Lead Service Technician

Lead Service Technician

Location:  Waukesha, Wisconsin

Employment Type:  Full-Time, 8am-4:30pm, Monday-Friday

Department:  Service & Operations

Reports To:  VP of Sales

Compensation:  $60,000 annual salary, paid holidays and vacation time, health insurance options and Simple IRA contribution

Position Summary

ErgoStrap Inc., the exclusive U.S. Sales & Service provider for ErgoPack Deutschland GmbH, part of Lifco AB, is seeking a highly organized and detail-oriented Lead Service Technician to support our growing sales and operational activities.

This position plays a critical role in maintaining customer satisfaction, ensuring equipment reliability, and supporting the continued growth of ErgoStrap's U.S. business.

The Lead Service Technician will be responsible for diagnosing, repairing, maintaining, and servicing ErgoStrap equipment while coordinating daily service activities, managing service documentation, assisting with inventory control, and providing technical support to customers and internal sales personnel.

The ideal candidate is a hands-on problem solver with strong mechanical and electrical aptitude, excellent organizational skills, and the ability to take ownership of service department operations.

Key Responsibilities

1. Equipment Service & Technical Support

• Diagnose, troubleshoot, repair, and maintain ErgoStrap pallet strapping systems and related accessories.
• Perform mechanical, electrical, and electronic repairs, including component replacement, system adjustments, and preventative maintenance.
• Inspect and evaluate equipment to determine required repairs, replacement parts, and overall operating condition.
• Perform equipment testing and quality-control inspections to ensure machines meet manufacturer specifications before returning them to customers.
• Provide technical troubleshooting and support to customers via telephone, email, and video conferencing.
• Communicate with ErgoPack Deutschland GmbH regarding advanced technical issues, product updates, warranty claims, and service recommendations.

2. Service Department Leadership & Coordination

• Assume primary responsibility for the daily operation, organization, efficiency, and performance of ErgoStrap's service department, ensuring all service requests and equipment repairs are properly tracked, prioritized, completed, and communicated to customers and management.
• Prioritize service work orders to ensure timely completion and minimize customer downtime.
• Take ownership of service issues from initial customer contact through final resolution, ensuring no service request remains unresolved without documented follow-up.
• Maintain established standardized service procedures, quality-control standards, and best practices.
• Identify opportunities to improve service efficiency, turnaround times, and overall customer satisfaction.
• Provide regular updates to management regarding service department performance, outstanding repairs, and operational challenges.

3. Service Documentation & Administrative Responsibilities

• Accurately document all customer service requests, equipment inspections, repairs, maintenance activities, replacement parts, and completed work orders within company CRM/ERP systems.
• Maintain service records, machine serial numbers, cycle counts, warranty information, customer purchased service plans and replacement-part usage.
• Assist with preparing repair estimates, identifying required parts, and communicating service costs to Sales Operations and customers.
• Track outstanding service requests and follow up to ensure timely resolution.

4. Inventory, Warehouse & Equipment Management

• Coordinate with VP of Sales to maintain appropriate inventory levels of service parts, tools, and replacement components.
• Proactively identify preventative maintenance requirements, replacement-part opportunities, equipment upgrades, and additional service needs within ErgoStrap's installed customer base.
• Coordinate with Sales Operations and Sales Representatives to support customer retention and aftermarket revenue growth.
• Monitor parts consumption and communicate replenishment requirements utilizing the ERP system.
• Assist with receiving, inspecting, and preparing new equipment for customer delivery.
• Perform pre-delivery inspections and equipment testing to ensure systems are fully operational.
• Maintain service tools, diagnostic equipment, and workstations in a clean, safe, and organized condition.

5. Customer Service & Field Support

• Serve as a primary technical resource for customers experiencing machine-related issues.
• Provide professional, responsive, and solution-oriented customer support.
• Conduct virtual customer machine repair, preventative maintenance recommendations and best practices.
• Work closely with ErgoStrap Sales Representatives to resolve customer concerns and ensure a positive customer experience.
• Identify opportunities for preventative maintenance, equipment upgrades, replacement parts, and additional service offerings.
• Build and maintain strong customer relationships through technical expertise, responsiveness, and accountability.

Qualifications & Experience

Required Qualifications

• 2-4 years of experience in mechanical/electrical equipment repair, industrial maintenance, field service, or a related technical role.
• Strong mechanical aptitude and demonstrated troubleshooting abilities.
• Working knowledge of electrical components, motors, batteries, switches, sensors, and mechanical drive systems.
• Ability to read and interpret technical manuals, schematics, and equipment diagrams.
• Strong organizational skills with the ability to manage multiple service requests and priorities.
• Proficiency with computers, Microsoft Office, CRM, ERP and electronic service documentation.
• Excellent verbal and written communication skills.
• Ability to work independently, take initiative, and maintain accountability for assigned responsibilities.
• Valid driver's license and ability to travel occasionally.
• Ability to safely lift and move equipment and components weighing up to 50 pounds, with assistance or appropriate equipment for heavier loads.

Preferred Qualifications

• Experience servicing industrial packaging equipment, material handling systems, or automated machinery.
• Previous experience in a lead service technician or service coordination role.
• Experience using Microsoft Dynamics 365 or similar CRM/ERP service management software.
• Technical certification or associate degree in industrial maintenance, electromechanical technology, or a related discipline.

Key Skills & Competencies

• Technical Expertise: Strong diagnostic, mechanical, and electrical troubleshooting capabilities.
• Leadership: Ability to guide, train, and support other team members while maintaining accountability.
• Problem Solving: Resourceful and analytical approach to identifying and resolving equipment issues.
• Organization: Ability to prioritize service requests, manage documentation, and maintain an efficient workflow.
• Customer Focus: Commitment to providing professional, timely, and effective technical support.
• Communication: Ability to clearly communicate technical information to customers, colleagues, and management.

Performance Expectations

Success in this position will be measured through:

• Timely completion of service requests and equipment repairs.
• Quality and reliability of completed repairs, including minimizing repeat service issues.
• Accuracy and completeness of service documentation.
• Customer satisfaction and responsiveness to technical support requests.
• Effective coordination of service parts, inventory, and equipment.
• Continuous improvement in service department efficiency and operational performance.

Timeline

30 Days - Training and familiarization

·       Learn ErgoStrap equipment, understand current service procedures, review outstanding repairs, and become familiar with CRM/ERP documentation.

60 Days - Operational responsibility

·       Independently manage standard repairs, maintain accurate service records, coordinate repair priorities, and provide direct customer technical support.

90 Days - Department ownership

·       Take responsibility for the service workflow, monitor departmental KPIs, assist in training warehouse personnel, and recommend process improvements.

What ErgoStrap Offers

• Competitive compensation based on experience and technical qualifications.
• Opportunities for professional development and advancement.
• Hands-on training with innovative, German-engineered industrial equipment.
• A collaborative, team-oriented working environment.
• Opportunity to take ownership of and help develop a growing service department.
• The ability to make a direct impact on customer satisfaction and the company's continued growth.

Please submit your resume and cover letter outlining your relevant experience to [email protected]