Technical Service Associate
About The Position
The Technical Service Associate provides technical assistance and support for equipment-related questions and issues. The role diagnoses and resolves mechanical, electrical, hydraulic, pneumatic, and software problems; provides accurate product guidance using technical documentation and knowledge articles; and follows up with customers to confirm issues are resolved. The associate supports one model family within the AWP, TMH, or Scissor model families and documents customer interactions and technical issues in the CRM system. The role also contributes to knowledge management by communicating article usage to customers, reporting inaccuracies, and identifying opportunities for new material. The associate escalates unresolved issues, collaborates with customer support and internal teams, shares customer feedback and product-improvement ideas, and keeps product knowledge current through ongoing training. Customer inquiries are handled by phone, email, and chat. Work combines office-based administrative tasks with activity in field or production environments. Office work may involve extended computer use, sitting, and meetings. Field or floor work may involve walking over varied terrain or shop floors, standing, lifting up to 50 pounds, climbing stairs, and exposure to varying temperatures or noise levels. Reasonable accommodations are available for qualified individuals with disabilities.
Requirements
- High school diploma or GED and at least one year of relevant experience, or an equivalent combination of education and experience demonstrating ability to perform the role’s essential functions.
Nice To Haves
- Strong technical troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Proficiency with CRM software and technical support tools.
- Ability to explain complex technical information clearly and concisely.
- Strong organizational skills and attention to detail.
- Proficiency in data analysis and knowledge management systems.
Responsibilities
- Provide technical assistance for incoming equipment-related queries and issues.
- Diagnose and troubleshoot equipment problems and pursue timely, effective resolution.
- Document customer interactions and technical issues in the CRM system.
- Support one model family within the AWP, TMH, or Scissor model families.
- Conduct diagnostics and problem-solving for mechanical, electrical, hydraulic, pneumatic, and software issues.
- Use technical documentation and resources to provide accurate solutions and guidance.
- Escalate unresolved issues to internal teams or management.
- Follow up with customers to confirm issues are resolved to their satisfaction.
- Use current knowledge articles to resolve customer issues and communicate their usage to customers.
- Report knowledge article inaccuracies to knowledge writers or technical teams and identify opportunities for new documentation.
- Stay current with product development, industry trends, and product-support practices.
- Participate in ongoing training to maintain product knowledge and support skills.
- Work with customer support to communicate customer feedback and technical issues.
- Provide input on product improvements based on customer feedback and trends.
- Respond promptly and professionally to customer inquiries by phone, email, and chat.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
