Technical Call Center Technician

Informations

Reference : US/200

Category : Technical

Location : United States

Type of Contract : Full time job - Permanent

Studies level : Associate Degree.

Experience required : between 2 and 5 years

Description

Answer phone calls, emails and assist Customers with troubleshooting guides and Spare Parts for X-Light Booms equipment.

ESSENTIAL FUNCTIONS

  • Answer phone calls and emails from Customers and assist them with questions and troubleshooting guides.
  • Be always focused on customer satisfaction.
  • Determine through discussion with the customer, what the issue is, machine, potential solutions.
  • Depending on the above criteria, guide the customer to a solution (directly or with the help of a service provider).
  • Ensure the follow up on each call when a call back is necessary.Use the escalation system when necessary.
  • Troubleshooting of hydraulic and electrical circuits and systems.
  • Program control boxes (ECU’s – electronic control units, etc.)
  • Provide Spare Parts Numbers and Prices.
  • Provide Warranty assistance
  • Promote global offers and delivery times for specific parts to drive spare parts revenues.
  • Enter Spare Parts orders in the System.
  • Process RMAs for customer service.
  • Collect Customer data and update various tools (e.g. M3, CRM systems, etc.)

 

JOB REQUIREMENTS

  1. Education:
  • Technical degree on equipment support (maintenance on trucks or heavy construction equipment).
  • Proficiency in Spanish is preferred.

 

  1. Skills and Abilities:
  • Time management
  • Attention to detail
  • Phone troubleshooting
  • Technical knowledge (electricity, hydraulic, electronic)
  • Microsoft Office
  • Computer Skills
  • Empathy with the customer
  • Customer Service Skills
  • Communication Skills

 

  1. Experience:

Minimum 3 years of construction equipment experience (Hydraulics, Electrical schematics)