Job Description

About Yamato: Yamato is a global leader in advanced weighing, filling, and inspection solutions, with a legacy dating back to 1920. The company manufactures weighing technology used in heavy industrial and food applications.

Learn more at YamatoAmericas.com

Yamato Corporation Offers Exceptional Employee Benefits

At Yamato Corporation, we prioritize the well-being of our employees. As a valued member of our team, you can expect:

• Comprehensive Health Benefits: We provide 100% company-paid premiums for health, dental, and vision coverage, along with life insurance and both short- and long-term disability options. Your health is important to us, and we are committed to supporting it.
• 401(k) with Company Match & Immediate Vesting: Eligibility for our 401(k) plan begins the first day of the month following 30 days of service, with a 4% company match on employee contributions of 5% or more. Best of all, you are fully vested in the employer match from day one.
• Generous Paid Time Off (PTO): We understand the importance of work-life balance. Our employees accrue 18 days of PTO each calendar year, allowing you to rest, recharge, and focus on what matters to you most.
• PTO Carryover Benefits: Enjoy flexibility with our PTO carryover policy, which allows a portion of unused PTO to be carried over into the following year, providing you with additional time off when needed.
• 10 Company-Paid Holidays: Celebrate and unwind with 10 paid holidays each calendar year, ensuring you have time to relax and enjoy life outside of work.

JOB FUNCTION : Responsible for managing service department personnel, including workload distribution, overtime, and overall labor resource planning. Additional responsibilities include coordinating demonstrations, installations, training, and the repair of scales at customer facilities. Provides high-level customer support and professionally handles escalated customer and troubleshooting issues.

ESSENTIAL FUNCTIONS :

• Manages the coordination, deployment, and performance of field service technicians, including oversight of service calls, troubleshooting, site visits, warranty administration, and order processing.
• Communicates with customers via Yamato help desk telephone system or email. Assists in troubleshooting and resolving escalations to maintain a high level of customer satisfaction.
• Establishes and drives performance standards for field technician service providers, while monitoring, reviewing, and analyzing their capabilities within the regions.
• Collaborates with field service technicians to ensure timely resolution of service tickets, and minimal touchpoints.
• Sends estimated service quotes to customers. Receives purchase orders from customers and assigns technicians to jobs. 
• Gathers and reviews information from service technician’s reports for customer invoices.
• Prepares equipment PO’s, installation and parts lists, and vendor required items as well as to coordinate shipments and installations to customer sites.
• Coordinates and schedules customer training sessions and product demonstrations, either on-site at the customer’s facility or at the Yamato facility.
• Communicates with sales staff regarding new scale purchases. Provides service quotes for installations and/or customer training sold with a machine.

ADDITIONAL RESPONSIBILITIES : Trains and delegates tasks to other company field service technicians. Available to travel independently or with field service technicians to customers’ facilities for meetings and equipment repairs.

SUPERVISORY RESPONSIBILITIES : Yes

QUALIFICATIONS :

• Bachelor’s degree in electrical/mechanical engineering or five to seven years of experience in packaging machinery or similar industry. 
• Minimum of two years of experience in managing or scheduling activities required.
• Excellent organizational and leadership skills with ability to lead by example.
• Excellent verbal and written communication skills, with strong analytical, critical thinking abilities. 
• Proficient in Windows-based software, including Microsoft Excel, Outlook, and Word.
• Knowledge of basic accounting and finance principles. 
• Maintains a valid driver’s license and must be insurable.
• Ability to climb ladders and platforms averaging 15 feet high.
• Ability to obtain and maintain forklift certification.
• Requires a passport to travel outside of the United States.

PHYSICAL DEMANDS : Must possess strength, stamina, and mobility to perform medium to heavy physical work, to climb and descend ladders, to operate a variety of tools and equipment, and to operate a motor vehicle; vision to read printed materials; hearing and speech to communicate in person and over the telephone. Finger dexterity needed to access, enter, and retrieve data using a computer keyboard, calculator and to operate tools and equipment. Frequently bend, stoop, kneel, reach, and inspect work sites. Must possess the ability to lift, carry, push, and pull materials and objects weighing up to 50 pounds or heavier weights with assistance and/or the use of proper equipment.

WORK ENVIRONMENT: Working in both indoor and outdoor environments with moderate to loud noise levels. Working in all weather conditions. Exposure to chemicals, mechanical and electrical hazards, and hazardous physical substances and fumes.

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