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Hydraulic / Mechanic Call Center Technician

4 months ago

Virginia Beach, United States Haulotte US Full time
Job DescriptionJob Description

We are seeking a Technical Call Center Technician to join our team You will be responsible for helping customers by providing product and service information and resolving technical issues.

Responsibilities:

  • Handle customer inquiries.
  • Provide information about the products and services
  • Troubleshoot and resolve product issues and concerns
  • Develop and maintain a knowledge base of the evolving products and services
  • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
  • Determine through discussion with the customer, what the issue is, machine, potential solutions.
  • Manage large amounts of inbound and outbound calls in a timely manner.
  • Depending on the above criteria, guide the customer to a solution (directly or with the help of a service provider).
  • Ensure the follow up on each call when a call back is necessary. Use the escalation system when necessary.
  • Troubleshooting of hydraulic and electrical circuits and systems.
  • Program control boxes (ECU’s – electronic control units, etc.)
  • Seize opportunities to upsell products, provide Spare Parts Numbers and Prices.
  • Provide global offers, delivery time for specific parts, and enter Spare Parts orders in the System.
  • Run reports in ERP system RMA and parts shipping delays, etc.
  • Keep records of all conversations in our call center database in a comprehensible way. (e.g. M3, CRM systems, etc.)

​Qualifications:

  • Ability to build rapport with clients
  • Ability to prioritize and multitask
  • Positive and professional demeanor
  • Technical degree on equipment support (maintenance on trucks or heavy construction equipment).
  • Ability to read schematics (e.g., hydraulic, electric, and electronic) and exploded diagrams.
  • Technical knowledge (electrical, mechanical, hydraulic, electronic)
  • Computer skills – ability to navigate through ERP systems, Microsoft Office, and manage multiple software platforms on different monitors.
  • Track record of over-achieving quota.
  • Strong phone and verbal communication skills along with active listening
  • Familiarity with CRM systems and practices.
  • Ability to multi-task, set priorities and manage time effectively.

Experience

  • Technical degree on equipment support (maintenance on trucks or heavy construction equipment). or Years of experience equivalent.
  • Minimum 3 years of construction equipment experience (Hydraulics, Electrical schematics)

 

**Haulotte US Inc is an EEO organization. **

Company DescriptionWelcome to Haulotte USA— an innovative aerial product manufacturer and subdivision of Haulotte Group

Virginia Beach is the home of the North America corporate office subsidiary for Haulotte Group. The expansive Haulotte USA headquarters facility hosts our parts distribution as well as all in-house customer care. A portion of our product line is designed and manufactured in the Archbold, Ohio factory. From scissor lifts to boom lifts, we offer a well-rounded range of products. Additionally, our highly skilled staff works relentlessly to ensure that our products meet the highest standards of quality, and that we provide exceptional customer service

Haulotte’s wide range of aerial lift equipment provides reliable and efficient solutions to meet the diverse needs of our customers. Haulotte Group’s main headquarters is in France with factories also located in France, China, and Romania. We celebrate over 1900 dedicated Haulotte employees globally

Join us in reaching new heightsCompany DescriptionWelcome to Haulotte USA— an innovative aerial product manufacturer and subdivision of Haulotte Group \r
\r
Virginia Beach is the home of the North America corporate office subsidiary for Haulotte Group. The expansive Haulotte USA headquarters facility hosts our parts distribution as well as all in-house customer care. A portion of our product line is designed and manufactured in the Archbold, Ohio factory. From scissor lifts to boom lifts, we offer a well-rounded range of products. Additionally, our highly skilled staff works relentlessly to ensure that our products meet the highest standards of quality, and that we provide exceptional customer service \r
\r
Haulotte’s wide range of aerial lift equipment provides reliable and efficient solutions to meet the diverse needs of our customers. Haulotte Group’s main headquarters is in France with factories also located in France, China, and Romania. We celebrate over 1900 dedicated Haulotte employees globally \r
\r
Join us in reaching new heights