Rapid Response Technician

LeeBoy Inc•Maiden, NC

2d•Onsite

About The Position

The Rapid Response Technician is a full-time position based in our manufacturing plant in Lincolnton, NC. This position will report directly to the General Manager of Product Support. This role is responsible for providing support to our dealers and customers.

Requirements

Three (3) to five (5) years of experience in technical support management with heavy equipment (pavers, construction or other related industries).
Training experience required.
Must have excellent communication skills.
Computer skills: understanding of PC Hardware/Software (Windows, MS Office, Lotus Notes), including knowledge of internet usage.
Customer Service skills (ability to build relationships)
Must be willing to work onsite at our Lincolnton, NC Manufacturing Facility.
Must be willing to travel extensively to support the business. Frequent overnight stays and willingness to stay and complete the task (trave may exceed 60%, depending on demand).

Nice To Haves

Technical certifications or degrees are a plus.

Responsibilities

Provide technical information and troubleshooting support to dealers. Resolving technical issues and following up on unresolved issues.
Report technical issues involving quality, reliability, durability, and safety via service call, report forms or other designated reporting formats. Reporting on market, distribution, application, and customer issues.
Install new or modified equipment at customer's locations to ensure full functionality according to specifications.
Participate in problem resolution activities with Engineering and other personnel to drive quick resolution and minimize customer downtime.
Conduct service schools for LEEBOY equipment distributors. You must be able to train groups of Dealer technicians and/or customers.
Conduct training in safe equipment operation to trainees, dealers, and customers.
Respond promptly to customer needs, requests for service and assistance, identifying and resolving problems in a timely manner.