipment issues.
• Excellent interpersonal, communication, and customer service skills for dealing with end users and customers.
• Adherence to safety protocols and guidelines is paramount to ensure personal safety and the safety of others.
• Acquire and maintain industry or product-specific certifications or licenses that may be required.
• Proficiency in English, written and verbal.
• Bilingual (English/Spanish) a plus.
• Must be proficient in computer skills and Microsoft Office applications
• Ability to travel up to 10% of the time.