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SUMMARY

Responsible for troubleshooting and service of customer owned equipment as well as entering/maintaining related service data in company database. To strive for the timely service of flashlights to the complete satisfaction of the customer and to maintain department ISO goal in regards to turnaround time. Responsible for working with customers to solve equipment problems and expedite the necessary service orders.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. General Duties
• Present a professional and courteous image to Streamlight customers. Handle customer telephone calls in a tactful manner.
• Assist with customer problems via telephone / email correspondence.
• Quote prices and take orders for spare parts not covered under warranty.
• Identify material needs and ascertain realistic deliveries when quoting customer.
• Report problems of an unusually high occurrence to supervisor.
• Continuously strive to improve skills and knowledge through on the job and outside training.
2. Technical Duties
• Perform necessary service on all Streamlight Product.
• Maintain a good understanding of current flashlight technology.
• Work towards becoming a specialist in one or more products or product lines.
• Enlist the support of MFG Engineering for complex repair operations.
• Provide suggestions to department supervisor or MFG Engineering in the development of new fixtures to aid in troubleshooting of product.
3. Customer Service Duties
• Instruct or train ASC personnel in operation and service of selected products, as required.
• Investigate customer complaints regarding quality, tolerances, specifications, and delivered condition of product. Record the status and disposition of customer complaints and claims, and inform supervisor of results.
• Perform service and initiate follow-up calls to customer when needed. (estimates / upgrade quotes)
• Service walk in customers in person; supplying quote if applicable, performing service, supplying parts, and collecting payment as required.
• Handle sensitive payment info (i.e. account numbers, credit card info) with utmost care and security.
4. Documentation/Software
• Accurately complete all required fields in the Service Software and verify before finalizing order.
• Provide customer with a detailed estimate for service.
• Prepare internal estimate of turn around time for service.
• Submit all applicable service documentation to the supervisor when necessary.
• Forward all documentation on service units to archives files.
• Ensure documentation on all products is accurate and complete.

GENERAL DUTIES

• Maintain a neat and orderly work area.
• Adhere to company policies and practices.
• Follow safety rules and common sense safety practices.
• Keep Supervisor aware of problems and schedules.
• Interface effectively with others.
• Participate in sound quality practices.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES: This is not a supervisory position.

EDUCATION and/or EXPERIENCE: A minimum of two years assembly and / or repair experience with a demonstrated high degree of ability to successfully perform all duties of this position. Basic understanding of electronic theory is a plus.

Preferred -Associate's degree (A. A.) or equivalent from two-year College or technical school in the area of electronics.

LANGUAGE SKILLS: Ability to read and comprehend simple instructions and technical data. Ability to effectively communicate one-on-one with customers and ASC personnel via telephone and / or email correspondence.

MATHEMATICAL SKILLS: Ability to comprehend and apply normal arithmetic functions.

REASONING ABILITY: Ability to apply common sense understanding to carry out multiple step instructions.

OTHER SKILLS AND ABILITIES: Must demonstrate a thorough understanding of testing and repair of electronic equipment. Must be proficient in use of a soldering iron, Digital Multi-meter, various hand and power tools, and other electronic equipment. Must have general computer experience and software navigating and executing ability. Must posses the ability to learn new software as introduced.

PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to stand; use of hands, talk, and hear. The employee is occasionally required to climb or balance. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.

WORK ENVIRONMENT: While performing the duties of this job, the employee is frequently exposed to risk of electrical shock. The employee is occasionally exposed to moving mechanical parts, fumes or airborne particles, and vibration. The noise level in the work environment is at times loud, but usually moderate.