Technical Service Specialist

ANA•Spartanburg, SC

11d•Onsite

About The Position

Alliance North America (ANA) is seeking a Technical Service Specialist to join their growing team in Spartanburg, South Carolina. This onsite position involves providing technical support to external and internal customers via phone and email, including troubleshooting, tracking calls, and developing new processes. The role also assists with repair and maintenance, warranty claims, and parts identification and setup. The ideal candidate is an excellent problem solver, multitasker, process-oriented, and a good teacher with a customer-first attitude. Strong computer skills, and understanding of diesel engines, electrical generators, and air compressors are essential. This is a fully onsite role, Monday-Friday, 8:00 a.m. to 5:00 p.m., with occasional travel up to 5% domestically. The position reports to the Warranty & Technical Service Supervisor.

Requirements

Mechanical specialty training or equivalent hands-on work experience required
Working knowledge of generator controllers
Experience with generators and air compressors
Ability to read and interpret electrical wiring diagrams
Proficient in the safe use of a digital multimeter
Strong electrical troubleshooting skills, including circuit diagnostics
Must be based in the United States and authorized to work in the U.S. without employer sponsorship.

Nice To Haves

Trade school certification with a focus on engines or mechanical systems preferred
OSHA 10 certification preferred

Responsibilities

Answer inbound telephone calls, emails, and texts, helping resolve customer service and support issues
Research technical issues with the help of internal and external resources
Use a computer and multiple engine and controller software programs to provide technical support and standard computer skills, administrative, and trackability work
Develop new service processes as needed
Communicate technical information in easy-to-understand language
Assist all company departments with technical assistance for ANA products and accessories
Maintain the customer warranty system
Prepare parts that need Service Set-up before use by the customer
Occasional travel to locations to perform service work and conduct training on generators and air compressors
Be available for afterhours call coverage on a predetermined schedule
Track customer calls (all service contacts in the appropriate system for accurate record-keeping)
Elevate problems to management appropriately
Answer Support phone line (Primary)
Manage [email protected] email account (Primary)
Service customers’ equipment on site as needed (including equipment brought to ANA)