SERVICE MANAGER / DIRECTOR

• Managing warrantee program

• Managing commissioning of sites

• Managing the scheduling and performance of field techs and subcontractors

• Overseeing the support materials for training, trouble shooting guides, repair and maintenance manuals. Polar engineers’ can provide material, drawings, technical support.

DUTIES AND RESPONSIBILITIES:

• Commissioning generators, installation of parts, maintenance and service repairs.

• Training employees, end users, and others on our product portfolio.

• Provide technical support via phone and email to internal and external customers.

• Maintain customer service logs and internal service records in a timely manner.

• Maintain daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction.

• Utilize the escalation process to resolve customer service delivery issues and conduct root cause analyses that will lead to effective problem solving.

• Interface with prime service partners, electrical contractors, users, other integrators.

• Assist other Field Service Technicians on troubleshooting and technical fixes and may take on additional responsibilities as needed.

• Provide proactive and reactive customer service to build customer satisfaction and create new business opportunities, including analyzing and resolving customer problems.

• Evaluate potential customer needs and make recommendations to improve and maintain the quality of service and to expand relationship.

• Coordinate material returns as needed.

• Assist Billing Department to resolve any invoicing issues.

• travel domestically and abroad regularly to

• Testing engines and generators for conformance to production standards and perform final product testing/acceptance

• Help contribute to critical design reviews for manufacturing and design based on field experiences, service calls, and maintenance logs

• Able to identify problems relating to: nonconforming product, calibration, and unique issues with the site installations working in the field or at our Gardena factory

QUALIFICATIONS AND SKILLS:

Required

• Associate Degree or Technical Degree or equivalent.

• 2 to 5 years applicable experience plus the education listed above.

• Experience troubleshooting electrical systems and the use of electrical diagnostic equipment such as multimeters and oscilloscopes.

• Must be able to read and understand electrical plans, specifications, and installation documents.

• Effective organizational skills, ability to multi-task, prioritize and manage time effectively.

• Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner.

• Process-oriented and creative problem solver.

• Computer networking skills.

• Ability to work in and promote a team environment.

Preferred

Desirable technical skills include:

• Digital controls and Ethernet communications

• Internal combustion engines (natural gas, diesel, propane)

• Solar photovoltaic systems and battery charging

• Electrical/electronic wiring

• DC electrical buss practices

• Electronic instrument skills with: multi-meter, hipot tester, manometer, oscilloscope, data logger, etc.

• Most hand tools

• Trouble shooting failed control circuits

• Networking of control modules (Ethernet, cell phone modems, routers)

Work environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. The physical demands of this position regularly require standing, walking, bending, kneeling, stooping, crouching, crawling, climbing, use hands or fingers. Must be able to lift 50lbs