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Service Technician

About the company:

Our client is a broad based engineering company and an associate of a larger group of companies with engineering fabrication activities in Malaysia and Indonesia supplying products and services throughout SE Asia, all compliant to best practice and the highest international standards.

The Australian operations and capabilities center around Industrial and Oil and Gas sectors where the products and services for Industrial are generally oil free and oil flooded compression, filtration, air drying, piping and pressure vessels and for the Oil and Gas division the company extends to well heads, separators, pipe spools, water filtration, well head compression, pipelining and environmental services.

The role;

The Service Technician is responsible for the repairs and building of compressor, pumps and associated items. Diagnostic, fault finding, warranty preparation, repairing, replacing of parts and warranty items. Once completed they will be responsible for quality control and customer satisfaction through our first time fix policy and open communication with the customer.

The role works within the service department reporting into either the Service Manager or Service Advisor.

Duties include but are not limited to the following;

  • Diagnostic, fault finding & installation of all compressors, pumps and associated items as required.

  • Customer visits; site surveyors and preparation of quotes to include replacement parts, warranty items, hours required to repair/ replace items as per the diagnostic advice.

  • Responsible for diagnosing a solution and ensuring we provide a first time fix resolution in most instances.

  • Provide honest feedback to the customer highlighting the issues, problems and potential solutions in a way that is non-technical and customer-orientated manner.

  • Provide the sales department with specific leads for the replacement of new items.

  • Ensure all work is completed within the hours/ time quoted per job and all repairs completed to high standard that promotes customer satisfaction.

  • Compile and update sales information with brochures, electronic information for distribution to our customers, distributors and internal staff.

  • Support the business by being available to talk direct to customers either at the desk or via the phone, as required or directed.

  • Support the service function with resource as required.

  • Help support and train other technicians with product knowledge, sharing of best practice and support/ guidance when required.

  • Handle all customers in a courteous, efficient and considerate manner.

  • Maintain good clear customer forms, quotes and correspondence on a daily basis to ensure accurate analysis of potential and lost lead.

  • Maintain and improve personal product and technical knowledge through information bulletins, magazines, training courses and best practice sharing.

  • Maintain up to date knowledge of our competitors, pricing and service offering.

  • To support and promote the philosophy of total customer satisfaction

  • To carry out any other reasonable duties as directed to ensure the efficient and smooth running of the Sales Department.

  • To be personally smart and presentable in company uniform, appearance and manner in order to portray the professional image of the Company.

  • To comply with all the quality standards agreed within the business and to have personal responsibilities for the application of the businesses policy and procedures.

  • To implement a continuous improvement programme and update policies, procedures, process to improve the daily work routines.

Key Skills;

  • Technically minded/ trained preferably with an engineering background.

  • Logical, methodical and desire for quality.

  • Time Management.

  • Clean, tidy presentable and a passion for customer empathy& satisfaction.

  • Customer focused with a first time fix mentality.

  • Ability to diagnose and quote accurate timings for repair, servicing and installations.

As part of the Drake application process it is required for you to complete Drakes pre-employment assessment which includes a drug and alcohol screening, police clearance and online Drake induction.