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Customer Support Technician

2 months ago

Sheldon, United States Maintainer Corp of Iowa Full time
Job DescriptionJob DescriptionGeneral Responsibility Statement:


The primary responsibility of the Customer Support Technician is to provide end use customers and dealer personnel with technical service support. Additional responsibilities of this position include processing customer parts orders, providing technical service support, and supporting Maintainer product warranty. Other responsibilities include assisting end use customers and dealer personnel with troubleshooting and recommending repairs of field issues utilizing hydraulic schematics, electrical schematics, product manuals, and product knowledge.

Essential Job Responsibilities:

  1. Processes incoming product questions, parts orders, troubleshooting, and assisting with warranty claims. Ensure customer satisfaction with timely response, resolution, and follow-through all processes. Follow-up communications with the customer to ensure receipt and customer satisfaction.
  2. Assists as needed with the shipping of parts packages and/or pallets with loading and processing in the ERP system.
  3. Assists as needed with customers picking up units, the shipping of units (loading on transport or drive-away).
  4. Verifies and assembles unit specific Maintainer Operation and Maintenance manuals (both hard copy and online versions) using the most up to date information available. Assists with engineering to keep information up to date. May need to assemble the unit manual and associated materials.
  5. Assists with the processing of Maintainer Service Bulletins, including mailings, database entry, labor reimbursement and monitoring of affected units.
  6. Assists with warranty registration utilizing established Maintainer processes.
  7. Assists with maintaining the customer service inventory. Helps monitor the inventory and adjusts stock quantities according to Sales volume and assists with placing orders with our vendors.
  8. Assists with the administration of dealer-related service programs including recommended spare parts list (RPL) as assigned by the Service Manager.
  9. Participates in the FORT process. Assists in entering FRDF info.
  10. Participates in all continuous improvement programs by offering suggestions and by exhibiting initiative in areas within direct control.
  11. Travel may be required (overnight as well) to on-site locations assisting with service, warranty, field campaigns and product promotion activities.
  12. Performs other duties as requested by management.
Qualification Requirements:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Strong customer service background required.Working knowledge of hydraulic, pneumatic, electrical, and mechanical systems relating to service trucks, lubrication trucks, and cranes.

Must be a team player, working in harmony with customers, company supervisors, peers and subordinates.

Education, Reasoning Ability and/or Experience:

Two-year certificate from college or technical school preferred; and four to five years related experience and/or training; or equivalent combination of education and experience.

Note: Maintainer reserves the right to forego two-year certificate requirement for an individual with extensive related experience/training.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent, and to interpret graphs.


Ability to solve practical problems and to exercise independent judgment in situations without immediate supervision. This includes the ability to determine when to deviate from established Maintainer operation policies and procedures without prior approval. Requires the ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.Communication and Language skills:

Must have sound communication and people skills, including the ability to effectively present information and respond to questions from managers, clients, customers, and the general public in groups or one-on-one situations. 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.

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. The employee is also at times exposed to noise, fumes and or airborne particulate when working in the manufacturing environment.

Leadership Orientation:

Understands and meets expectations of internal and external customers. Motivates others to make superior customer service a top priority. Provides technical assistance to other employees.