Technical Support Coordinator (PE)

OverviewThis position is responsible for providing service related support for MQ Power equipment (Generators/Air compressors). The individual will assist customers through electrical, mechanical and hydraulic troubleshooting methods through various channels such as phone or email. If information is not available, the individual will undertake all efforts to research and establish the information needed. Location for this position is hybrid (Remote and San Bernardino Office)ResponsibilitiesAnswers customer technical inquiries and troubleshooting requests.Ascertains equipment issues by listening to customers and taking notes.Analyze troubleshooting codes, symptoms, electrical data and engine data to determine cause of failure or imminent failure.Able to recognize recurring patterns that indicate potential failure trends and make accurate repair recommendations.Initiates appropriate telephone follow up to ensure complete customer satisfactionResponsible for emailing and communicating technical support documentation to customers.Responsible for reporting customer contact information, service issues, and summarizing important facts for each incident reviewed.Maintains accurate information to enable prompt answers to customer inquiries.Able to clearly and effectively communicate with customers, co-workers, supervisors and other departments to continuously improve customer service.Complies with departmental and company policies and proceduresConstantly reviews the collected technical support information for accuracy and updates as necessaryResearches equipment and components to develop test and repair procedures, troubleshooting techniques and documents the sameContributes topics and solutions to FAQ databaseAssists in the creation of technical information documentsProvides a pleasant and positive attitude with customers and co-workersPerforms other duties that may be assignedQualificationsAssociates Degree or equivalent from a two year college or technical school3-5 years electromechanical experience and or training/education/hands-on service repairComprehensive understanding of mechanical, electrical diagrams and functionalityKnowledge in reading and understanding electrical wiring and hydraulic schematicsAbility to interpret a variety of instructions through digital photos, oral or diagram formTroubleshooting skills and experience is requiredStrong interpersonal customer service and telephone skillsCandidate must be familiar with Microsoft Office applications and have the ability to accurately and proficiently enter information into computer systemsAbility to work independently and multi-taskPI235161604 Apply