Service Technician

Job Details: Job Location: Blackfoot ID - Blackfoot , ID, Salary Range: Undisclosed, Building strong relationships with our customers goes far beyond having the parts they need or reducing their down time. It’s about understanding the entire customer journey; starting with what they experience from the moment they start thinking about buying a part or requesting technical support, and ending when they receive an invoice and pay us. We must make that “journey” as straightforward, transparent, and efficient as possible. It must be a journey each customer looks forward to making again.

Key Responsibilities

1. Customers: Provide exceptional customer service and ensure that customer’s needs are met by:

Providing in-shop and in-field support, including troubleshooting, diagnosing, and repairing customer equipment accurately and efficiently.
Maintaining regular communication with customers to explain estimated time of arrivals, work to be performed, answer questions, and offer maintenance recommendations.
Assisting CSRs with the PDIs and Setups of new machines.
Identifying potential issues on machines during service calls and recommending maintenance, repairs, or upgrades to customers.
Conducting post-season and pre-season machine inspections, advising customers on recommended maintenance to keep their equipment running optimally.
Following up as needed to ensure that customer concerns are not left unresolved.

2. Employees: Support and contribute to the success of the entire team by:

Assisting and mentoring less experienced Technicians to help them develop their skills and ensure high-quality service.
Participating in Spudnik’s Training program to develop critical knowledge and skills required to be an expert in the industry.
Staying up-to-date on new equipment, maintenance techniques, and safety protocols through continued training.

3. Store Operations: Help create a collaborative work environment and optimal service operations by:

Communicating openly with other Technicians, Parts personnel, and the Service Manager to ensure efficient job coordination and customer satisfaction.
Ensuring accurate and thorough completion of all SROs, including documenting repairs, parts used, and recording labor hours.
Following Spudnik Standard Operating Procedures.
Maintaining the cleanliness and organization of the Store to expected levels.
Model company values – We listen, We walk our talk, We challenge tradition, We do the right thing, We work safe.
Other duties and responsibilities may be assigned as necessary.

Qualifications:
Technical training or certification in equipment repair preferred.
Mechanical, hydraulic, and electrical system knowledge.
Strong troubleshooting and diagnostic skills.
Excellent communication with customers and team members.
Valid driver’s license; CDL or equipment transport experience preferred.
Commitment to safety practices and ongoing learning.
Regular lifting, carrying, pushing, or pulling of materials weighing up to 50 lbs, performed safely and as part of normal duties.
Ability to travel.

Level 1 (Entry-Level/Foundational):

Capable and competent in performing tasks, contributing to the team, and focusing on learning and applying foundational skills.
Works under close guidance and supervision, requiring support for problem-solving and decision-making.
Completes assigned tasks efficiently but primarily focuses on individual contributions.
Shows eagerness to learn and develop but relies on established processes and routines.

Level 2 (Intermediate/Proficient):

Demonstrates strong competence in their role, able to handle more complex and varied tasks.
Works with moderate independence, taking initiative to solve problems and adapt to changing circumstances.
Balances efficiency with quality while optimizing work processes.
Acts as a proactive collaborator, supporting cross-functional efforts and driving team outcomes and success.

Level 3 (Advanced/Expert):

Operates at an expert level, consistently delivering high-impact results to drive success and solving complex challenges. 
Works autonomously, taking ownership of outcomes, and trusted to make strategic decisions to elevate team performance.
Innovates and optimizes processes, introducing new methods to achieve goals more efficiently.
Demonstrates an excellent attitude, fostering collaboration, positivity, and alignment with organizational values; often oversees or mentors Level 1 and 2 employees.
Consistently goes beyond assigned tasks, works through time constraints, aligns efforts with long-term goals, and setting a strong example for others.