Technical Support Specialist for Heavy Machinery

2 weeks ago


Paducah, Kentucky, United States BRAMCO GROUP Full time
Job Overview

Location
Paducah Branch

Employment Type
Full Time

Education Requirement
High School Diploma

Travel Requirement
Minimal

Work Schedule
Day Shift

Position Summary:
As a Technical Support Specialist, you will play a crucial role in assisting the product support and service teams by providing technical guidance that aligns with the needs of both internal and external clients.

Key Responsibilities:
In this role, you will be responsible for a variety of administrative and operational tasks that support the service teams, including but not limited to:
  • Facilitating communication between technicians and customers to troubleshoot mechanical issues through phone or email, or conducting visual inspections on-site.
  • Documenting and investigating customer concerns to assist service teams in identifying and resolving technical issues.
  • Utilizing service history records and online tools to diagnose and address equipment-related problems.
  • Collaborating with internal stakeholders to discuss inspection findings, recommending corrective measures, and preparing service teams for necessary repairs.
  • Supporting the service department in generating quotes.
  • Coordinating with dispatchers regarding unique resources or external assistance required for service tasks.
  • Providing customers with clear instructions and steps for service execution.
  • Assisting in the resolution of customer complaints effectively.
  • Participating in regular meetings with the service team to discuss ongoing technical challenges.
  • Maintaining high standards of customer satisfaction for both internal and external clients.
  • Handling inquiries professionally and following up with customers as needed.
  • Gathering technical information from manufacturer sources via computer and telephone.
  • Assisting in the maintenance and care of all diagnostic tools owned by the company.
  • Ensuring effective communication within the service departments.
  • Engaging in special projects as assigned.
Qualifications:
  • High School Diploma required; a 2-year technical degree or equivalent military training is preferred.
  • A minimum of 5 years of technical experience in equipment or a related industry.
  • Experience in project management and leading teams without direct supervision.
  • Strong understanding of equipment operations and mechanical functions.
  • Excellent written and verbal communication skills.
  • Proficient in administrative tasks using Microsoft Office Suite and diagnostic software.
  • Ability to work independently and demonstrate initiative.
  • Skilled in managing diverse personalities and skill levels among technicians.
  • Strong organizational and time management abilities.
  • A collaborative team player comfortable in group settings.
  • Willingness to engage in continuous learning, including vendor training.
  • Proficient problem-solving skills with a focus on follow-up and work expediting.
  • Commitment to maintaining excellent customer relations.
  • Must successfully pass background checks, physical assessments, and drug screenings.


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