Carolina Handling, LLC

The Field Service Team is a critical function of our organization providing service support to our customers for field mechanic work material handling equipment (forklifts) and automated warehouse equipment (conveyors, automated guided vehicles, vertical lift modules, robotics, and more). All Field Service team members work remotely, drive a Carolina Handling specialty van, and are positioned within 1.5 hours of their customer base. This allows this team to support over 8,000 customers throughout the southeast in North Carolina, South Carolina, Georgia, Alabama, and the panhandle of Florida. The Field Service team is essential for the efficient and safe operation of our customers’ warehouses and industrial facilities and their material handling equipment. Their work minimizes downtime, enhances productivity, and ensures the longevity of these critical pieces of warehouse equipment. Their commitment to both preventive and reactive maintenance is crucial for maintaining smooth operations in all industries requiring material handling equipment service. Our Field Service team is comprised of Field Service Technicians who provide vital mechanical support to our customers and their operating material handling equipment. Our company relies heavily on our field service team as they enable us to offer our customers quality experience in both excellent customer service and quality mechanical service needs. Their role is to ensure our customer’s warehouse continues to run safely and efficiently, increasing productivity and profitability for our customers. The Field Service Technician position represents an entry-level mechanic/technician role that holds substantial importance in our company's growth and the evolution of our workforce. The field service group makes up 59% of our associates. Partnering closely with our Learning & Development Department, the Field Service Technician receives the necessary support, training, and guidance to effectively serve our customers during their initial stages and as their experience as a technician progresses. The first 3-6 months as a technician are spent with a Field Trainer providing daily support to our customers. The Field Service team is a significant reason we maintain a 98% customer retention rate in customer service agreements. Our Field Service Technicians are expected to provide a high level of service, both in customer and mechanical abilities.

Field Service • Effectively analyzes problem situations pertaining to breakdowns of customer equipment and recommends action necessary to correct situation to customer.• Exhibits a professional demeanor, promotes goodwill between the company and customers by providing a superior level of customer service.• Observes, analyzes, and determines corrective course of action for service and repair of customer equipment.• Performs necessary repairs to correct analyzed situations in a professional and productive manner.• Performs scheduled maintenance on equipment for contracted customers according to Carolina Handling Scheduled Maintenance policies and procedures and proactively addresses needed repairs with Customer.• Performs factory-authorized modifications per specifications• Responsible for providing personal tools required for performing the job effectively and safely• Responsible for keeping work area clean and free of clutter and keeping tools clean and in good repair• Responsible for following customer's safety and housekeeping guidelines when performing repairs at customer site• Prepares necessary documentation relating to each service call in a neat and accurate manner.• Follows safety rules and ensures that hazardous waste is disposed of properlyBusiness Management• Attend monthly field team meetings• Prepares necessary documentation relating to each service call in a neat and accurate manner• Performs proficiency assessment • Account for 100% of paid time• Maintains parts and supplies inventory in service van• Maintains service van to ensure that it is clean, organized and hazard free inside and out• Assure that regular maintenance is performed on service van (i.e. oil changes, tire rotations, etc.) and that required repairs are performed• Responding to internal support and customer emails • Company software (Irium) training and course completion, 8 hoursTechnical Training & Expertise – • Execute your technical and personal training plans aligned to a Field Service Technician role• Review your training plan with your designated Technical Trainer, Service Manager and Field Team Lead on a daily/weekly basis to ensure that training aligns with customer needs and overall development in the role• Completed training with technical training & safety teamso Safety – 13.5 hours within 30 days o Technical Training 25 hours within 30 days  6 additional hours within 60 days  36 additional hours within 90 dayso Raymond Lean Management Basics Program – 12 hours The Field Service Technician is an entry-level role that is responsible for troubleshooting electro-mechanical problems, installations, and perform unscheduled repairs and scheduled maintenance on equipment based on customer demand and need. It is their job to provide complete customer satisfaction in a polite and professional manner while working in a team environment.The material handling industry is increasingly incorporating Internet of Things (IoT) technology and automation. Field Service Technicians will need to adapt to working with connected systems, sensors, and autonomous equipment to perform maintenance, collect data, and troubleshoot issues effectively. Keeping technicians up to date with the latest technology and best practices is essential and ongoing training and skill development programs are provided in quarterly increments to help them adapt to evolving equipment and technologies. Remote support for troubleshooting and maintenance tasks will likely increase. Field technicians may need to work closely with remote experts and use augmented reality (AR) or virtual reality (VR) tools for guidance in complex repair procedures. Excellent customer interaction is essential. Technicians receive ongoing training that is focused on enhancing communication, responsiveness, and service quality to meet customer expectations and satisfaction.As equipment becomes more technologically advanced, field technicians could face the challenge of understanding and troubleshooting complex systems. Our Field Training team comprised of Technical Trainers is there to support our Field Service Technicians to stay afloat with the new technologies our customers are integrating into their warehouses. Disruptions in the supply chain can impact the availability of spare parts and equipment, making it challenging to perform timely repairs and maintenance. Evolving environmental regulations may require field technicians to adopt eco-friendly practices and equipment, adding complexity to their work.The global market for Material Handling equipment is estimated at US$127.7 Billion in the year 2022 and is projected to reach a revised size of US$193 Billion by 2030, growing at a CAGR of 5.3% over the analysis period 2022-2030. To address this growth and possible challenges, our organization invests in initial and ongoing training, new technology and support systems for our Field Service Technicians. Adapting to changing technology and industry trends allows us to be ahead of the curve in maintaining efficient and effective service to our customers.

High school education, plus one to three years mechanical, electrical and hydraulic experience in a similar environment or equivalent in college or vocational education• Ability to communicate effectively with customers, management and co-workers• Ability to read and interpret schematics• Ability to read and understand necessary service and training manuals• Ability to understand and follow verbal and/or demonstrated instructions• Ability to perform arithmetic calculations involving fractions, decimals and percentages• Ability to maintain a good understanding of industry innovations and product availability in order to make recommendations based on customer need• Ability to effectively utilize volt, ohm and multi-meters• Demonstrate a good mechanical and electrical aptitude• Ability to safely operate drills, grinders, presses, forklift, hoists, overhead cranes and personal hand tools• Ability to draw upon available support resources from within the company and recognize when it is appropriate to do such.