Job Details
This position assists with all daily DFE/RP Service Department responsibilities, including but not limited to verbal and written technical customer assistance, technical training, and technical collaboration with Mueller's DFE/RP internal/external customers. Includes writing and/or updating technical service manuals, service bulletins, replacement parts pages, and warranty administration, claims processing and documentation. Travel as necessary to perform job tasks.
Essential Job Functions
- Provide superior technical customer service by resolving service and product reliability related issues in a prompt, courteous, and knowledgeable manner as received from Dealers, Regional Sales Managers, Internal and External Customers, and DFE/RP Management. Includes documentation, delegation, review, and follow-up with the Dealer and/or End User, Production, Engineering, Product Development, Purchasing, Vendors, and Sales Management.
- Individual must develop and maintain a competent and ongoing knowledge of the technical operation of the DFE and RP product lines, which includes electrical, refrigeration, and dairy sanitation regulations.
- Assist in conducting DFE Service Training Seminars, including facility maintenance, equipment installation, developing training agendas, materials, presentations and visual training aids.
- Initiate and maintain DFE/RP Service materials in an updated and current manner. This includes Installation and Service Manuals, Service Bulletins, and Technical Training Aids.
- Assist customers with warranty issues in accordance with Mueller's written warranty policies and procedures.
- Administer warranty program, including processing claims, maintaining documentation, and communications with customers and vendors regarding warranty issues.
- Cooperate, assist, and add value to Sales/Service business relationships with internal and external customers in a competent manner.
- Provide on-site support for both DFE and RP products lines as needed.
- Assist production teams in identifying and resolving quality issues as needed.
- Attend and contribute to open book management.
- The ability to work in a constant state of alertness and safe manner.
- Perform other related duties, as needed and assigned, including backup for other department personnel, to ensure support of the DF/RP product lines.
- Travel 25% including travel within the continental US and international travel (Mexico, Canada, etc.).
- Must have a valid driver's license for travel.
- Regular, in-person attendance due to necessary teamwork and personal interactive nature of this position.
Knowledge, Skills, Abilities (Competencies)
- Proficiency with the MS Suite, including Word, Excel, and Power Point
- Excellent oral and written communication skills
- Strong interpersonal and organizational skills
- Exceptional work ethics and initiative, ensuring all task are followed through in a fast-paced and diversified work environment
- Ability to analyze difficult situations and react in a timely manner
- Ability to prioritize and multitask
- Individual must possess a valid "Universal" EPA 608 Refrigerant Usage Certificate
- Knowledge of JDE is a plus
- Knowledge of dairy farm milk cooling is a plus
- Knowledge of process chillers is a plus
- Knowledge of Mueller DFE/RP products is a plus
Education and Experience
- A technical degree from an accredited Electrical and/or Refrigeration Trade Institution (or) three+ years of proven technical service experience in the electrical or refrigeration trades (or) a combination of education and field experience equivalent to three+ years in the electrical or refrigeration trades
Base Compensation Range: $46,696 - $70,045 annually
Variable Compensation Range: Incentive bonus eligibility up to 10% of gross annual salary base on company performance (as of 2024).
Health and Ancillary Benefit Overview
- Medical, Dental & Vision Insurance with low employee premiums
- Free off-site medical clinic
- Company paid Life Insurance & Short-Term Disability
- 401k - Employer match of up to 4.0% for coworker contributions of 8.0% or more
- Company covers tuition costs up to $5,250.00 annually, contingent on course completion and grades
- Paid Time Off and Sick, Family & Parental Paid Time Off
- Ten (10) Paid Holidays
- Four-day work weeks, varied shifts, and flexible remote work options depending on position
- Career progression program for advancement
- Free in-house welding, grinding & machine operation school
- In-house training program
Working Conditions
Professional office environment with some time spent in a manufacturing shop. Use of standard office equipment (computers, phones, copiers, and filing cabinets, etc.). Office environment 60%, Training and testing lab 15%, Field Service/Training work on farm outdoor and/or utility room, 25% includes travel within the continental US and international travel (Mexico, Canada, etc.). Exposure to conditions, such as: dust, fumes, noise and high-degree varying seasonal temperatures.