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Service Support Specialist

2 months ago

Waco, Texas, United States Time Manufacturing Full time
Job Summary:

TIME Manufacturing Company is seeking a highly skilled Service Support Specialist to join our team in Waco, TX. As a key member of our service department, you will be responsible for providing exceptional customer support by assisting customers in identifying and resolving technical issues with their aerial lift equipment.

Key Responsibilities:
  • Customer Support:
    • Provide professional and courteous assistance to customers experiencing issues with aerial lifts.
    • Listen to customer concerns, ask probing questions, and provide accurate and helpful solutions.
    • Manage customer inquiries via phone, email, and online communication channels.
  • Technical Diagnostics:
    • Utilize your strong mechanical aptitude to diagnose technical problems with aerial lifts, including electrical, hydraulic, and mechanical systems.
    • Guide customers through step-by-step troubleshooting procedures, both remotely and in the field.
    • Collaborate with the technical support team and engineers to address complex issues.
  • Documentation:
    • Accurately document customer interactions, issues, and resolutions in our CRM system.
    • Create and maintain detailed service records, including parts replacement and repair history.
  • Parts Identification and Ordering:
    • Assist customers in identifying replacement parts and accessories necessary for repair.
    • Process parts orders and provide information regarding pricing, availability, and delivery.
  • Training and Education:
    • Develop and conduct training sessions and webinars for customers to enhance their knowledge of aerial lift equipment maintenance and troubleshooting.
  • Continuous Improvement:
    • Provide feedback on common customer issues and suggest improvements to products or documentation.
    • Collaborate with the product development team to enhance product reliability and ease of maintenance.
  • Collaboration:
    • Collaborate with other technicians, mechanics, and the service team to efficiently address and resolve equipment issues.
  • Safety Compliance:
    • Adhere to all safety protocols and guidelines while performing maintenance and repairs.
Qualifications:
  • Technical Knowledge:
    • Strong mechanical and technical aptitude, with experience in repairing and maintaining heavy equipment or industrial machinery.
  • Mechanical Aptitude:
    • Ability to repair Crane, Telescopic Booms and Bucket Truck style of equipment.
  • Skills:
    • Wire-feed welding, use of oxygen/acetylene and plasma cutting equipment.
  • Knowledge:
    • Vehicle wiring and mechanical functions, ability to read and comprehend blueprints, schematics, and instruction manuals and the use of available lifting equipment such as overhead cranes, jib hoists, jacks, and forklifts.
  • Certifications:
    • Preferred certifications in heavy equipment maintenance or a related field.
  • Attention to Detail:
    • Excellent attention to detail in diagnosing and repairing equipment.
  • Team Player:
    • Strong teamwork and communication skills to work effectively with colleagues and support the overall service department.
  • Safety Focus:
    • A commitment to safety and a track record of working safely in a workshop environment.
  • Problem-Solving Skills:
    • Ability to troubleshoot and solve technical issues efficiently.
  • Physical Ability:
    • The role may require lifting, bending, and standing for extended periods.
  • Driver's License:
    • A valid driver's license with a clean driving record.
  • Travel:
    • Approximately 30 percent will be required.
Core Benefits:

Above all TIME Manufacturing Company is committed to providing our associates with a full spectrum of benefits because we know when you're healthy—physically, financially, and emotionally—you can perform at your best.

  • Health insurance – medical, prescription drug, dental, and vision plan
  • Life & AD&D Insurance
  • MD Live program
  • 401(k), with a company match
  • Paid holidays and vacation time available
  • Hearing Savings Plan
  • Employee Assistance Program
  • Travel Assistance
  • Life Planning and Legal Resources
  • And more.