As a Sr. Service Application Specialist with Kohler Power
Systems, this is your unique opportunity to set your mark and live on the
leading edge. Under the supervision of the Supervisor-Service Switchgear
Systems, the Sr. Service Application Specialist provides leadership in field
service which includes troubleshooting, technical information assistance,
application data, warranty processing assistance, and distributor/dealer
training in a back-up role.
HOW YOU WILL CONTRIBUTE
- Provide informative and technical advice to distributors and customers by telephone, correspondence, and field trips in regard to proper generator maintenance, repair, operation, and training.
- Provide informative and technical support via telephone and email to distributors, dealers, Kohler switchgear technicians and occasionally end customers, on Kohler product ranging from the early vintage to present day product lines. This service is necessary for customer satisfaction and repeated sales.
- Aid and support Distributors, Dealers, and OEM’s and other accounts with
applications, installations, and technical support on products including :
- •Industrial Generator Sets including units manufactured by Kohler and SDMO
- •Automatic Transfer Switches including Kohler manufactured and non Kohler
- manufactured product sold by Kohler including Zenith, Westinghouse, Thompson Technologies, and Square D products.
- •Residential/Commercial Generator Sets
- •Mobile Generator Sets including Auxiliary Power Units including knowledge of HVAC systems
- •Marine Generator Sets
- •Generator Set Accessories including enclosures and fuel tanks manufactured by 3rd party suppliers
- •AC Generators manufactured by other companies and used by Kohler including Marathon Electric, Leroy Somer, Kato Engineering
- •Engineered Special Products
- •Setup, Configuration, and troubleshooting of Kohler and Industry based
network communication systems and devices such as but not limited to:
- Monitor II,
- Monitor III
- RSA 1000
- ATS Annunciator
- Modbus communications
- Ethernet communications
- Modbus/Ethernet converters
- Kbus/Modbus converters
- Remote Digital Gauges
- Power Scan wireless monitor
- Device installer software
- Surveyor
- MPAC Setup software
- Site Tech Software
- OnCue
- Basic knowledge of network communications is required of: terminology, protocols, standards, internet models, system wiring, and network configuration.
- Utilize knowledge of engine communications (J1939 & CAN Bus, Smartcraft)
as well as engine manufactures monitoring software and associated diagnostic
tools to properly assist in troubleshooting engine issues, but not limited to
the following software/hardware products:
- • E-Controls (General Motors, Doosan)
- • John Deere Service Advisor
- • Vodia (Volvo)
- • Woodward Tool Kit (Mitsubishi)
- • PST (DPG governor controls)
- • KPST (Kohler brand labeled governor controls)
- • DDDL (Detroit Diesel)
- • Diasys (MTU, MDEC/ADEC)
- Successfully provide extended Project Management for long term customer service issues including administration of assigned field rework programs, field updates, and unique customer issues.
- Technical support for all products manufactured in Kohler and support for
Kohler and SDMO offices worldwide:
- Support warranty administrator by reviewing warranty claims to determine their validity and to determine if the claim cost is valid. Contact customer direct to discuss the claim and drive to a common resolution.
- Support Supplier Recovery process by inspection of product to determining if returned components, were due to application issues, installation issues, customer misuse or if the component failed and should go back to the supplier for recovery. Direct contact with suppliers to provide information on the application and failure mode.
- Respond to letters e-mails, and other forms of communications regarding Kohler generator product issues, complaints, parts identification, wiring diagram requests, etc.
- Investigate and evaluate field complaints on product issues being reported by customers and owners. Provide documentation to various departments for corrective action. Assist Engineering and quality in answering the field complaints driving resolutions to complaints. By providing input and ideas to solve the field problem. These solutions are then implemented into production.
- Coordinate the return of generator products and components from the field for further evaluation to determine the cause of failure and the validity of warranty claims
- Provide support to Sales Administration Department for the application, service, and troubleshooting of our products.
- Provide support to the Aftermarket Parts Department with regard to interpretation of parts needed for repair and the identification of parts requested by customers.
- Provide support services for all Kohler Power Systems Group offices worldwide including EMEA, Singapore, and China. Provide backup technical support for worldwide customers when local offices are not available
- Travel as needed worldwide to support customers and owners in the event that field issues cannot be resolved by local support.
- Attend meetings regarding field issues, field complaints, and new product development.
- Work with our Technical Publications Department to review technical manuals on existing and new product. Review of operators manuals, service manuals, wiring diagram manuals, installation manuals, TT sheets, and service bulletins. Using our technical knowledge we advise the technical publications staff as to changes that should be made to the manuals and alert them to mistakes that are in current manuals.
- Under the direction of the Supervisor – Switchgear Service, provide testing support for in house switch gear line up testing.
- Service Specialists are required to provide pager / telephone support, during factory and holiday shutdowns.
RELATIONSHIPS AND CONTACTS
Supervisory Relationships:
- Reports to Supervisor-Service Switchgear Systems
Organizational Relationships:
- Frequent contact with Generator Production, Sales, and Inspection Departments to solve service problems and improve product quality.
- Frequent contact with the Technical Publications Department to review and obtain service literature.
- Frequent contact with Sales Administration staff to provide technical assistance.
- Frequent contact with Parts Marketing staff to determine service needs, stocking codes, identification, and supersession.
- Frequent contact with Engineering Department to keep informed on new developments.
- Frequent contact by phone and conversation with our Area Sales Managers and Account Executives providing technical assistance in all areas pertaining to service.
External Business Relationships:
- Daily contact with distributors and dealers by phone and correspondence.
- Frequent contact with original equipment manufacturers by phone and
- correspondence.
- Frequent contact with individual customers by phone and correspondence.
- Moderate personal contact with dealers, distributors, and OEM accounts to train their service personnel and discuss service and warranty problems.
MINIMUM REQUIREMENTS - WHAT YOU NEED TO
QUALIFY
- Associate’s Degree in Electromechanical Technology or related field or equivalent experience.
- A thorough understanding of generators, engines, and related controls is necessary.
- 5+ years experience with experience in operation of ATS, gensets, or other electric power distribution equipment.
SKILL PREFERENCES – HOW YOU CAN STAND OUT
- Some knowledge of electronics is desirable.
For application instruction contact kimberly.hughes@adp.com
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