Job Description
JOB SUMMARY Under the direct supervision of the Service Manager, the Field Service Technician is responsible for performing planned maintenance, repairs, and limited troubleshooting on various models of forklifts and material handling equipment. This position involves daily interactions with clients, focusing on building and maintaining long-term relationships by actively listening to their needs and ensuring their equipment and service requirements are met.
DUTIES AND RESPONSIBILITIES •Troubleshoot, diagnose, and repair all manufacturer types of lift trucks and components.
•Perform all assigned Planned Maintenance (PM) on customer lift trucks.
•Perform proper PM's and engine tune-ups on various makes of equipment without supervision, in a timely manner.
•Operate service van in a clean, safe, and secure manner following all required safety rules for the job.
•Assist with training/mentoring apprentice mechanics through on-the-job training.
•Follow all safety procedures in performing work as well as company policies.
•Always demonstrate exceptional customer service skills by interacting with clients in a
professional manner
•Properly identify and order all necessary replacement parts.
•Test lift equipment to ensure repairs were completed correctly.
•Ensure batteries for electric forklift trucks are fully charged.
•Inspect lift equipment to ensure that it is working properly and safely.
•Use TW Mobile application to process service calls by entering service order details in a timely manner. Ensure all work order details are accurate, such as, work description, time tracking hours, tech notes, tech recommendations, service images, service checklist and required
parts.
•Perform other duties as assigned.
Requirements
REQUIRED SKILLS/ABILITIES: •Excellent mechanical repair skills.
•Excellent analytical and problem-solving skills.
•Ability to visually diagnose mechanical issues.
•Proficient with computer diagnostic equipment and software.
•Ability to read service and repair manuals.
•Ability to perform repairs in a timely fashion.
•Ability to read work orders.
•Able to read and understand electrical and hydraulic system schematics.
•Able to repair, or replace major system components, including circuit boards and other electrical parts, hydraulic, mechanical, L.P. systems, power steering and transmissions, engines with limited supervision.
•Excellent verbal and written communication skills.
•Ability to work at a fast pace and under pressure.
•Ability to multitask and work independently.
•Advanced customer service skills.
•Be able to use all special tools properly. Own, maintain and properly use the normal tools of the trade.
EDUCATION AND EXPERIENCE: •High school diploma or equivalent.
•2-5 years prior Forklift Mechanic/Technician experience in Material Handling Industry.
•Valid driver's license, good driving record, and ability to safely operate lift trucks.
PHYSICAL REQUIREMENTS: •While performing the duties of this job, the employee is regularly required to talk, hear, stand, walk, use hands to handle tools or feel, and reach with hands and arms.
•Must be able to work safely in noisy environments with various odors present.
•Ability to regularly lift to 50 pounds and occasionally up to 100 pounds safely.
•Must be able to inspect equipment and determine necessary repairs.
•Good vision is required for inspecting repair work.
•Able to bend, stretch, push, pull, and move as needed to reach, clean, and service machinery.
•Must be able to bend, stretch, kneel, and squat to perform repairs and inspections.
•Must be physically capable of accessing all parts of the forklift requiring repairs or maintenance, including kneeling or lying on the back.
Performance Metrics: •Diagnostic and Repair Accuracy
•Planned Maintenance (PM) Completion Rate
•Safety Compliance
•Customer Satisfaction
•Parts Identification and Ordering Efficiency
•Equipment Testing
•Battery Maintenance
•Work Order Accuracy
•Mentorship Effectiveness
Task Completion Rate
Certain key business indicators that will measure the effectiveness of the Field Service Technician. These include the following:
- First-Time Fix Rate : Percentage of repairs completed successfully on the first visit, reflecting troubleshooting and diagnostic accuracy.
- Planned Maintenance (PM) Completion Rate: Percentage of PM tasks completed on time as assigned.
- Repair and Tune-Up Completion Time : Average time taken to complete repairs and engine tune-ups without supervision.
- Service Van Compliance Rate: Percentage of service vans inspected and compliant with safety and cleanliness standards.
- Customer Satisfaction Score (CSAT): Average customer feedback rating on the quality of service provided.
- Parts Order Accuracy: Percentage of parts ordered correctly, ensuring minimal delays in service.
- Repair Success Rate: Percentage of lift equipment tested and verified to be working properly after repairs.
- Battery Maintenance Compliance: Percentage of electric forklifts with fully charged batteries.
- Work Order Accuracy: Percentage of service orders entered into the TW Mobile app with accurate details (time tracking, tech notes, parts, etc.).
- Mentorship and Training Effectiveness: Improvement in apprentice performance based on feedback and completion of training milestones.
Salary Description
$33-$38 Total Warehouse
Job Tags
Apprenticeship,