Service Specialist

Dover Corporation Tulsa , OK 74120

Posted 2 weeks ago

Service Specialist

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Date: Apr 5, 2019

Location: Tulsa, OK, US, 74136

Company: Dover Corporation

"TWG" is the group name we use to refer to the industry's foremost producers of quality winches, hoists, gear drives and electronic monitoring systems for global industrial applications. The seven brands comprising TWG include Tulsa Winch, Rufnek, Greer, dp Winch, Gear Products, Pullmaster and LANTEC. Operating from the Jenks, Oklahoma facility are the Tulsa Winch, Rufnek, Greer, dp Winch and Gear Products brands with Pullmaster and LANTEC brands operating from the Surrey, British Columbia, Canada.

By drawing upon the talent of our dedicated employees and the strengths of these brands, TWG, has become known around the world for providing innovative products and solutions designed and manufactured to high quality standards and delivered to our customers on time. The products and solutions produced by TWG find their way into diverse applications including onshore oil and gas, the utility industry, commercial and governmental towing and recovery, construction and offshore cranes, marine applications including fishing and cargo handling, forestry and mining applications and a myriad of other construction applications.

We feel that our success is directly attributable to the creativity, commitment and enthusiasm of our employees.

POSITION SUMMARY

This position reports to the Service Business Unit Manager with responsibilities to work with customers and internal departments to provide customer service for warranty and service on TWG products.

This position will contribute to the success of the operations of TWG by performing the following duties personally as listed in the Essential Duties and Responsibilities section as directed. Other essential duties and responsibilities may be assigned as required.

ESSENTIAL DUTIES AND RESPONSIBILITIES (functions): TWG expects that all employees will work safely without injury maintaining the highest safety standards in compliance with Company safety policies.

  • Receives information from customers such as name, address, unit to be repaired or returned, service to be rendered or parts to be shipped.

  • Troubleshoot electrical, hydraulic and or mechanical issues based on available customer information and create troubleshooting guides where applicable.

  • Enters RMA's into the Company's ERP system as required on units or other components to be returned for repair or credit.

  • Keeps record of service calls, sales orders, RMA's, warranties and credits according to company practices.

  • Works with Engineering to provide quality service to all customers according to company practices.

  • Works with sales department to coordinate customer repairs, service and parts sold according to company practices

AND

  • Provides root cause analysis data to applicable departments.

  • Repairs parts, assemblies performing light electrical / mechanical tasks.

  • Writes detailed repair procedures and or test reports as directed and maintain in Test Procedure library/Standards Library.

  • Writes RMA's as required on units to be returned for repair or credit and prepares sales orders for RMA repairs.

  • Provides field support as assigned; including (not limited to) on-site diagnostics, calibrations, repairs, part sales, and customer presentations

JOB QUALIFICATIONS to include the following. Other job qualifications within TWG may be required.

  • Must have a safety-focused, positive, professional and respectful attitude and communications at all times within and outside TWG and / or Dover OPCS, both domestically and internationally.

  • Must demonstrate the ability to recognize problems, the willingness to respectfully confront problems and demonstrate problem solving skills.

  • Must be open to opportunities to learn and develop new skills.

  • Must learn and apply LEAN process improvement concepts as required.

  • Makes timely decisions and approaches all situations with integrity.

  • Analyzes job tasks to efficiently perform the job requirements in a timely manner.

  • Develops and maintains methods, procedures, attitudes and skills to provide quality work.

  • Has excellent attention to detail completing essential duties in an efficient and timely manner.

  • Maintains a safe, clean, orderly and uncluttered work environment.

  • Must be able to travel as required and/or directed.

  • Becomes familiar and complies with Company procedures and policies as provided in Employee Handbook, Quality Manual, Safety Manual and or Official Postings. Participates in and attends as directed Company meetings, training sessions and seminars.

TOP LEADERSHIP COMPETENCIES This position must consistently strive for continual improvement with the following behaviors found in Dover's Leadership Competencies. The following are the top 3 leadership competencies required for this position.

  • Builds and Manages Collaborative Relationships

  • Customer Focused

  • Results Driven

EDUCATION and/or EXPERIENCE

Associates degree or equivalent from two-year college or technical school in related industry and one to two years related experience and/or training; or equivalent combination of education and experience.

Required Experience:

  • Basic/entry level knowledge of mechanical elements/systems.

  • Basic knowledge of electrical / electronic systems

  • Basic ability to read electrical schematics

  • Basic knowledge of troubleshooting/root cause analysis of mechanical and/or electrical systems.

  • Basic ability to gather data, write reports, and present findings.

Preferred Experience:

  • Experience in gear trains, clutches, brakes, and supporting mechanical elements

  • Experience in crane systems, electronics, LMI's

  • Ability to read hydraulic and electrical schematics and perform diagnostics of hydraulic and electrical systems

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.


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Service Specialist

Dover Corporation