Job Description

The Service and Lab Technician is a hands-on hybrid role that supports Service, Engineering, Customer Service and Production. This person repairs and tests customer tools, teaches service classes, and helps the customer service team with technical questions, order entry and customer calls. When Engineering needs support, this person runs validation testing in the AMKUS lab, including durability cycle tests, load checks and teardown of field returns. The role also serves as backup on the assembly line when needed. Priorities shift week to week, so the ideal candidate is flexible, organized and focused on the critical few priorities that most affect safety, quality and customer response time.

ESSENTIAL FUNCTIONS

Tool Service and Repair

· Disassemble, analyze, repair and rebuild customer-returned rescue tools, pumps, hoses and accessories within company turnaround targets.

· Process return goods authorizations (RGAs) and warranty repairs; record findings, parts used and labor time in the ERP system.

· Perform final pressure and function testing to confirm compliance with company specifications and applicable NFPA standards; keep detailed records of test results and failures by model.

· Ensure service repairs meet the same quality, documentation and inspection standards as new production.

· Stay current on product and part revisions by working closely with Service, Engineering and Quality.

Service Training

· Teach service and maintenance classes to dealers, fire departments and other customers at our facility.

· Help develop and update training materials, service manuals and hands-on demos.

· Track class attendance and technician certifications.

· Maintain demonstration and training equipment.

Customer Service Support and Backup

· Answer technical service questions from dealers and customers by phone and email.

· Serve as backup to the customer service team, answering customer calls and placing orders when needed.

· Help troubleshoot tool issues and recommend repair or replacement options.

· Work with customer service on RGAs, service quotes, parts identification, service timelines and repair status updates.

Lab Testing (Engineering Support at Amkus)

· Set up, run and monitor tests per test procedures and engineering requests, including durability cycle tests and load measurement checks.

· Inspect parts before, during and after testing; document wear, damage and failure modes with notes and photos.

· Tear down field returns in a controlled, documented way to preserve evidence and support failure investigations.

· Record test data and prepare clear test summaries for engineers.

· Build prototype and sample tools and sub-assemblies to drawings and work instructions.

Production Line Backup

· Support the assembly line when needed to meet production schedules.

· Assemble and test tools to approved work instructions, standard work and torque requirements.

Quality and Continuous Improvement

· Follow ISO quality system requirements, including documentation control and traceability.

· Identify, tag and contain nonconforming material according to established procedures.

· Identify recurring field and service issues; support root cause analysis and corrective and preventive actions (CAPA) with Engineering and Quality.

· Offer suggestions to improve products, processes and service workflows; participate in Lean and Kaizen activities.

· Keep service and lab areas clean, organized and 5S compliant.

· Track parts, fixtures, test samples and service inventory; flag calibration due dates on test equipment.

· Follow all OSHA and company safety rules, including safe work around hydraulic pressure and high loads.

Qualifications

· Required

o High school diploma or GED.

o 2+ years of hands-on experience in mechanical repair, service, test lab or assembly work, preferably in an ISO-certified manufacturing environment.

o Strong mechanical aptitude with hand and power tools, torque wrenches, presses and test equipment.

o Able to read and interpret drawings, technical manuals, test procedures, instruments and gauges.

o Able to use measuring tools (calipers, micrometers, gauges) and perform basic math to calculate test results.

o Clear, professional communication with customers and coworkers by phone, email and in person, including taking customer calls and entering orders.

o Comfortable presenting and teaching small groups.

o Able to manage several tasks at once and shift priorities in a fast-paced, high-mix environment.

o Accurate record keeping and basic computer skills (ERP, order entry, Excel, Word, email).

· Preferred

o Associate degree or technical certificate in mechanical, hydraulic or engineering technology.

o Experience with hydraulic systems, pumps or high-pressure equipment.

o Fire service, rescue or emergency equipment background, including knowledge of NFPA standards.

o Experience teaching technical or hands-on training classes.

o Experience with cycle test rigs, load cells and data acquisition systems.

o Experience with teardown and failure analysis of field returns.

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