Reliable Technical Support Specialist

2 weeks ago

Blacktown, New South Wales, Australia beBee Careers Full time
Service Excellence Specialist

The ideal candidate for this role will have a strong background in technical service and support, preferably within the crane or heavy equipment industry. They should possess excellent problem-solving skills, with the ability to analyze complex issues and implement effective solutions.

Key Responsibilities:
  1. Technical Support: Provide expert technical assistance to technicians and customers via phone, ensuring prompt resolution of service-related queries.
  2. Crane Maintenance: Attend on-site breakdowns, repair cranes efficiently, and coordinate product updates to maintain machine reliability and safety.
  3. Service Reporting: Maintain accurate service reports, submitting them in a timely manner upon completion of repairs.
  4. Diagnostic Expertise: Communicate with factories and COE's regarding repair processes and diagnostic information, providing valuable feedback on component failure.
  5. New Machine Deployment: Organize pre-delivery inspections and operator familiarization, liaising with sales and customers to ensure seamless delivery.
  6. Training and Development: Train distributors on commissioning new products, ensuring they are equipped to provide exceptional service.
  7. Troubleshooting: Analyze and resolve warranty problems beyond the scope of distributors or customers.
  8. Process Improvement: Collaborate with MCG personnel to optimize service materials, product requirements, availability, and code compliance.
  9. Problem Analysis: Investigate customer reports of technical problems, implementing processes to prevent future difficulties.
  10. Process Enhancement: Analyze reports to identify trends affecting design, production, service, and maintenance processes, recommending modifications to eliminate future problems.
Requirements:
  • A high school diploma or equivalent, accompanied by 5 years or more of experience in technical service and support, preferably in the crane or heavy equipment industry.
  • OEM or dealer experience in heavy equipment or crane backgrounds is advantageous.
  • Specialized training in the crane industry or Manitowoc Cranes is beneficial.
  • A trade certificate in Mechanical or Electrical trades, with a high level of automotive and Canbus electrical diagnostic skills.
  • Fault finding and diagnostic expertise in Electrical, hydraulic, engine, drive-line, braking, and general maintenance and repairs in Heavy equipment or LBCC and Mobile Cranes.
  • Ability to read and work with electronic and hydraulic schematics.

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