JOB SUMMARY:  The qualified candidate for this role is familiar with GSIS (Global Service Information System), introducing new products into the Service business systems and maintaining mature products throughout their service life period, assisting Technical Service Manager to streamline process, improve efficiency and reduce complexity. He/she provides training & guidance to Technical Support Engineers and ensures data accuracy and standardizations in GSIS.

RESPONSIBILITIES:

Technical Knowledge

• Process new products into the Service Business to facilitate after-the-sale support at SB&D supported locations/sites globally.
• Maintain accuracy of service information for existing products throughout their service life period.
• Provide technical support to global service teams, PSD Buyers, Consumer Service and the PSD warehouse via phone, email and instant messaging
• Participate in Milestone process (Service Reviews) for new products to ensure timely completion of Service deliverables
• Review CRF’s (part change request) from Buyers - part number discrepancies, availability, viability of suggested substitutions and any alternatives to avoid high minimum order quantities
• Assist Technical Service Manager to streamline process, improve efficiency and reduce complexity.
• Provide training & guidance to Technical Support Engineers

Administrative

• Issue service bulletins to communicate repair processes, product improvements, etc.
• To be a mentor for Technical Support Engineer
• Misc. Tasks as directed

System Administration

• Look up standard cost for parts, check stock levels for parts and finished goods, implementation date, production dates for parts / products, look up Manufacturing bills of materials, manufacturing part where-used information, vendor information
• Review spare parts changes in WindChill

Communication & Collaboration

• Collaborate and develop a good rapport with Engineering, Resident Engineering, suppliers and Marketing regarding the setup of new products and changes to mature products sharing information as needed with global teams
• Understand the Service requirements for the markets where the product is sold (full vs. partial support, different Service Life periods).
• Frequent Communication with WindChill Change Admin team to improve efficiency of service reviews. 

Leadership:

• Makes and meets commitments
• Operates in accordance with SBD Business Conduct Guidelines.
• Builds positive work relationships
• Seeks out best practices and executes

REQUIREMENTS:

• Bachelor’s degree (BSEE or BSME preferred) or 10 years related work experience
• Familiarity with Product design, tool applications, etc.
• Expert of GSIS (Global Service Information System), Windchill and SAP knowledge preferred
• Proficient in Microsoft Excel, Word and PowerPoint
• Knowledge of drawing or 3D modeling software (Adobe Illustrator, Creo Illustrate)
• Excellent verbal and written communication skills
• Detailed oriented
• Training skill
• Team player

We Don’t Just Build The World, We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 43,500 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are 

We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.

Global Benefits & Perks
You’ll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire. 

What You’ll Also Get

Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.

Learning & Development: 
Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture:
We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.

Purpose-Driven Company:
You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.