Technical Services Technician (Continuous Improvement)

Description

POSITION SUMMARY

Position is responsible for testing, investigation, evaluation, and diagnosis of alternators, starter motors, wiper motors and other automotive electric equipment including their components. This position has customer support activities. Troubleshooting customer issues and diagnosing root cause for resolution. This position is responsible for customer satisfaction with products and services. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for the adhering to the policies set forth by the Director of Quality, and WAI Engineering. 
• Direct use of our Quality Response System and all features contained within. A system of tracking customer complaints of quality concerns. 
• Use of measuring/testing equipment, and mechanical tools while performing work item and customer evaluations.  
• Perform Quality reliability testing and failure mode analysis  
• Inspections and testing of product in QRS evaluations 
• Validation of supplier samples against OE and WAI specifications 
• Testing equipment calibration and repairs 
• Detail diagnostics (at the component level) of WAI products related to customer evaluations of labor claims or customer specific requests via the QRS system.  
• Interaction with all WAI departments by providing technical support (Sales, Customer Service, Product Management and others) 
• Managing and providing technical telephone support to customers related to rotating electrical equipment and components 
• Assisting customers with cross references and product lookup 
• Monitor progress in resolution to identified problems leading to completion of improvement projects  
• This position may require travel when needed for support activities due to quality issues or training.  
• Other non-Quality related duties may be needed and assigned.    
• Warranty claims evaluations  
• Communication with Sales and Director of Quality in regard to product quality related issues 
• Communication leading to completion of improvement projects  
• Inter departmental Technical Support   
• Maintain high levels of productivity, efficiency, and quality.  

Requirements

QUALIFICATIONS (Education, Experience, & Skills required)

• College Diploma with min 2 years of related industry experience or High School diploma with min of 5 years of related industry experience  
• 2-5 years of related experience in automotive industry 
• Good working knowledge of DC vehicle electrical systems.  Prior knowledge of commodities to be working with Alternators and Starters specifically and testing and diagnosing failure modes within these commodities. Good understanding of electronics in automotive applications. Mechanically inclined and must be able to work with hand tools and different types of measuring/testing equipment.  
• ASE certification and asset. 
• Windows environment working knowledge of Microsoft Office with emphasis on Excel, Power Point Presentation and Outlook 
• Following instructions, responding to management direction, must be mechanically inclined. Able to work with a variety of mechanical tools and measuring/testing equipment. 
• Good verbal and written communication skills needed. 
• Phone experience or customer service experience a plus. This position will have direct customer contact. 
• Ability to effectively present information in reports, PPT presentations and in one-on-one or small group situations with customers/employees. 

Work Environment

This role involves working in both a professional office environment and a warehouse setting. In the office, standard office equipment such as computers, phones, and photocopiers are utilized. In the warehouse, work environment may involve occasional exposure to outdoor elements such as heat, cold, rain, or wind, particularly when tasks are performed in open or partially covered warehouse areas. 

Physical Demands

• Standing: Must be able to frequently remain in a stationary position
• Walking, Reaching and Handling: Must be able to frequently move about inside the office to access file cabinets, office machinery, etc. Must be able to frequently move about inside the warehouse to access product and machinery, etc.
• Seeing: Frequently reads various documents and operates computer and other office tools/databases/equipment.   
• Talking and Hearing: Frequently communicates with colleagues, co-workers, and customers. Must be able to exchange accurate information in these situations.  
• Manual Dexterity: Frequently operates a computer and other office productivity machinery, such as a telephone, calculator, copy machine