Description

Job Summary: To assist product support and the service team with technical support that meets the needs of all internal and external customers.

Job Responsibilities:
Perform daily administrative and operational activities supporting the service teams to include the following:

• Help technicians and customers (internal or external) communicate/troubleshoot mechanical problems via phone or e-mail or perform a visual inspection during a site visit.
• Document and research customer concern(s) to aid the service teams in identifying, addressing, and resolving issues.
• Utilizes records of service history, or any other available tools (Online portals (Ex: MyKomatsu, KOWA, Open Campaigns, etc.) to identify and address machine related issues.
• Confers with internal customers about inspection results, recommending corrective actions and preparing service teams for any needed repairs.
• Assists the service department in compiling quotes.
• Coordinates and communicates with dispatchers regarding any unique resources or outside support needed to complete the service work.
• Provides internal and external customers with instructions and steps required for service work to be performed.
• Assists service in both handling and resolving customer complaints.
• Meets regularly with service team about ongoing technical issues.
• Maintains high customer satisfaction standards with both internal and external customers.
• Handles telephone inquiries and follow up with customers (internal & external) in a professional manner.
• Obtains technical information via computer and telephone from manufacturer provided sources.
• Assists in maintaining care and custody of all company owned diagnostic tooling.
• Maintains a high level of communication with others within the service departments.
• Special projects as assigned.

Qualifications

• Must have High School Diploma, a 2-year technical degree or comparable military training is preferred.
• Must have 5 or more years of equipment technical experience or similar industry experience.
• Must have experience in managing projects and people without authority.some experience in the supervision of others.
• Must have a good working knowledge of equipment operations and mechanical functions.
• Must have excellent written and oral communication skills.
• Proficient with a computer for administrative use including Microsoft programs (Word, Excel, PowerPoint, etc.) and diagnostic use using manufacturer provided programs.
• Capable of working with limited supervision / self-starter
• Must be capable of dealing with the various personalities and skill set levels of technicians.
• Strong organizational and time management skills.
• Must be a team player, comfortable in a group setting.
• Willing to travel up to 50% weekly between assigned branches; will require some overnight stays.
• Ability and initiative for continuous learning, to include attending vendor training.
• Problem solving ability, initiating follow-up, and expediting work.
• Maintain excellent customer relations.
• Must be able to successfully pass a background, physical, and drug screen.