Technical Product Support Representative - West Coast

Crown Equipment Corporation•West Sacramento, CA

About The Position

Crown Equipment Corporation, one of the world's largest lift truck manufacturers, offers local support on a global scale with more than 15 manufacturing facilities worldwide and more than 500 retail locations in over 80 countries. Our global sales and service network provides our customers with a local resource for a wide variety of quality material handling equipment, fleet management solutions, warehouse products and support services to meet their needs anytime, anywhere.Technical Product Support Representative - West CoastJob Duties - This position must sit in one of our West Coast Branches - Phoenix, Las Vegas, Reno, Ontario, Sacramento Company Dealer Network Technical Product Service Support - Primary resource to investigate, troubleshoot, and resolve technical product issues. Support requests typically come via phone or email from field service technicians once he/she has exhausted all local resources. Must have thorough understanding of electrical, mechanical, and possibly hydraulic systems, and overall product knowledge. Documentation of all Requests is required. Contribute to Service Knowledge Base - Write knowledge articles and submit to be reviewed in the publishing process for the Service Knowledge Base (TIPS). The content of these articles is derived from the knowledge gained while supporting the technicians in product troubleshooting. Warranty Support/Evaluation - Manually review Motive Power Warranty claims, issue Warranty Authorization numbers as needed. Create Motive Power monthly warranty summary reports. Test and evaluate Motive Power warranty return parts as needed. Collaborate with Warranty dept on Motive Power related issues. Processing of Product Modification Requests - Assist with reviewing, performing necessary calculations, and dispositioning of product modification requests from Dealer Network. Support Internal Requests for Technical Support – Collaborate with other departments on technical support requests. Special Projects and Troubleshooting - At direction of department managers, complete any special projects, which may include product and component ID training, research, data analysis etc. May fulfill any power study request as required by the Motive Power Sale support dept, including but not limited to programming, tracking, downloading and preparing reports from the power study devices. When required, direct or assist with complex troubleshooting issues by making on-site visits at customer locations.

Requirements

2-4 years' related experience
High school diploma or equivalent
Bilingual - Spanish is required
Occasional travel (0-5%)
Occasional overnight stays (0-5%)
Job requires employee to drive a personal vehicle to conduct company business < 20% per week (8 hours) and/or travel locally between company locations during scheduled workday
Per 8-hour shift. Sit 8 hours and stand 0 hours. Typical office environment (low noise level, limited exposure hot/cold temperatures, dust, fumes, and vibrations). Regular interaction with others and performs a degree of independent work. Physical and mental demands are akin to the majority of office positions with prolonged periods of sitting and prolonged use of a computer/keyboard. Infrequent lifting, walking and climbing stairs. Occasional use of office equipment (copiers, printers, etc.).

Nice To Haves

4 years’ experience with the company
Intermediate computer skills

Responsibilities

Investigate, troubleshoot, and resolve technical product issues
Write knowledge articles and submit to be reviewed in the publishing process for the Service Knowledge Base (TIPS)
Manually review Motive Power Warranty claims, issue Warranty Authorization numbers as needed
Create Motive Power monthly warranty summary reports
Test and evaluate Motive Power warranty return parts as needed
Assist with reviewing, performing necessary calculations, and dispositioning of product modification requests from Dealer Network
Collaborate with other departments on technical support requests
Complete any special projects, which may include product and component ID training, research, data analysis etc
Fulfill any power study request as required by the Motive Power Sale support dept, including but not limited to programming, tracking, downloading and preparing reports from the power study devices
Direct or assist with complex troubleshooting issues by making on-site visits at customer locations

Benefits

Competitive Wages. The anticipated starting pay range for the position is $$ to $$, but is commensurate with skills and related experience,
Health/Dental/Vision/Prescription Drug Plan with a company contribution to each,
Health Savings Accounts and Flexible Spending Accounts,
401K Retirement Savings Plan: Crown matches 100% of the first 4% of your eligible pay you contribute to the plan. You are always 100% vested in the company matching contributions.
Company paid Life and Disability Benefits as well as optional supplemental term life insurance offerings,
Paid Parental Leave
9 Paid Holidays,
Paid Vacation accrued at a rate based on length of service and position,
Paid Sick Leave,
Birthday Pay for Non-Exempt employees,
Tuition Reimbursement up to $5,250 per calendar year,
and much more.