Tech Support Agent

Gal Manufacturing, a Vantage Elevation Company•Sacramento, CA

4d•Onsite

About The Position

We are searching for a Technical Support Agent to join our Elevator Controls team at Vantage Elevation. Vantage Elevation, LLC is North America’s leading independent manufacturer of elevator components and systems. Vantage is comprised of eight business units including GAL Manufacturing; GAL Canada; Hollister Whitney; Elevator Controls; Courion; Bore-Max; Thames Valley Controls and Vertical Dimensions. Through its brands, Vantage supplies almost all electro-mechanical devices used in contemporary elevators. Founded in 1927, the Vantage group employs over 900 staff in multiple locations across the United States, Canada, and United Kingdom.

Requirements

AA or Technical Degree in Electronics (or equivalent work experience).
3-5 years of previous hands-on technical work experience in a customer support environment, preferably related to elevator systems.
Must have basic understanding of electrical principles.
Ability to read and interpret line diagrams and schematics.
Ability to multi-task efficiently.
Strong communication skills, verbal and written, including fluency in English.

Nice To Haves

Spanish speaking preferred.
Technical Support experience related to elevator systems a plus.
Good knowledge of elevator systems and control equipment and demonstrated expertise in troubleshooting a plus.
Initiative and self-reliance.

Responsibilities

Work directly with customers to provide services and assists in resolving technical problems with EC control systems in any of the following areas – Delivery, Installation, Adjustment, Operation, Maintenance, Failure, Reconfiguration/modification, Upgrade & Repair.
Requires use of discretion to effect timely solution of problems to ensure customer satisfaction, eliminate downtime, and prevent cost overruns.
Analyze and verify proper operation of elevator control options to meet customer needs, safety/code requirements and company standards.
Effectively articulate necessary technical information to customers in a simple and concise manner over the telephone or via e-mail.
Document customer issues and steps taken to resolve the issue.
Monitor call queues and respond with a sense of urgency, ensuring process adherence.
Provide customer technical training and technical presentations as needed, both in-house and/or at customer locations.
Escalate unresolved customer complaints and issues to management to ensure timely response and closure of the escalated customer complaint and issue.
After-hours on-call availability may be required in this position.
Periodic travel to customer sites may be required in this position.
Must be willing travel on short notice.
Provide technical/sales engineering support and/or training when needed.
Other job-related assignments as assigned.