Production & Service Technician

Production & Service Technician
Job Description

Department: Production & Service
Reports To: Production and Service Supervisor
Employment Type: Full-Time, Non-Exempt

Position Summary

The Production & Service Technician splits time between two closely connected functions: hands-on production and assembly of company-manufactured therapeutic and rehabilitative equipment, and direct customer service, including phone troubleshooting, on-site repairs, and equipment delivery. This is a fast-paced, hybrid role in which the balance of production versus service work shifts based on business needs — production and shop work during steady periods, and service calls, customer training, and equipment delivery when customers need support. Customer interaction, whether on the shop floor preparing equipment or in the field servicing it, is central to this role and directly affects company success. Success requires strong mechanical aptitude, clear communication, adaptability, and a hands-on, problem-solving mindset.

Key Responsibilities

Production & Assembly
•        Perform production, assembly, and finishing of company equipment in accordance with established build and quality-control procedures.
•        Follow standard work instructions and specifications across the company's product lines, maintaining consistency and accuracy at every step.
•        Perform quality testing and inspection on customer returns, complete Non-Conformance Report (NCR) documentation, and maintain accurate return logs.
•        Maintain a clean, organized, and safe production and shop environment in accordance with company standards.
•        Progress through skill-based competency levels as proficiency increases, taking on greater responsibility — including more direct customer interaction — at higher levels.
•        Complete competency assessments associated with each production task in order to advance within the role.
•        Communicate with team leads or supervisors regarding production schedules, material needs, and process issues.

Service & Customer Support
•        Create and manage service cases for all equipment issues, tracking each from intake through final resolution.
•        Provide phone-based troubleshooting support to customers experiencing equipment issues, working to resolve problems remotely whenever possible.
•        Travel to customer locations (or coordinate travel logistics) to perform on-site service calls, diagnose issues, and complete repairs for customers who need hands-on assistance.
•        Deliver and set up new or repaired equipment at customer locations, confirming proper function and fit before departure.
•        Train customers on the safe and effective use, care, and maintenance of their equipment.
•        Develop, document, and circulate troubleshooting guides and standard repair procedures to improve consistency and quality of service across the team.
•        Coordinate pickup and delivery of equipment to and from suppliers, vendors, or customer sites as needed.
•        Initiate customer parts orders related to service calls and collect payment information as required.
•        Manage the full lifecycle of each service call from initial customer contact through completion and documentation.
•        Accurately and promptly log all service call activity, time spent, and outcomes in company reporting systems.
•        Partner closely with the team to proactively identify, escalate, and resolve customer concerns and maintain high satisfaction.
•        Assist fellow service team members with overflow work, complex repairs, or scheduling conflicts as needed.

Quality, Documentation & Continuous Improvement
•        Maintain accurate, well-organized records of service and production activity within company systems (e.g., ERP or CRM platforms).
•        Identify recurring issues or failure patterns in the field or on the production floor and document or escalate them to support ongoing product and process improvement.
•        Follow all safety, quality, and regulatory procedures related to equipment handling, repair, assembly, and testing.

Qualifications

Required
•        High school diploma or equivalent, or equivalent work/life experience.
•        One to three years of directly related experience in electronics repair, mechanical or general handyman services, or a manufacturing/production environment.
•        Strong mechanical aptitude with solid troubleshooting and diagnostic skills.
•        Familiarity with the general operation, capabilities, and limitations of the type of equipment being serviced or produced.
•        Valid driver's license with the ability to safely operate a delivery vehicle in compliance with company policy and applicable laws and regulations.
•        Ability to lift, push, and pull heavy equipment (up to approximately 55 lbs.) and to stand for extended periods, up to a full workday.
•        Willingness to work a flexible schedule, including occasional evenings or weekends, based on business needs.
•        Strong verbal and written communication skills, with the ability to explain technical information clearly to customers.
•        Reliable attendance and punctuality; due to the nature of the business (delivery schedules, order inputs, and customer commitments), attendance and punctuality are essential job functions.
•        Ability to pass a background check.
•        Strong team orientation with the ability to work both independently and collaboratively.

Preferred

•        Associate's degree from a technical or trade school.
•        Prior exposure to ERP or CRM systems.
•        General knowledge of woodworking or general fabrication tools.
•        Computer literacy, including working knowledge of Microsoft Excel, Word, and Outlook.
•        Prior experience in a customer-facing field service, repair, or technician role.

Work Environment & Physical Demands
•        This role combines shop/production floor work with field travel to customer locations; the balance between the two will vary based on business needs and season.
•        Requires regular driving, physical equipment handling, and sustained physical activity, including standing, lifting, and pushing/pulling.
•        Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.