THE ROLE
The Senior Service Technician- Customer Support will support internal and external customers via phone, email, face to face, or other media communication. This role will assist to repair and provide guidance on the overhaul of refuse equipment in the field.
This position is primarily a remote position but will require regular travel in the eastern United States.
YOUR IMPACT
These duties are not meant to be all-inclusive and other duties may be assigned.
- Troubleshoot the root cause of technical issues on various refuse equipment and identify the necessary actions to resolve issues.
- Maintain a professional relationship with customers and other departments necessary to support the customer.
- Provide guidance for other service technicians on a mentor level as needed
- Communicate all service related McNeilus documentation such as service field bulletins, information notices, and product updates to both McNeilus customers and other team members.
- Develop and maintain a knowledge database that will assist customers as a self-help and self-diagnostic tool for future support.
- Lead training efforts, schedule and coordinate team training meetings as needed.
- Generate and utilize data from systems to provide analysis and guide other customer support service technicians in repair efforts.
- Participate in New Product Development (NPD) teams as a service representative and in engineering change notice review.
- Collaborate in continuous training efforts, both internally and externally, to maintain and increase proficiency on various products.
MINIMUM QUALIFICATIONS
- High School Diploma or its equivalent with five (5) or more years of experience in the field or in a related area.
- Ability to obtain a Passport.
- The ability to travel over 50%
STANDOUT QUALIFICATIONS
- Associate’s degree in the field or a related area.
- Seven (7) or more years of experience.
- Experience with contact center or hands on equipment repair work.
- Experience in troubleshooting manufacturing equipment.
- Strong problem-solving proficiencies.
- Excellent verbal and written communication skills.
- Very detail oriented.
Job Type: Full-time
Pay: $32.00 - $40.00 per hour
Expected hours: 40 – 50 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Referral program
- Relocation assistance
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Overtime
Ability to Relocate:
- Maryland: Relocate before starting work (Required)
Work Location: On the road
