Technical Support Specialist - Heavy Equipment

Company: JCB North America
Location: Santa Monica
Posted on: March 17, 2023

Job Description:

Position Summary Reporting to the North American Service Manager, this position is responsible for providing ongoing technical diagnostic support to customers on JCB product lines, manages the uptime of machine fleets, as well as hosting customer and corporate visits. This position is located in Santa Monica, CA. Major Tasks, Responsibilities & Key Accountabilities Ensure fast and accurate responses to all dealer technical diagnostic concerns Use latest machine monitoring software to monitor fleet health and action accordingly Host customers and corporate visits while communicating business strategy and key activities Support customer business and ensure issues and concerns are handled promptly and efficiently Document product concerns and provide to quality teams for investigation Communication of solutions to the field using multiple media Report to customers and other relevant parties on new model design as it affects Service Ensure that customer phone coverage is always supported, using colleagues where necessary Maintain detailed call logs of all customer enquiries & requests for assistance, including closing detail and date Additional duties as assigned by the Manager Minimum Qualifications Ability to read hydraulic and electrical schematics Previous employment as a technician on CE/AG equipment Must pass any drug screens, background checks and pre-employment tests as applicable Preferred Qualifications Technical Institute graduate in related field Seven years of technical service or training experience within a related industry Knowledge, Skills, Abilities & Competencies A sense of urgency to deliver fast and accurate responses to dealer concerns Proficiency with Microsoft Word, Excel, Access, and PowerPoint Ability to take direction well, either written or verbal Effective presentation and written communication skills Excellent customer service, problem solving and organizational skills Ability to be detail oriented and multi-task while maintaining a sense of urgency Willingness to travel as required (less than 5%) Job Conditions: Both office environment and occasionally manufacturing/factory environment Subject to noise and temperature changes Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to: Sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. JCB is an equal employment opportunities (EEO) employer in accordance with applicable federal, state and local laws. JCB complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. EEO EMPLOYER/VET/DISABLED JCB is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, JCB offers many job opportunities outside of the U.S. which can be found through our website at https://www.jcb.com/en-gb/about/careers Other details Job Family Customer Service Pay Type Salary Apply Now

Keywords: JCB North America, Santa Monica , Technical Support Specialist - Heavy Equipment, Other , Santa Monica, California