Technical Support Technician

Cmc North America•Salem, NH

13h

About The Position

CMC North America is a leader in selling and servicing specialized access equipment in North America. Our main products include tracked Mobile Elevating Work Platforms (MEWPs), trailers, stump grinders, and chippers. We are the exclusive distributor of CMC aerial lifts in North America, and we love it! We have a passion for helping businesses work safely, efficiently, and in some of the most hard-to-reach places you can imagine. What we do At CMC North America, we enable our customers to grow their businesses by offering a high-quality, unique product. We back that up with our first-class customer experience! Our Service team provides lift inspections, warranty claims, service, and preventative maintenance. We provide services at our Massachusetts headquarters, Salem, New Hampshire facility, or in the field, where our customers are. The job Technical Support Technicians are the front line for technical assistance to our equipment customers. This position is critical for our customers to solve problems, issues, and questions quickly and efficiently to resume their work on-site. The technician must have a professional mannerism and the ability to quickly build and maintain rapport with customers. In this role, you will answer our customers' and dealers' technical support questions. Requests come in phone calls, emails, social media, etc. Questions range from operation to light troubleshooting and can include questions about work status in our shop or field dispatch. Once trained on our equipment, you will manage customer cases, work orders, and questions through to completion. Using your technical skills and passion for customer service, you will deliver timely and excellent results to our customers. Who we are looking for We seek a bright, energetic, and organized individual for this exciting opportunity! If you are a professional on the phone, enjoy interacting with customers, and love helping others, this job is for you! Strong technical skills and customer service experience will bring you great success in this role. Knowledge of electrical systems, hydraulics, and heavy equipment is required to assist our customers. If being on the cutting edge of customer service systems excites you, this is a great opportunity. We have an amazing team of experienced Service, Sales, Parts, and Training personnel. If you like working on teams of driven individuals who love their work, this is the right place for you! THIS IS NOT AN IT POSITION

Requirements

Demonstrated level of excellence with customer communication and follow-up
Organized and able to prioritize issues appropriately
Ability to walk through a problem and troubleshoot while not being present with the machine
Ability to analyze situations and refer to resources and schematics
Strong computer, phone, and software skills
Experience working as a technician or engineer on related types of equipment
Positive attitude and outgoing personality, especially with customers
Excellent problem-solving skills
Agreeableness under pressure or frustrating situations
Ability to multitask
Desire to help customers and get them the correct assistance
Able to work with moderate supervision

Nice To Haves

Bi-lingual (English and Spanish)

Responsibilities

Answer incoming customer contacts (phone, email, social media, etc) for Technical Assistance professionally and courteously.
Collect customer and machine information during each contact
Listen to the customer and determine their problem and experience
Assist customers with manual controls
Troubleshoot and diagnose machine issues using knowledge gained from training and provided resources and schematics.
Walk customer through basic diagnostics while on the phone or video chat
Diagnostics could include:
Remotely connecting to the machine
Obtaining pictures from customers if needed
Test hydraulics with pressure tests
Test wiring by referring to schematics
Use the knowledge base to the best of your ability, including determining when a case needs to be escalated to the next level of technical support.
Create & manage cases for all issues and provide detailed descriptions of issues and actions taken.
Follow cases through to resolution
Plan follow-up with the customer for further assistance if necessary
Follow up and review cases daily
Provide Internal and External Training as requested
Additional Projects as assigned by the Manager