Tech Support Coordinator

Description

• Create and Share Documentation: Provide clear technical support materials, including reports and repair documentation, to help customers understand solutions.
• Collaborate Across Teams: Work closely with internal teams to resolve issues and contribute to continuous improvement initiatives.
• Positive Customer Interaction: Maintain a friendly, approachable attitude with both customers and team members, ensuring that all interactions are positive and productive.
• Predict and Prevent Failures: Identify recurring problems and emerging trends, making proactive repair recommendations to prevent future issues.
• Ensure Customer Satisfaction: Follow up with customers to ensure their problems are resolved, and their expectations are exceeded.
• Diagnose Equipment Problems: Listen closely to customers' descriptions of issues, analyze troubleshooting codes, symptoms, and data to pinpoint causes of failures or potential issues.
• Provide Expert Technical Assistance: Handle customer inquiries, troubleshooting requests, and provide solutions for mechanical, electrical, and hydraulic issues on MQ Power equipment.
• Contribute to Knowledge Sharing: Research and document effective troubleshooting techniques, repair procedures, and solutions to expand our knowledge base and FAQ database.
• Maintain Accurate Records: Document all interactions with customers, ensuring that all service issues and troubleshooting results are logged and organized.

Requirements

• Self-motivated with the ability to manage multiple tasks and work independently.
• Solid troubleshooting skills and the ability to diagnose complex issues based on various data sources.
• Strong customer service skills, including effective telephone communication and problem-solving.
• Experience with electrical troubleshooting, engine data analysis, and interpreting system codes.
• 3-5 years of hands-on electromechanical experience or related training.
• Associate’s degree or equivalent from a technical school or two-year college.
• Previous experience with diesel-powered generators is highly preferred
• Ability to communicate technical information clearly, both in writing and verbally.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook) and familiarity with CRM or service tracking software.
• Strong understanding of mechanical, electrical, and hydraulic systems, including the ability to read and interpret schematics and diagrams.

Benefits

• Tuition Reimbursement up to $5,250 a year
• Excellent Benefits Package for Full Time Employee that starts the 1st of the month after 30 days of hire date
• Employee Assistance Program
• Generous Paid Time Off - Accrue up to 4 weeks per year
• 401(k), and other financial benefits
• Medical, Vision & Dental plans (including orthodontic coverage
• MetLife Hyatt Legal and AFLAC benefit plans
• Company paid Life, AD&D, short-term and long-term disability
• 11 paid Holidays
• Compensation $25-$30/hr

Training + Development

Interview process

Visa Sponsorship

Security clearance