Repair Technician

Duties and Responsibilities

Culture Alignment:

• Demonstrate 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.
• Assist in answering alarm calls and take necessary action to secure company property and goods.
• Execute prescribed maintenance, calibration, certification, and inspections using parts sheets, specifications, and drawings made.
• Apply problem-solving skills to address issues and provide timely solutions.
• Set up and perform electrical and mechanical tests 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.
• Track spare parts inventory and order replacements as needed to ensure they are readily available for repairs.

Customer Service Excellence:

• Assist in creating ideas to improve end user experience and loyalty.
• Position self as an knowledgeable and resource for the Field Sales, Marketing, and Service organizations in supporting and implementing new product development processes, programs, and operations.
• Drive resolution for customer and Milwaukee Field Sales escalations for repairs, warranty guidelines, and program support.
• Act as a liaison between Service branches and our end users.
• Respond to customer inquiries and requests and assist in 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.
• Offer instruction and support to end users on proper equipment usage and basic troubleshooting procedures.
• Maintain proficiency on the current line of products through training to drive productivity and high-level 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.
• Ensure accurate and timely order fulfillment and maintain end user records and databases with up-to-date information, including notes for future reference and analysis.

Quality, Safety & Continuous Improvement

• Report operational irregularities and defective materials for quality control.
• Recommend areas for improvement and assist in process enhancements.
• Support initiatives to improve operational efficiency and effectiveness.
• Help 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.