Repair Technician - Service 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:

• 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.