Equipment Service Specialist

POSITION SUMMARY:    

The function of the equipment service support is to co-ordinate swaps and parts orders with ICEE Service, schedule field refurb visits with national and local accounts based on the traveling schedule, and process JDE receiving requests for non-production Purchase orders. 

 

ESSENTIAL FUNCTIONS:  

 ICEE Service Support 

• Communicate with DD customers, DD Sales Team, and or ICEE Service to co-ordinate parts and swaps based on the nightly Dippin’ Dots ICEE Service report. 

• Determination of an appropriate course of action for problem resolution. 

• Order entry and preparation for shipment of any parts required for a repair to be shipped to an ICEE Service Center. 

• Communicate with ICEE Service to request or schedule a swap. 

•        Order entry for pickup and replacement of equipment when required. 

• Communication with customers and freight carriers to coordinate equipment pickup. 

• Tracking of problems resulting in product loss to determine if credit is due, and if so, to ensure that credit is issued in DDIM. 

• Follow-up communication with customer to confirm problem resolution. 

• Shipping and tracking of freezer parts stocked ICEE Service Centers and needed for repairs. 

• When necessary, locate and schedule 3rd party contractors such as HVAC, electricians, plumbers, and glass companies. 

 

 Field Refurb Schedule 

• Communicate to national and local accounts the scheduled visits of the refurb teams @2 weeks in advance of a planned visit. 

• Work with Equipment Service Manager to adjust the schedule as needed and communicate any changes to accounts. 

 

JDE Receiving 

• Receive in a timely manner any non-production POs for operations. 

• Submit required receipts and any other files to accounting for payment. 

• Electronically submit receipts for any JDE receiving for the DC’s to appropriate person that submits them to accounting. Currently that is the VP of Distribution Operations. 

• Research as needed any requests for back up material for JDE receiving you’ve completed. 

 

 

COMPETENCIES:  

• Good verbal and written communication skills
• Experience in servicing customers via telephone
• Experience in using DDIM
• Basic understanding of DD field equipment: Chest freezers, Walk-in freezers, Kiosks, and Vending Machines
• Good knowledge of U. S. geography
• Creative problem-solving skills
• Ability to respond appropriately in potentially stressful situations

 

 

EDUCATION AND EXPERIENCE:  

  

Required Education:  High school diploma or GED equivalent 

 

Required Experience:  Secretarial and/or clerical experience preferred 

 

TRAVEL REQUIREMENTS: None 

 

 

Job Analysis/Job Description Physical Activities Checklist 

Job title: EQUIPMENT SERVICE SUPPPORT SPECIALIST 

 

Physical Activities  Check all that apply	Frequency  (N)Never, (O)Occasionally or (C)Constantly
Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like.	O
Moving self in different positions to accomplish tasks in various environments including tight and confined spaces.	N
Remaining in a stationary position, often standing, or sitting for prolonged periods.	C
Moving about to accomplish tasks or moving from one worksite to another.	N
Adjusting or moving objects up to 15 pounds in all directions.	N
Communicating with others to exchange information.	C
Repeating motions that may include the wrists, hands and/or fingers.	C
Operating machinery and/or power tools.	N
Operating motor vehicles or heavy equipment.	N

 

 

Environmental Conditions  Check all that apply	Frequency
Low temperatures.	N
High temperatures.	N
Outdoor elements such as precipitation and wind.	N
Noisy environments.	O
Hazardous conditions.	N
Poor ventilation.	N
Small and/or enclosed spaces.	N
Adverse environmental conditions expected.	N

 

 

Physical Demands  Check only one	Frequency
Sedentary work that primarily involves sitting/standing.	C
Light work that includes moving objects up to 20 pounds.	O
Medium work that includes moving objects up to 50 pounds.	N
Heavy work that includes moving objects up to 100 pounds or more.	N