After Sales Technician

Job Description

Job Description

Description:

This is primarily an in-office technical support role, focused on helping Customers by phone and email. After Sales Technicians troubleshoot product and service issues, document solutions, and work closely with internal teams to ensure a positive Customer experience. While the role is mainly office-based, it also offers occasional hands-on opportunities such as supporting installations, training, and trade shows.

Primary Responsibilities:

· Abide by the company’s Quality Management System

· Prioritize customer satisfaction and maintain compliance with statutory and regulatory requirements

· Protect the company’s assets, reputation, goodwill, and marketplace stature at all costs

Essential Functions:

This position will perform the below listed duties consistently, accurately, timely, safely, and at the lowest feasible cost:

· Listen to Customers patiently and maintain professionalism under pressure.

· Resolve problems quickly and escalate when necessary.

· Suggest improvements to troubleshooting guides and processes.

· Solve service issues and enter orders for service parts (warranty/parts sales).

· Coordinate with Team Members to find solutions.

· Create accurate reports and maintain product databases.

· Provide feedback and industry insights to Marketing and R&D.

· Maintain all tools, equipment, and workspaces.

· Observe safety rules and promote a safe work environment.

· Perform all other duties as assigned by the President.

Minimum Qualifications:

· Excellent listening and communication skills.

· Strong problem-solving and decision-making ability.

· Leadership and motivational skills.

· Ability to work under pressure, both individually and as part of a team.

· Attention to detail and mechanical aptitude.

· Knowledge of electrical and fuel systems.

· Understanding of XLT products, Customers, competitors, and markets.

· Proficiency in Microsoft Office and database systems.

Core Values:

· Teamwork – Give more than you take

· Excellence – Strive to win at what we do

· Integrity – Do what’s right, even when it’s hard

· Respect – Treat others as you want to be treated

Physical Requirements:

· Ability to lift up to 50 pounds

· Ability to stand, walk, and use hands for up to 10 hours per day

· Ability to climb, balance, stoop, kneel, crouch, and crawl as needed

Mental Requirements:

· Basic math skills (add, subtract, multiply, divide)

· Read, speak, and write English clearly

· Convey information effectively and judge distances, shapes, and fits

Required Reading/Development

· XLT Quality Manual

· Kaizen Revolution

· The Little Big Things

· How to Win Friends and Influence People

· 2 Second Lean