Technical Support and Trainer

Our customer is looking for a  seasoned  Diesel Technician who is ready to join a growing company and provide technical support and training to their customers.   This position can be remote, however the Technician would need to live in commutable distance to their New Braunfels Head Office to attend onsite commitments.  This company believes in empowering their employees, they provide exceptional support with technical assistance and training but provide the flexibility to work independently. This is a busy fast-growing company with offering a full benefits package including medical, dental, vision, paid time-off and a 401K.

SUMMARY: Services customers by determining requirements, answering inquiries, creating service cases, resolving problems, fulfilling requests and managing the database.

SUPERVISORY RESPONSIBILITIES: Carries out supervisory responsibilities in accordance with the organizations policies and applicable local, city, state and federal laws and statutes. Responsibilities include training technicians, maintaining customer accounts, addressing complaints and resolving complex technical issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Determines requirements and needs by working with Expert Technician Service (ETS) customers
• Answers inquiries by clarifying desired information, researching, locating and providing information to customers for repair resolution, following up daily on previous days repairs ensuring issues are solved.
• Resolves problems by clarifying desired information, completing transactions, forwarding requests, implementing solutions, and escalating unresolved problems.
• Recognize opportunities to up-sell accounts and provide information to sales team manager for follow up
• Involved in customer training and growth of customer technicians, technically and tool navigation - our mission is to grow them by means of on-site and webinar training tools.
• Maintain call center database by accurately entering information into case management system; including outlining call, who spoken to, resolution, and follow up.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

QUALIFICATIONS AND POSITION REQUIREMENTS: 

• 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
• Ability to define problems, collects data, establish facts, and draw valid conclusions
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form
• Complete understanding of and ability to interpret OEM and aftermarket software platforms
• Complete technical understanding of the following; cab/chassis, transmission, engines, A/C and related systems, electrical, suspension, braking and ABS systems
• Excellent verbal and written communication skills; via telephone calls, text, email or in person
• Interpersonal skills
• Customer Service
• Excellent work habits, multi-tasking, organization, accuracy, attention to detail and quality of work
• Data entry skills

EDUCATION and/or EXPERIENCE:

10-20 years of technical related experience and/or training; or the equivalent combination of education, training and experience.

CERTIFICATES, LICENCES and REGISTRATIONS: 

Certifications and/or Expertise are required in the following areas: All manufacturer class 3-8 engines, cab controllers, transmissions and major components. Proprietary training as required by OEM specifications, software navigation and interpretation.