MAJOR FUNCTION: Knowledge of cold and hot water pressure washers and water recovery systems, able to quickly troubleshoot technical problems (Mechanical, electrical, plumbing, combustion, and vacuum). Familiar with a variety of field concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks; A wide degree of creativity and latitude is expected. Ability to communicate complex technical issues in business language, demonstrate ownership and manage incident resolution from end-to-end in a highly responsive manner, and escalate and provide visibility, as appropriate. Interact with distributors and end users providing advanced technical support through phone, video, chat, and e-mail support or face-to-face when required. Ensuring that the highest levels of service are delivered to our customers, resulting in world class levels of customer satisfaction and retention. DUTIES AND RESPONSIBILITIES: Responsible for non-conformance parts, components, and machines. Repair or replace defective equipment parts. Diagnose malfunctioning systems, apparatus, and components, using test equipment and hand tools. Responsible to provide Technical Assessment and/or Evaluation of any RMA (as per request). Responsible for providing RMA estimates in a timely manner. 5. Responsible for evaluating, verifies, inspects, scraps, tests and or repairs, and releasing machines to customers. 6. Supports technical assessment to the Assembly and Testing Stand Areas (as required). KNOWLEDGE AND PERSONAL ATTRIBUTES: Exceptional interpersonal and communication skills – both verbal and nonverbal. Good command of English language for professional-level communication with customers. Demonstrated ability to think critically and logically under pressure. Must have the ability to take initiative and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities and maintaining focus. Must have a strong aptitude for technologies and company policies. Must be customer-centric and believe in global teamwork, collaboration, adaptability, and initiative. Demonstrate leadership abilities and the ability to make quick decisions while maintaining a calm, professional presence during high-stress times. Must work well with teams and have a positive winning attitude. Responsible for the accurate impact analysis of the customer service consequences of new initiatives and products, identifying resultant savings or costs, and driving successful implementation. A skilled and experienced Technical Support professional, with sound knowledge of Contact Centre performance management techniques, technology, processes, and data. Ability to understand the financial implications and be cost-conscious. Prior technical support experience demonstrating and high attention to detail with the ability to understand complex workflow systems. Excellent logical problem-solving skills and be able to keep KPI measurements. Must be able to lift to 50 lbs. and can maneuver machinery. Must be able to work under warm, hot, and humid environmental conditions. MINIMUM REQUIREMENTS High school diploma or equivalent; previous machine, mechanical, technical and/or electrical experience preferred. COMPUTER SKILLS: Proficiency in the use of MS Word, Excel, and Outlook email. Working knowledge of ERP systems, and willingness to learn. Great Plains experience a plus. Let’s create a cleaner future together Clean is changing. Today, cleaning is a key contributor to health and safety, and a new clean is emerging, driven by technology and innovation. At Nilfisk we are a driving force in this development, and we work as one team with one agenda, supporting each other across an exciting, dynamic organization. Being part of Nilfisk means having the freedom to speak your mind and do what you do best. You will thrive by having a hands-on approach and the drive to bring your great ideas to life. At Nilfisk you can lead, innovate and collaborate for a cleaner future. Are you ready to make a change? We embrace diversity and equality with an environment of inclusion. We encourage everyone to apply for the position, regardless of origin, race, ethnicity, religion, physical or mental ability, gender, gender-identity or expression, sexual orientation, and age. Nilfisk offers a competitive total compensation package. Benefits include Health, Dental, Vision, Basic and Supplemental Life, Critical Illness and Accident Insurance, Flexible Spending Accounts, Health Savings Account with Company Contribution, 401K with Company Match, Long and Short Term Disability, Employee Assistance Program, Legal Plan, Parental Leave, Paid Vacation and Sick Time, Paid Volunteer Day, Tuition Reimbursement, Wellness Reimbursement, Scholarship opportunities, etc. Job applicant FAQ Do you have questions regarding the recruitment process or alike? Please visit our FAQ for job applicants. EEO is the Law Nilfisk, Inc. is an Equal Opportunity and Affirmative Action employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status, among other factors. Applicants can learn more about our status as an Equal Employment Opportunity/Affirmative Action employer by viewing the federal KNOW YOUR RIGHTS EEO poster. A leading global provider of professional cleaning products and services Nilfisk was founded in 1906 by the Danish engineer P.A. Fisker. Today the company is a world-leading global provider of professional cleaning equipment and services. More than 90% of sales are for professionals while the remaining part of the business aimed at consumers covers floorcare equipment, vacuum cleaners, and high-pressure washers. Nilfisk’s products and services are sold in more than 100 countries and produced at 9 manufacturing sites across the globe. The main facilities are in the US, Mexico, Hungary, Italy, and China. A total of approximately 4,700 employees secured revenue of 1,033.6 mEUR in 2023. The largest single market is the USA covering 30% of revenue in 2023, followed by Germany (14%), France (10%), Denmark (6%) and the UK (4%). Do you have questions regarding the recruitment process or alike? Please visit our FAQ for job applicants.