What are the responsibilities and job description for the Light Aerial Call Center Technician position at Haulotte US, Inc.?
About The Role
The Light Aerial Call Center Technician serves as a key technical support resource for customers, dealers, and service providers. This role is responsible for diagnosing equipment issues, providing technical guidance, supporting parts and warranty inquiries, and delivering exceptional customer service. The ideal candidate combines strong mechanical, electrical, and hydraulic troubleshooting skills with excellent communication and customer support capabilities.
Key Responsibilities
At Haulotte, we’re more than an equipment manufacturer — we’re innovators, problem solvers, and partners to our customers. We offer:
The Light Aerial Call Center Technician serves as a key technical support resource for customers, dealers, and service providers. This role is responsible for diagnosing equipment issues, providing technical guidance, supporting parts and warranty inquiries, and delivering exceptional customer service. The ideal candidate combines strong mechanical, electrical, and hydraulic troubleshooting skills with excellent communication and customer support capabilities.
Key Responsibilities
- Respond to a high volume of inbound and outbound customer calls in a professional and timely manner.
- Identify customer concerns, gather relevant information, troubleshoot equipment issues, and recommend effective solutions.
- Diagnose machine-related problems through detailed discussions with customers, dealers, and service providers.
- Provide technical guidance and support to help customers resolve equipment issues remotely.
- Coordinate follow-up activities, ensuring all customer inquiries are resolved and escalated appropriately when necessary.
- Troubleshoot hydraulic, electrical, mechanical, and electronic systems on light aerial equipment.
- Program and configure electronic control units (ECUs), control boxes, and related systems.
- Support customers with spare parts identification, pricing, availability, and order placement.
- Provide delivery schedules and status updates for parts orders and service requests.
- Assist customers and dealers with warranty claims, documentation, and resolution processes.
- Build strong customer relationships by providing exceptional service and proactive communication.
- Generate and analyze reports within ERP and CRM systems, including RMAs, warranty activity, and parts shipment status.
- Accurately document all customer interactions, troubleshooting efforts, and resolutions within company systems.
- Collaborate with internal departments, service providers, and dealers to ensure timely issue resolution.
- Participate in ongoing technical training and professional development programs to stay current on products and industry advancements.
- Previous experience in a customer support, technical support, or call center environment.
- Technical degree or certification in equipment maintenance, heavy equipment, construction equipment, diesel technology, or a related field.
- Strong knowledge of hydraulic, electrical, mechanical, and electronic systems.
- Ability to read and interpret hydraulic, electrical, and electronic schematics, as well as exploded parts diagrams.
- Experience troubleshooting aerial work platforms, construction equipment, industrial equipment, or similar machinery.
- Proficiency with Microsoft Office Suite, ERP systems, CRM platforms, and other business software applications.
- Strong verbal communication, active listening, and customer service skills.
- Ability to manage multiple priorities, work independently, and maintain organization in a fast-paced environment.
- Customer-focused mindset with the ability to adapt communication styles to a variety of audiences.
- Bilingual English/Spanish skills are preferred.
- Experience with M3, CRM systems, or similar enterprise platforms is preferred.
- Bachelor’s degree is preferred.
- Technical degree or equivalent training in equipment maintenance, diesel technology, heavy equipment, or related field.
- Minimum of 3 years of experience supporting, maintaining, or troubleshooting construction, aerial lift, or heavy equipment.
- Demonstrated experience working with hydraulic systems and electrical schematics.
- Prior experience providing remote technical support or equipment diagnostics is preferred.
At Haulotte, we’re more than an equipment manufacturer — we’re innovators, problem solvers, and partners to our customers. We offer:
- Medical
- Dental
- Vision
- Short Term/Long Term Disability & AD&D
- Life Insurance
- 401k
- Vacation
- Sick
- Holidays