Field Service Tech on Call Job Listing at Kelly Services in Mentor, OH (Job ID 9630353)

Description

Direct Hire Service Tech 
Hours: 9am to 5pm + OT (M-F)
Pay: $75,000+ salary
Location: Remote + some travel 
Benefits: Health, Dental, Vision, 401k, PTO, and Paid Holidays + BONUS

Job Description Summary: 

The Service Administrator plays a key role in managing customer service inquiries and ensuring that issues are addressed efficiently and effectively. As the primary point of contact for customers, the Service Administrator is responsible for managing and troubleshooting open tickets, scheduling technicians, and coordinating with internal teams to resolve customer issues. This role requires a strong problem-solving ability, attention to detail, and excellent communication skills in a fast-paced, dynamic work environment.

Essential Duties & Responsibilities:

• Customer Support & Troubleshooting: Serve as the first point of contact for customers reporting issues. Provide remote troubleshooting and diagnose problems with equipment.
• Ticket Management: Manage open service tickets, ensure timely follow-ups, and maintain accurate service records in the system.
• Collaboration with Technicians & Engineering Teams: Work closely with service technicians and engineering teams to facilitate technical solutions and expedite issue resolution.
• Data Entry & Reporting: Accurately input equipment service records, track service requests, and document solutions.
• Service Requests & Quotes: Process service requests and generate service quotes for field repairs.
• Parts Management: Find, order, and track necessary parts and service bulletins.
• Customer Communication: Provide proactive communication with customers regarding the status of their service tickets and manage call routing.
• Service Follow-Up: Regularly follow up on open tickets both internally (with technicians and engineers) and externally (with customers) to ensure timely resolution.
• Field Visits: Occasionally assist with planned field visits as required.
• Other Tasks: Support additional tasks and projects as designated by the department manager.

Qualifications & Experience:

• Education: Bachelor's degree preferred; however, a combination of relevant education and experience will be considered.
• Experience: Minimum of five years of related experience in hydraulics, electric PLC systems, refrigeration principles, or a similar technical field.
• Technical Knowledge:
  • Ability to read, interpret, and use electrical and hydraulic schematics.
  • Knowledge of PLC and CAN-bus systems.
  • Proficiency in troubleshooting electrical systems, hydraulics, air conditioning, and diesel engines.
• Certifications:
  • Certification to handle refrigerants (Section 609, Type II, or Universal) is preferred.
• Customer Service Skills: Previous customer service experience with strong written and oral communication skills.
• Software Proficiency: Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
• Additional Skills:
  • Strong organizational and time management skills.
  • Ability to work independently, take initiative, and make sound decisions in high-pressure situations.
  • Experience with heavy equipment is a plus.
  • Ability to manage a large volume of service tickets and prioritize effectively.
• Travel Requirements: Some travel may be required for field visits or other duties as needed.

Key Traits & Abilities:

• Problem Solving: Must be able to think critically and analyze issues quickly, providing effective solutions.
• Customer Focus: A proactive and customer-oriented approach, with a focus on providing clear, effective communication and service.
• Detail-Oriented: Must demonstrate a high level of accuracy in managing service records and tickets.
• Adaptability: Comfortable working in a fast-paced environment and managing multiple priorities simultaneously.

Work Environment:

• The role requires working in a dynamic and fast-paced environment with frequent communication with both internal teams and customers.
• The Service Administrator will be expected to manage service tickets and coordinate technical troubleshooting across different systems, ensuring both customer satisfaction and operational efficiency.

Interested? Apply today or use this link to schedule directly on my calendar https://calendly.com/dans465

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

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About Kelly

Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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