Position Summary

The Post Shipment Services (PSS) Technician is responsible for the planning and execution of warranty work, repairs, carryover work, and job completions that occur after shipment. The PSS Technician will communicate and coordinate directly with Powell’s customers in support of Post Shipment Activities. Posted position does not allow for sponsorship or relocation assistance.

Supervision

None

Essential Responsibilities

Coordinate product returns  Coordinate warranty and other claims  Coordination of supplier recall and safety notices Provide and coordinate product warnings and safety notices Maintain and provide warranty reporting to QA/QC Provide first line support and help for both internal and external customer enquiries Field and manage customer calls Develop cost effective solutions  Triage customer issues and determine root cause Coordinate internal & external support as required Maintain and develop excellent working relationships with company agents and customers  Responsible for achieving high level of customer satisfaction Effectively utilize communication methods and collaboration tools Ensure appropriate records /databases / systems are maintained Produce & maintain archive information as required Prioritization, control and coordination of work Develop design solutions, modify drawings and coordinate internal execution for field fit up issues Support design and drawing creation for aftermarket sales when required  Site visits in support of post shipment service activities and investigations Effective and regular communication between department members is crucial. The PSS Technician must effectively communicate with: Customers, end users, and other external stakeholders Project Management Engineering for all divisions as needed Production Management and Teams Purchasing Department Quality Assurance / Quality Control Commercial/Legal Department Site Service Department Senior Management Shipping Departments

Minimum Qualifications

Mechanical or Electrical Technical Degree: Minimum of Associates, bachelor’s degree preferred Fluency in Autodesk Navis Works, Autodesk Design Review and working knowledge of 3D layout and design

Preferred Qualifications

Skills, Abilities & Other Requirements

The ability to effectively communicate using both verbal and written communication that delivers high levels of confidence in those dealt with internal and external. A relevant technical background. The ability to meet the expectation of both internal and external customer, clients and suppliers through a sound understanding of their requirements, being responsive to their needs and exceeding their requirements. The ability to think through and adopt a clear, sensible approach to planning, prioritizing and organizing tasks and activities to meet deadlines and targets. Makes most efficient use of time and other resources. The ability to pragmatically solve problems using varied approaches and considering all relevant factors and options before making a decision/taking action. The ability to encourage team working within own function and the broader business. The ability to demonstrate energy, drive, commitment and dedication to achieving both own and company success. Proactive in approach, resilient under pressure, ability to maintain clarity and vision, and possesses a strong results orientation. Personal Qualities Honest & Driven Sincere and genuine. Confidence inspiring. Excellent interpersonal skills. Team worker. Dedicated and conscientious. Flexible. Customer Focused. Planning and organizing. Problem solving and Decision making. Communication. Leadership & Empowerment. Development Orientation. Achievement Orientation. Change Orientation/ Continuous Improvement.

Working & Environmental Conditions

Working Conditions

Temperature controlled working environment. Some outside activities may be required. This position may travel out-of-town to attend training and meetings. Typical office environment: may experience minor discomfort from extensive use of a computer display and keyboard; travel between buildings on campus and between campuses.  

Physical Requirements 

Maintaining body equilibrium and agility to prevent falling when walking, standing, crouching, ascending or descending stairs. Sitting, standing and walking for long periods of time. Typing, punching or applying pressure to an object with fingers and palm.

More Information

This job description outlines the essential functions of the job and does not contain a comprehensive list of all possible responsibilities, tasks, and duties.

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