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Equipment Support Specialist
2 weeks ago
Job Role Summary
This role is centered around providing customer service assistance to the Service Department, ensuring seamless opening and closing of work orders, as well as pre-delivery activities for new equipment.
The position involves supporting daily shop operations, field service functions, and delivery or vehicle tasks. The job holder will handle phone calls, advise customers on technical issues, schedule customer service needs, plan assigned jobs, and identify customer and machine specifications.
- Handle phone calls, provide technical guidance, and schedule customer services.
- Assist in appraising and quoting repair work, discussing with the service manager on required service, both parts and labor.
- Support scheduling shop assignments, field service work, and truck requirements for pickup and delivery of equipment.
- Process warranty claims and adjust work procedures to meet schedules and deadlines.
- Open and close work orders to ensure timely closure and meet company goals.
- Supervise all shop activities when the Service Manager is away from the branch.
- Ensure adherence to safety policies of the organization and its clients.
Key Qualifications:
- Valid driver's license.
- Supervisory experience.
Required Education, Skills, and Experience:
- High school diploma or equivalent with one year post-high school education in heavy equipment or two years mechanical experience as a service technician.
- A 2-year degree and familiarity with industrial equipment, such as construction or forestry equipment.
- Strong organizational and communication skills.
- Broad-based computer skills.
Skills:
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to write reports, business correspondence, and procedure manuals.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Mathematical Skills:
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
- Ability to apply concepts of basic algebra, statistics, and geometry.
Reasoning Ability:
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, vision, peripheral vision, and depth perception.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts, and outside weather conditions. The noise level in the work environment is usually quiet.
