Product Support Tech

Description

• Communicate information on equipment problems or potential enhancements to other teams within the company.
• Receives calls from customers on equipment operating troubles. Interview customers to understand the operating symptoms, then advises the customer of the course of action by explaining the possible solution and the steps that must be taken to restore equipment to safe and efficient operation.
• Receive inquiries from customers to obtain warranty and operating information on Genie products. Supply information to the customer verbally, in writing, or by sending materials that respond to the request.
• Identify parts and supplies that the customer must have to restore equipment to a safe operational level.
• Occasionally prepares and delivers formal training to customers in the safe operation, maintenance, and care of equipment to assure desired operating level and warranty compliance. May travel to customer locations on an occasional basis, overseeing and repairing operational problems with Genie products.

Requirements

• Proficient in the use of equipment, tools and technology needed to troubleshoot and repair AWP products. (computers, hand tools and digital devices).
• English and Spanish language skills are a plus.
• Ability to explain technical and mechanical concepts to customers.
• Proficient with MS Office including Excel, Word and PowerPoint.
• 3+ years’ experience within the Technical Service business within the heavy equipment or similar industry.
• Good verbal and written communication skills.
• Ability to work and organize with minimal guidance based on a good service-oriented attitude.
• Demonstrate time management and organizational skills.
• Must be a team player and 100% results orientated and ability to work under pressure
• Ability to communicate to internal functions through all available mediums.
• Hands-on knowledge of Genie products is preferred.
• Must be able to learn and maintain a broad knowledge of the manufacturer’s new and recent products.
• Technical knowledge of aerial work platforms.
• Ability to manage expectations and effectively convey customer needs to colleagues and functions throughout the company.
• Ability to multi-task and manage multiple assignments and tasks and set priorities, as well as adapt to changing conditions and work assignments

Benefits

• We offer competitive salaries, health insurance (medical, dental, vision, Rx), life insurance, accidental death & dismemberment (AD&D), short-term and long-term disability, extended leave options, paid time off, company holidays, 401k matching, employee stock purchase plan, legal assistance, wellness programs, tuition reimbursement and discount programs.

Training + Development

Interview process

Visa Sponsorship

Security clearance