Service Supervisor

Advance Energy Fort Collins , CO 80521

Posted 2 weeks ago

POSITION SUMMARY:

Acts as the primary point of contact for technical and field related issues for the string inverter service line. Provides direct technical support to external customers as well as internal co-workers.

Performs troubleshooting and repair of electronic equipment to meet delivery schedules and performance standards. Receives instructions on daily work and new assignments. Duties and tasks are standardized but what is performed will vary day to day and can take place both in house and in the field.

ESSENTIAL RESPONSIBILITIES:

Develops, communicates, and implements short term plans consistent with organizational and business unit goals. Includes resource planning, goal setting, prioritizing and managing time.

Drives their functional team to meet metrics, goals, and objectives and leads improvement projects.

Provides coaching and contributes to the professional growth of employees.

Responsible for staffing activities including hiring recommendations, performance appraisals, promotion, and discipline.

Develops and implements structures that promote work team ownership of continuous improvement and corrective action processes.

Works cross-functionally to review, analyze and optimize new and existing products and processes.

Responsible for making management level decisions during hours of operation when Manucturing Manager is not onsite

Acts as the technical interface with other departments.

Models professional and positive work ethics.

Considers the impact of quality on the customers when making decisions.

Product technical support and troubleshooting

Customer Interaction / Case Management - case follow through and closure

Performs various repair operations on electronic components and sub-assemblies.

Troubleshoots failed RMA units to root cause.

Performs mechanical repair and assembly operations on RMA units.

Fully tests units after repair to determine that they meet AE specifications.

Determines and implements any additional non-break services that may be required during the repair process.

Uses test procedures, drawings, schematics and verbal/written instructions to test, repair, and troubleshoot units.

Accurately and completely documents repair activities and test results.

Participates in creation of repair quotes.

Provides failure analysis data to the Service department.

Maintains fixturing, performs calibration, preventive maintenance and corrective maintenance.

Performs the setup, calibration, testing and troubleshooting of circuits, components, instruments, and mechanical assemblies.

Works on assignments that are semi-routine in nature where the ability to recognize nonconformities is required.

Considers the impact of quality on the customers when making decisions.

Communicates openly and effectively with all colleagues in a professional manner.

Understands and follows all safety requirements.

Understands and follows all ISO practices and procedures.

May act as a technical interface with other departments.

Models professional and positive work ethics.

Light travel may be required from time to time, domestic or international, to assist in training or with customer issues.

Works effectively in a team environment.

Other duties as assigned.

WORK ENVIRONMENT:

Works in a standard office environment and uses general office equipment (telephone, PC, copier, fax machine, etc.).

Works in a customer service and manufacturing environment that may be fast paced.

Many tasks are repetitive in motion and include the use of electronic assembly equipment.

May work independently and in remote locations as needed.

SKILLS:

Ability to communicate effectively and professionally with a variety of customers.

Strong oral and written communication skills. Ability to organize and express thoughts in a clear and easy manner, in which customers can understand. Ability to communicate via all possible methods to all possible audiences from domestic to international, and from peer to manager.

Strong technical writing skills. Ability to write clear, concise and complete technical explanations and directions.

Excellent customer service/interpersonal skills. Must be able to deal with customers and co-workers in a patient manner, especially in difficult situations. Ability to recognize different communication and cultural styles and adjust accordingly.

Requires the use of independent judgement, responsible actions and professionalism in all customer dealings.

Ability to make decisions using judgement, experience and knowledge of AE policies.

Ability and willingness to engage and effectively resolve conflict situations and employee disciplinary issues.

Ability to organize, schedule, coordinate and negotiate effectively and to set priorities in a manner which ensures maximum performance and goal accomplishment.

Working knowledge of performance appraisal process, as well as familiarity with applicable rules and/or regulations governing the relationship between employee and employer.

Ability to multi-task and handle many different priorities.

Ability to seek guidance and ask questions when necessary.

Strong computer skills, including experience with Microsoft Office Outlook, Internet browsers, Enterprise Requirements Planning (ERP), and Customer Relationship Management (CRM).

EXPERIENCE:

Essential:

Minimum of five to ten years experience as an electronics technician or technical support role.

Desirable:

ERP and CRM experience

Solar industry related experience

EDUCATION:

Essential:

Associates Degree in Electronics and/or equivalent education or experience

Desirable:

Bachelors Degree in Electronics or other Engineering discipline



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Service Supervisor

Advance Energy