Job Description

Level Experienced Job Location Columbia Machine Inc - Vancouver, WA 98661 Position Type Full Time Salary Range $59,740.00 - $82,400.00 Salary Job Shift Day Job Category Customer Service

Provides technical customer service and support during the installation, commissioning, and servicing of palletizing equipment.

Essential Duties and Responsibilities:

Contributes to customer satisfaction

• Provides comprehensive assistance in person or via phone or email
• Supports customers with timely response to service requests that includes frequent travel up to 75%
• Educates, trains, and troubleshoots problems both on-site and remotely
• Maintains a professional demeanor with customers and establishes a rapport to maintain overall customer satisfaction

Ensures proper electrical and mechanical installation

• Supports local electricians, assemblers, and welding personnel during installation
• Ensures that all aspects of the equipment are functioning properly

Finalizes the equipment commissioning process

• Tests local input and output once the electrical installation is complete
• Tests all devices after installation and assures all control interlocks and alarms are functioning
• Educates and trains customers on equipment to ensure continued proper functioning of the equipment

Ensures that production schedule and profitability commitments are met

• Complete the service trip in a safe and efficient manner within the allotted time frame
• Exhibits continual awareness of quality standards and estimated cost parameters

Assists with sales support

• Increases customer interest in plant upgrades and future modifications
• Prescribes recommended parts that should be purchased and provide recommendations on maintenance issues
• Provides technical support to sales representatives, records key information to aid the sales team in quoting

Documents project requirements

• Completes job and expense reports within established time guidelines
• Documents and communicates information regarding the status of projects, all on-site changes, and provides input and feedback in the development of service manuals.

Utilizes CRM to manage customer relationships

• Utilizes CRM to track relevant service trip reports, assign tasks, and update Service Trip Status

Supports internal and external customer service

• Understands and documents internal and external customer needs and expectations
• Develops resources and critical service metrics to ensure these needs are bring met
• Communicates to appropriate team(s) when an expectation will not be met

Provide After-Hours technical support

• Documents processes and procedures, eliminates non-value added activities, and participates in cross functional CI teams

Customer-Required Drug and Alcohol Testing

• Employees assigned to work at customer sites or on specific customer-related projects at Columbia Machine, Inc./Columbia Okura, LLC. will be subject to any additional drug and alcohol policies and testing programs required by the customer, provided that the policies and programs are consisted with all applicable federal, state and local laws. Before any testing occurs employees who are subject to customer-related testing must sign the Employee Consent to Customer-Required Drug and/or Alcohol Testing Form.
• Valid Driver’s License and Driving Record
• Ability to travel to/from airports and/or customer facilities utilizing your own vehicle or a leased vehicle, therefore requiring a valid Driver’s License and Driving Record that does not fit the criteria of a high risk driver (as noted in our company Vehicle Policy).

Contributes to the continuous improvement effort

• Documents processes and procedures, eliminates non-value added activities, and participates in cross functional CI teams

Maintains professional and technical knowledge

• Establishes personal networks, participates in professional societies, attends professional workshops and reviews publications

Contributes to team effort

• Willing to attempt new assignments or fill in for others as needed; accomplishes other duties as assigned

Participates in applicable SOP and SWI training

Constant (over 66%)

None

Frequent (33% - 66%)

Independence of Action

(Work progress is monitored by supervisor/manager; incumbent follows precedents and procedures, and may set priorities and organizes work within general guidelines established by supervisor/manager.)

Decision Making

(Decisions may affect a work unit or area within a department. May contribute to business or operational decisions that affect the department.)

Problem Solving

(Problems are highly varied, complex and often non-recurring; require novel and creative approaches to resolution. New concepts and approaches may have to be developed.)

Occasional (10%-33%)

None

Seldom (1-10%)

Supervisory Responsibilities - None

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, skills and/or abilities:

Knowledge

Software

• Microsoft Office (Word, Excel, PPT, Outlook)
• CRM (D365 Preferred)

Equipment Operation

• PLC troubleshooting (program editing & network connections)
• Specific Knowledge of RSLogix (PLC code/programming)
• ControLogix (PLC code/programming)
• PanelView (Studio)
• Motion Control

Skills

• Analytical
• Project/Process Management
• Computer/Technical
• Organizational
• Interpersonal Communication
• Problem- Solving
• Written and Oral Communication
• English Language
• Clerical/Secretarial

Abilities

• Strong technical aptitude; has the ability to deal with abstract and concrete variables with a high attention to detail

Education and/or

Experience:

• High School or GED required
• Associate’s degree or vocational or technical school degree preferred
• 3-5 years of experience

Physical Demands(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions)

Constant (over 66%)

None

Frequent (33%-66%)

Sitting, Hearing, Listening, Talking, Standing, Walking

*Carrying up to 50 pounds

* Lifting up to 50 pounds

Occasional (10%-33%)

Bending, stooping, Climbing stairs, Kneeling, Squatting, Crouching,

Seldom (1-10%)

Reaching Overhead, Pulling, Pushing

*Carrying over 50 pounds

*Never exceeding our company manual lifting policy and corresponding SOPs.

Specific vision abilities required for this job include close vision, depth perception, and the ability to adjust focus

Work Environment (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions)

Office Environment: Employees are protected from weather conditions or contaminants, but not necessarily occasional temperature changes.

Travel: May include up to 75% travel to support sales and service efforts

Visits to factories and industrial environments which may include the following exposures:

Extreme Cold: Temperatures typically below 32o for more than an hour.

Extreme Heat: Temperatures above 100o for more than an hour.

Noise: There is sufficient noise to cause you to shout in order to be heard above the noise level.

Vibration: Exposure to oscillating movements of extremities or whole body.

Hazards: Includes a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current, working on scaffolding and high places, or exposure to chemicals.

Oils: There is air or skin exposure to oils or other cutting fluids.

Atmospheric conditions: Conditions that affect the respiratory system, such as fumes, odors, dusts, mists, gases, or poor ventilation.

Required Personal Protective Equipment (PPE’s):

• Safety Glasses
• Hearing Protection
• Steel Toed Shoes
• Gloves as needed
• Hard hats as needed for work above
• Reflective Safety Vest as required

Qualifications

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, skills and/or abilities:

Knowledge

Software

• Microsoft Office (Word, Excel, PPT, Outlook)
• CRM (D365 Preferred)

Equipment Operation

• PLC troubleshooting (program editing & network connections)
• Specific Knowledge of RSLogix (PLC code/programming)
• ControLogix (PLC code/programming)
• PanelView (Studio)
• Motion Control

Skills

• Analytical
• Project/Process Management
• Computer/Technical
• Organizational
• Interpersonal Communication
• Problem- Solving
• Written and Oral Communication
• English Language
• Clerical/Secretarial

Abilities

• Strong technical aptitude; has the ability to deal with abstract and concrete variables with a high attention to detail

Education and/or

Experience:

• High School or GED required
• Associate’s degree or vocational or technical school degree preferred
• 3-5 years of experience