After Sales Technician

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.

Requirements:

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