Technical Support Specialist

We are seeking a highly motivated, skilled and experienced individual to join our USA Service Team and work in a fast-paced, dynamic environment. To support our expanding business, we are seeking to hire a technician for an office based role that will be located in Greensboro. This role will give any individual Great Progression Opportunities. The duties of the role will include but are not limited to the following;

Responsibilities & Duties:

• Provide aftersales and technical support to our ever-growing dealer network throughout North America.
• Diagnose and resolve complex product issues via phone, email, or remote software access.
• Ensure all customer issues are resolved, provide escalation support when necessary to ensure equipment is repaired as quickly as possible.
• Coordinate with various Combilift teams including Engineering, Parts, Aftersales and Customer Service.
• Assist field technicians, dealerships, or service partners with advanced diagnostic steps and repair procedures.
• Demonstrate outstanding customer service through high quality interactions with our dealers and customers.
• Maintain positive and healthy relationships with various customers and dealers.
• Travel as necessary to provide additional customer support.
• Write detailed reports outlining what support was provided and what additional work or support still needs to be provided.
• Identify recurring product defects or trends and report them to the engineering or product development teams.
• Accurately identify, order, and track replacement spare parts using internal support systems and parts manuals.
• Ability to read and interpret mechanical schematics, electrical diagrams, and parts illustrations.
• Professional appearance and can-do attitude.
• Strong problem-solving capabilities with high attention to detail
• Communication of the solution and necessary field action to our customers throughout North America via technical bulletins, product updates, e-mail, and phone
• Maintain detailed call/email logs of all customer inquiries & requests for assistance with the company’s case management system
• Maintain communication with both the Production and Engineering team to ensure accurate information is provided to the customer.