Service Support Specialist

Gorbel’s mission is simple: We improve people’s lives.

That mission guides everything we do, from the products and service we provide to our outside customers to the work environment we foster for our employees. We are a manufacturer of material handling and fall protection products for the production and warehouse/distribution sectors. We’re on the cutting edge of manufacturing and distribution; a thriving, growing company that is constantly seeking out new ways to innovate and elevate our products and our processes – and we’re looking for people like you to join us in that mission.

We’re currently hiring for open positions in the US and Canada. We operate in Canada as Engineered Lifting Systems and Equipment (ELS)/DBA Gorbel® Canada, and subsequent communication related to Canadian positions may show the ELS name. You may be contacted by phone by recruitment personnel based in either Canada or New York.

Work Shift:

Job Description:

The Service Support Specialist will provide support to external customers for product warranty, return, and quality issues as they relate to Engineered Lifting Systems & Equipment products. They will execute basic care, diagnose complex problems, plan and execute repairs, and order necessary parts and supplies as required. This position will make recommendations to clients based upon observed problems and or practical maintenance requirements.

Responsibilities:

Provide technical assistance to customers for resolving service concerns.

Assist customers with product operation, diagnosis, troubleshooting and repair concerns.

Provide customer assistance for parts orders, quotations, process parts orders.

Co-ordinate third-party vendors for onsite repairs to equipment supplied by ELS.

Maintain and create service and parts documents and manuals.

Support the sales and marketing teams by answering technical questions, providing documentation, and evaluating concerns.

Photograph ELS products prior to shipping and during shipping.

Keeps documentation up to date in the proprietary system upon completion of calls; log call reports and general database activity for customer documentation.

Stay up to date on product innovations, competitors’ products, pricing, warranties, and trends across many industries in supply chain, warehousing, and logistics.

Attend meetings and provide trends and tracking in service and parts.

Willing to undertake any other projects or assignments as required

Ability to travel to Customer sites if required

Qualifications:

Post-secondary education (Degree or Diploma) preferred

Experience in manufacturing with a working knowledge of ISO 9000 or Z299 quality environment

Proficient user of ERP systems and lean/continuous improvement techniques

Proficient user of Microsoft Office

5+ years of experience in service and parts or a related field.

Knowledge of AC and DC electrical systems, mechanical and hydraulic systems.

Ability to read specifications and interpret information on job orders and blueprint drawings is an asset.

Previous experience building exceptional relationships, utilizing strong communication (verbal and written), and providing effective customer service by listening and using negotiation techniques.

Experience using an ERP system (Microsoft Dynamics NAV or similar ERP system).

Knowledge of fabrication and machining processes, an asset.

Thorough knowledge of the standard business practices, tools and terminology and services for a manufacturer of custom and standard products.

A reliable vehicle and maintaining a valid driver’s license. May be required to provide drivers abstract related to company insurance to use or drive any ELS/DT vehicle

Maintain a valid passport with ability to travel in North America as needed (typically less than 10% of the time)

Core Competencies, Interpersonal & Intrapersonal Skills:

Good diagnostic skills and the ability to solve problems.

Ability to work with people.

Have a positive attitude and a willingness to learn, teach others and to change, to suit company needs.

Managing the scope and pace of change aligning priorities and resources

Creates an open, positive environment to stimulate open discussions.

Commits to a course of action despite incomplete information, if required.

Actively listens to and understands impact on others.

Demonstrates and elicits trust.

Cultivate effective relationships, be a team player, self-motivated and able to motivate others to reach deadlines.

Encourages constructive questioning to achieve collective success.

Communicates up, down and throughout ELS encouraging candor and clarity, both verbal and written.

Work independently and interdependently utilizing self-leadership skills.

Good organizational skills with attention to detail.

Demonstrates ability to cross train others and can articulate mandate, goals and outcomes of their position within ELS.

Practice’s flexibility, transparency and fairness in all day-to-day activities and actions.

Encourages and incorporates diverse and creative initiatives and perspectives.

Critical thinking and problem solving.

Ability to handle multiple projects concurrently meeting the requirements of timely deadlines.

Working Conditions:

Works in office and manufacturing facility with flexibility for travel to off-site meetings.

Usually works a standard forty (40) hour work week.

May be required to work some overtime hours to attend meetings or meet organizational needs.

May experience tight deadlines and stressful conditions at times.

Must be able to manage frequent interruptions and multiple tasks daily.

Ability to move around factory workstations, and lift from 25 to 50 pounds, walking and stairs.

Sitting, working at desk/personal computer for extended periods.

REQ-2024-905