Repair Technician

Job Highlights

Company Profile

Milwaukee Tool works in the technology and innovation sector, which includes power tools, power tool accessories, and hand tool businesses.

Job Profile

The company is searching for a Repair Technician who will be responsible for diagnosing and performing quality repairs and servicing the Milwaukee Tool product line following prescribed procedures to ensure proper functioning, safety, and reliability, delivering a high level of customer support and satisfaction, and driving operational efficiency in the Factory Service Center.

Education Level

• High School Diploma or GED

Work Experience

• 1-2 years of previous experience in electrical or mechanical repair (preferred)
• 1-3 years of experience in a customer service position (preferred)

Duties/Responsibilities

Culture Alignment-

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

Operational Excellence-

• Apply problem-solving skills to address issues and provide timely solutions.
• 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.
• Keep records of parts used and provide data for billing or warranty information.
• Perform disassembly of units, diagnosis of operating difficulty, location, and replacement of worn or defective parts within expected times, and troubleshoot by work instructions.
• Set up and perform electrical and mechanical tests to ensure that the product’s repair or work conforms to prescribed quality standards and is safe for customers.
• Track spare parts inventory and order replacements as needed to ensure they are readily available for repairs.

Customer Service Excellence-

• Act as a liaison between the Service branches and our end users.
• Assist in creating ideas to improve end-user experience and loyalty.
• Drive resolution for customer and Milwaukee Field Sales escalations for repairs, warranty guidelines, and program support.
• 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 with up-to-date information, including notes for future reference and analysis.
• Fill and pack orders and repairs for shipment to customers; prepare shipping documents and determine shipping charges by prescribed 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.
• Offer instruction and support to end users on proper equipment usage and basic troubleshooting procedures.
• Position yourself as a knowledgeable resource for the Field Sales, Marketing, and Service organizations in supporting and implementing new product development processes, programs, and operations.
• 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.

Quality, Safety, Continuous Improvement-

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

Skills/Knowledge/Abilities

• Acquire and maintain industry or product-specific certifications or licenses that may be required.
• Adherence to safety protocols and guidelines is paramount to ensure personal safety and the safety of others.
• Bilingual (English/Spanish) is a plus.
• Excellent interpersonal, communication, and customer service skills for dealing with end users and customers.
• Must be proficient in computer skills and Microsoft Office applications.
• Must possess practical business communication skills and the ability to understand the local branch market.
• Proficiency in English, written and verbal.
• Strong analytical and problem-solving abilities are crucial for diagnosing and repairing equipment issues.

Work Environment

• Ability to lift up to 50 lbs.
• Ability to maneuver heavy material weighing up to 300 lbs.
• Ability to travel up to 10% of the time.
• Proficiency in using various hand and power tools, diagnostic equipment, and software.

Employer’s Statement

Milwaukee Tool is an Equal Opportunity Employer.