Job Summary

Responsible for providing after-sales service and equipment support for Aladdin Temp-Rite's healthcare foodservice equipment, including troubleshooting, parts identification and sales, warranty administration, loaner equipment coordination, third-party service scheduling, and preventive maintenance contracts.

Duties and Responsibilities

• Respond to customer and service agency inquiries about part number identification, service part prices, technical information and equipment trouble-shooting.
• Responsible for service parts order entry, tracking, and RMAs.
• Coordinates multiple aspects of HOD loaner program including shipments and returns, fleet management, work order quotations and billings, and rental billings.
• Enforce Aladdin warranty, exercising judgment concerning warranty claims, scheduling service agents, coordinating warranty service with suppliers and entering equipment warranty in computer system.
• Schedule service agencies to repair Aladdin equipment that is under warranty, lease or covered by PM contract. Follow up with customers and service agencies to ensure that work was performed and/or parts were received satisfactorily. Provide feedback to sales force about status of service work as necessary.
• Monitor and update service part pricing to achieve department margin goals. Regularly evaluate all service parts margins to identify necessary price increases. Set inventory levels for service parts.
• Maintain warranty tracking through claims being entered, updated and closed
• Provide feedback to product management and manufacturing engineering about recurring service problems with Aladdin items.
• On-call emergency service handling after-hours emergency service calls including equipment troubleshooting and HOD loaner unit dispatching.
• PM contract administration including creating contracts and quotes for PM contracts and extended warranties, managing contractors, and working with customers.
• Source service agencies for new customer locations as well as for enhancement of service provided to existing areas.
• Provide training to Aladdin personnel, outside contractors, and customers on Aladdin equipment.

Required Skills/Abilities

• Advanced problem solving skills
• Able to clearly interpret and present complex technical information
• Computer proficiency required. JD Edwards EnterpriseOne experience preferred.
• Strong communications skills, oral and written.
• Excellent telephone and interpersonal skills.

Education and Experience

• Two-year technical degree preferred; equivalent experience in commercial equipment service, repair, or technical customer support may be considered.

Working Conditions

• Light to moderate noise (i.e. normal open office business environment with computers, phones and printers)
• Ability to work in a confined space (car, office or cubical)
• Ability so sit at a computer terminal for an extended period of time.
• Occasional overnight travel to customer sites or suppliers as needed to support business.

Physical Requirements

• Regularly required to walk, stand, sit, talk, hear and use hands and fingers to operate a computer and telephone keyboard
• Specific vision abilities required to include close vision requirements due to computer work
• Light to moderate lifting.

Aladdin Temp-Rite provides equal opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.