Technical Support Specialist
Company Name:
WorkStaff USA Staffing Agency
Provides technical assistance/product support to customers and sales dealers of street sweeper chassis mounted products assuring high quality service and customer satisfaction.
Primary Duties and
Responsibilities:
Position assigned to the Elgin Sweeper Service Call Center. Focus is to diagnosis truck chassis and sweeper systems over the phone with sales dealers and end users.
System Knowledge
Provide technical support and troubleshooting assistance with customers primarily over the phone and through electronic communication.
Knowledge of methods, techniques, parts, tools and materials used in the maintenance and repair of equipment. This includes but is not limited to hydraulic, electronic, pneumatic, auxiliary engines, PTO, structural and mechanical systems.
Knowledge of methods, techniques, parts, tools and materials used in the maintenance and repair of trucks. This includes but is not limited to HVAC, air brakes, electronic systems, steering, suspension, transmission and engine.
Knowledge of operation and maintenance of a wide variety of hand and power tools, shop tools, test equipment.
Knowledge of chemicals and lubricants used in automotive servicing.
Extensive skill and experience using scan tools, OEM service tools (John Deere, Danfoss and Vanasco), following diagnostics and test procedures.
Applies judgment in resolving service, warranty or technical problems falling within established limits of authority and knowledge.
Assist in developing and conducting service-training programs. Assist in the development of service and parts bulletins and notify customers of product changes and/or issues.
Assist in maintaining product and pricing information on online parts lookup system by communicating changes to manuals internally and through website.
Customer Service Duties
Work in call center environment answering inbound customer calls concerning inquiries about one or more Elgin Sweeper products. Manages telephone answering for optimum customer responsiveness.
Build customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other Elgin Sweeper departments.
Demonstrated excellent interpersonal relationship skills, ability to build and cultivate long-term relationships with both internal and external customers, and expert communication skills (phone and personal.)
Ability to effectively handle multiple priorities, organize workload, and meet deadlines.
Ability to maintain and perform top level professional integrity and appearance as an Technical Support Specialist.
Assist distributors and sales dealers in the administration of our warranty and customer related policies and procedures.
Respond to written and phone requests for service, warranty or parts assistance from our distributors, dealers or end-users.
Provide sales support with technical review of application inquiries.
Troubleshooting Duties
Troubleshoot and implement appropriate actions to remedy issue(s) via phone for a wide variety of electrical, hydraulic, pneumatic, mechanical equipment and or chassis component systems. Escalate to service management if the problem cannot be resolved.
Capable of reading and interpreting a variety of schematics and drawings while interfacing with internal company personnel, vendors and dealer/customers.
Identify the root cause of customer problems and action required to resolve, whenever possible, using company databases, customer information, and collaboration with other departments.
Implement appropriate actions to remedy equipment related issues.
Assist sales dealers in evaluating individual case information to determine if an issue is warrantable or should be considered for good will or policy adjustment.
Collaboration Duties
Ability to work in a team-based environment and achieve common goals.
Serve on a rotation within the department to be available for on-call technical assistance service after-hours and during weekends.
Participate in development of technical data sheets and other training related materials.
Recordkeeping Duties
Ability to perform daily record keeping and reporting.
Provide accurate documentation of all customer contacts.
Record the details of cases in Customer Relations Management system for later review and analysis.
Perform other duties and assignments as assigned.
Qualifications:
1. Self-motivated with a high level of mechanical aptitude.
2. Associates degree in Automotive repair preferred, Bachelors degree a plus.
3. ASE Master Truck Technician a plus. CDL license preferred. Ability to obtain CDL within six months required.
4. A minimum of 5 years of vehicle/equipment service and repair experience. Combination of education and field experience will be considered.
5. Demonstrated excellent verbal and written communication skills.
6. Travel may be necessary up to 20% of the time.
7. Proficient in all MS Office products (Word, Excel, PowerPoint, etc.) and video photography.
More Information About the Job
Whats exciting about this opportunity?
This is a phone center job that works with customers have issues in the field with Elgin Street Sweepers. Our company is into it's 101st year of existence and we are the industry leader in our industry. We have production and engineering support for our Technical Support Specialists so there is always places to go with tough field issues
How would we describe our team and culture?
Very stable and collaborative.
What kinds of people succeed in our organization?
People who work well with others and like heavy manufacturing products.
What are the top 3-4 things the person in this position will be challenged with in the first 60-90 days?
Learning the products is the biggest challenge for the role.
12 months from now, what would the person in this position have accomplished to be successful?
Strong product knowledge with an expert ability to troubleshoot hydraulic, electrical or mechanical issues on chassis mounted street sweeper equipment.
What are we looking for on the resume, and why?
Experience working in a service center dedicated to large farm, municipal or contractor machinery.
What are we willing to be flexible on, and how?
Formal education is preferred, but not required if experience warrants.
Is this a replacement or a new position?
Replacement. The former position holder was promoted internally.
Where does the position sit in the organization and who does this position report to?
In the corporate office located in Elgin, IL. reporting to the Service Manager.
Does this position have direct reports?
No.
Who will the person in this position interact with?
Outside customers internal coworkers in engineering, production, warranty and sales.
Whats the bonus percentage?
7% based on company and individual performance paid annually. There is an opportunity to achieve 14% if financial health of the company warrants.
Is there equity?
No.
Are we ready to hire the right candidate immediately?
Yes.
Is relocation available?
Consider but cannot guarantee.
Is there flexibility in hours and/or the ability to work remotely?
No.Estimated Salary: $20 to $28 per hour based on qualifications.
WorkStaff USA Staffing Agency
Provides technical assistance/product support to customers and sales dealers of street sweeper chassis mounted products assuring high quality service and customer satisfaction.
Primary Duties and
Responsibilities:
Position assigned to the Elgin Sweeper Service Call Center. Focus is to diagnosis truck chassis and sweeper systems over the phone with sales dealers and end users.
System Knowledge
Provide technical support and troubleshooting assistance with customers primarily over the phone and through electronic communication.
Knowledge of methods, techniques, parts, tools and materials used in the maintenance and repair of equipment. This includes but is not limited to hydraulic, electronic, pneumatic, auxiliary engines, PTO, structural and mechanical systems.
Knowledge of methods, techniques, parts, tools and materials used in the maintenance and repair of trucks. This includes but is not limited to HVAC, air brakes, electronic systems, steering, suspension, transmission and engine.
Knowledge of operation and maintenance of a wide variety of hand and power tools, shop tools, test equipment.
Knowledge of chemicals and lubricants used in automotive servicing.
Extensive skill and experience using scan tools, OEM service tools (John Deere, Danfoss and Vanasco), following diagnostics and test procedures.
Applies judgment in resolving service, warranty or technical problems falling within established limits of authority and knowledge.
Assist in developing and conducting service-training programs. Assist in the development of service and parts bulletins and notify customers of product changes and/or issues.
Assist in maintaining product and pricing information on online parts lookup system by communicating changes to manuals internally and through website.
Customer Service Duties
Work in call center environment answering inbound customer calls concerning inquiries about one or more Elgin Sweeper products. Manages telephone answering for optimum customer responsiveness.
Build customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other Elgin Sweeper departments.
Demonstrated excellent interpersonal relationship skills, ability to build and cultivate long-term relationships with both internal and external customers, and expert communication skills (phone and personal.)
Ability to effectively handle multiple priorities, organize workload, and meet deadlines.
Ability to maintain and perform top level professional integrity and appearance as an Technical Support Specialist.
Assist distributors and sales dealers in the administration of our warranty and customer related policies and procedures.
Respond to written and phone requests for service, warranty or parts assistance from our distributors, dealers or end-users.
Provide sales support with technical review of application inquiries.
Troubleshooting Duties
Troubleshoot and implement appropriate actions to remedy issue(s) via phone for a wide variety of electrical, hydraulic, pneumatic, mechanical equipment and or chassis component systems. Escalate to service management if the problem cannot be resolved.
Capable of reading and interpreting a variety of schematics and drawings while interfacing with internal company personnel, vendors and dealer/customers.
Identify the root cause of customer problems and action required to resolve, whenever possible, using company databases, customer information, and collaboration with other departments.
Implement appropriate actions to remedy equipment related issues.
Assist sales dealers in evaluating individual case information to determine if an issue is warrantable or should be considered for good will or policy adjustment.
Collaboration Duties
Ability to work in a team-based environment and achieve common goals.
Serve on a rotation within the department to be available for on-call technical assistance service after-hours and during weekends.
Participate in development of technical data sheets and other training related materials.
Recordkeeping Duties
Ability to perform daily record keeping and reporting.
Provide accurate documentation of all customer contacts.
Record the details of cases in Customer Relations Management system for later review and analysis.
Perform other duties and assignments as assigned.
Qualifications:
1. Self-motivated with a high level of mechanical aptitude.
2. Associates degree in Automotive repair preferred, Bachelors degree a plus.
3. ASE Master Truck Technician a plus. CDL license preferred. Ability to obtain CDL within six months required.
4. A minimum of 5 years of vehicle/equipment service and repair experience. Combination of education and field experience will be considered.
5. Demonstrated excellent verbal and written communication skills.
6. Travel may be necessary up to 20% of the time.
7. Proficient in all MS Office products (Word, Excel, PowerPoint, etc.) and video photography.
More Information About the Job
Whats exciting about this opportunity?
This is a phone center job that works with customers have issues in the field with Elgin Street Sweepers. Our company is into it's 101st year of existence and we are the industry leader in our industry. We have production and engineering support for our Technical Support Specialists so there is always places to go with tough field issues
How would we describe our team and culture?
Very stable and collaborative.
What kinds of people succeed in our organization?
People who work well with others and like heavy manufacturing products.
What are the top 3-4 things the person in this position will be challenged with in the first 60-90 days?
Learning the products is the biggest challenge for the role.
12 months from now, what would the person in this position have accomplished to be successful?
Strong product knowledge with an expert ability to troubleshoot hydraulic, electrical or mechanical issues on chassis mounted street sweeper equipment.
What are we looking for on the resume, and why?
Experience working in a service center dedicated to large farm, municipal or contractor machinery.
What are we willing to be flexible on, and how?
Formal education is preferred, but not required if experience warrants.
Is this a replacement or a new position?
Replacement. The former position holder was promoted internally.
Where does the position sit in the organization and who does this position report to?
In the corporate office located in Elgin, IL. reporting to the Service Manager.
Does this position have direct reports?
No.
Who will the person in this position interact with?
Outside customers internal coworkers in engineering, production, warranty and sales.
Whats the bonus percentage?
7% based on company and individual performance paid annually. There is an opportunity to achieve 14% if financial health of the company warrants.
Is there equity?
No.
Are we ready to hire the right candidate immediately?
Yes.
Is relocation available?
Consider but cannot guarantee.
Is there flexibility in hours and/or the ability to work remotely?
No.Estimated Salary: $20 to $28 per hour based on qualifications.
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