Technical Support Coordinator

Company: Multiquip
Location: San Bernardino
Posted on: March 17, 2023

Job Description:

This position is responsible for providing service related support for MQ Power equipment (Generators/Air compressors). -The individual will assist customers through electrical, mechanical and hydraulic troubleshooting methods through various channels such as phone or email. -If information is not available, the individual will undertake all efforts to research and establish the information needed. Location for this position is hybrid (Remote and San Bernardino Office)

• Answers customer technical inquiries and troubleshooting requests.
• Ascertains equipment issues by listening to customers and taking notes.
• Analyze troubleshooting codes, symptoms, electrical data and engine data to determine cause of failure or imminent failure.
• Able to recognize recurring patterns that indicate potential failure trends and make accurate repair recommendations.
• Initiates appropriate telephone follow up to ensure complete customer satisfaction
• Responsible for emailing and communicating technical support documentation to customers.
• Responsible for reporting customer contact information, service issues, and summarizing important facts for each incident reviewed.
• Maintains accurate information to enable prompt answers to customer inquiries.
• Able to clearly and effectively communicate with customers, co-workers, supervisors and other departments to continuously improve customer service.
• Complies with departmental and company policies and procedures
• Constantly reviews the collected technical support information for accuracy and updates as necessary
• Researches equipment and components to develop test and repair procedures, troubleshooting techniques and documents the same
• Contributes topics and solutions to FAQ database
• Assists in the creation of technical information documents
• Provides a pleasant and positive attitude with -customers and co-workers
• Performs other duties that may be assigned
  • Associates Degree or equivalent from a two year college or technical school
  • 3-5 years electromechanical experience and or training/education/hands-on service repair
  • Comprehensive understanding of mechanical, electrical diagrams and functionality
  • Knowledge in reading and understanding electrical wiring and hydraulic schematics
  • Ability to interpret a variety of instructions through digital photos, oral or diagram form
  • Troubleshooting skills and experience is required
  • Strong interpersonal customer service and telephone skills
  • Candidate must be familiar with Microsoft Office applications and have the ability to accurately and proficiently enter information into computer systems
  • Ability to work independently and multi-task
    • Base pay range of $25 - $28 an hour - + annual bonus
    • Hybrid Schedule
    • 11 paid Holidays
    • Generous Paid Time Off - Accrues at a rate of 4 weeks per year to start
    • Volunteer Time Off
    • Company Paid Parental Leave
    • Excellent Benefits Package with Affordable HMO & PPO Medical Plan Options
    • Vision & Dental Plans (with Orthodontic Coverage)
    • Company Paid Basic Life, AD&D, & Long Term Disability Insurance
    • Retirement Planning - 401(k) plan including Discretionary Company Match
    • Tuition Reimbursement -
    • Employee Assistance Program
    • Metlife Hyatt Legal & AFLAC benefit plans available -
      Multiquip provides competitive pay and benefits and supports our employees through our values of safety, integrity and respect. Employment is subject to pre-employment physical, drug-screening and background investigation. - E-Verify (www.dhs.gov/E-Verify) is used to verify a candidates' legal right to work in the U.S. Multiquip Inc. is proud to be an Equal Opportunity Employer. - All qualified applicants will received consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected class. - The information available below link is provided in good faith to comply with the Machine-Readable Files (MRF) provision of the Transparency in Coverage Final Rule (TCFR). These files are extensive collections of data to be ingested and read by machines and are not intended for member use. - Access files: https://web.healthsparq.com/healthsparq/public/#/one/insurerCode=BSCA_I&brandCode=BSCA/machine-readable-transparency-in-coverage To learn more about the TCFR and the MRF provision, refer to this Centers for Medicare & Medicaid Services page Data Privacy and Collection Notice (multiquip.com) https://www.multiquip.com/multiquip/data-privacy-and-collection-notice.htm

Keywords: Multiquip, San Bernardino , Technical Support Coordinator, IT / Software / Systems , San Bernardino, California