Tech Support Coordinator-Power Equipment at Multiquip – San Bernardino, California

About the Role:

As a Technical Support Coordinator, you'll be the go-to resource for troubleshooting and supporting MQ Power equipment. Using your expertise in power generators and diesel engines, youll guide customers through diagnostic steps and work to resolve issues over the phone, by email, or other communication channels. Whether it's a complex technical issue or a routine inquiry, you'll be the expert our customers rely on.

Key Responsibilities:

• Provide Expert Technical Assistance: Handle customer inquiries, troubleshooting requests, and provide solutions for issues on MQ Power equipment.
• Diagnose Equipment Problems: Listen closely to customers' descriptions of issues, analyze troubleshooting codes, symptoms, and data to pinpoint causes of failures or potential issues.
• Predict and Prevent Failures: Identify recurring problems and emerging trends, making proactive repair recommendations to prevent future issues.
• Ensure Customer Satisfaction: Follow up with customers to ensure their problems are resolved, and their expectations are exceeded.
• Create and Share Documentation: Provide clear technical support materials, including reports and repair documentation, to help customers understand solutions.
• Maintain Accurate Records: Document all interactions with customers, ensuring that all service issues and troubleshooting results are logged and organized.
• Collaborate Across Teams: Work closely with internal teams to resolve issues and contribute to continuous improvement initiatives.
• Contribute to Knowledge Sharing: Research and document effective troubleshooting techniques, repair procedures, and solutions to expand our knowledge base and FAQ database.
• Positive Customer Interaction: Maintain a friendly, approachable attitude with both customers and team members, ensuring that all interactions are positive and productive.

What Were Looking For:

Education & Experience:

• Associates degree or equivalent from a technical school or two-year college.
• 3-5 years of hands-on single/three phase generator equipment experience or related training.
• Previous experience with diesel-powered generators is highly preferred.
• Skills & Expertise:
• Strong understanding of mechanical, electrical, and hydraulic systems, including the ability to read and interpret schematics and diagrams.
• Solid troubleshooting skills and the ability to diagnose complex issues based on various data sources.
• Experience with power generator equipment ranging from 6 kW to 600 kVA, engine data analysis, and interpreting engine DTCs.
• Ability to communicate technical information clearly, both in writing and verbally.
• Strong customer service skills, including effective telephone communication and problem-solving.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook) and familiarity with CRM or service tracking software.
• Self-motivated with the ability to manage multiple tasks and work independently.

Education & Experience:

• Associates degree or equivalent from a technical school or two-year college.
• 3-5 years of hands-on electromechanical experience or related training.
• Previous experience with diesel-powered generators is highly preferred

Skills & Expertise:

• Strong understanding of mechanical, electrical, and hydraulic systems, including the ability to read and interpret schematics and diagrams.
• Solid troubleshooting skills and the ability to diagnose complex issues based on various data sources.
• Experience with electrical troubleshooting, engine data analysis, and interpreting system codes.
• Ability to communicate technical information clearly, both in writing and verbally.
• Strong customer service skills, including effective telephone communication and problem-solving.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook) and familiarity with CRM or service tracking software.
• Self-motivated with the ability to manage multiple tasks and work independently.

Physical Requirements:
This position primarily involves office-based work and customer communication. A typical 8-hour workday includes extended periods of sitting, phone use, talking, hearing, reading, writing, and computer typing.

The physical demands described below are representative of those required to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

While performing the duties of this role, the employee: Regularly sits for extended periods, frequently talks and listens to customers and team members, occasionally stands, walks, and reaches with hands and arm.

Compensation and Benefits:

• Compensation $25-$30/hr
• Excellent Benefits Package for Full Time Employee that starts the 1st of the month after 30 days of hire date
• Medical, Vision & Dental plans (including orthodontic coverage
• Company paid Life, AD&D, short-term and long-term disability
• Generous Paid Time Off - Accrue up to 4 weeks per year
• 11 paid Holidays
• 401(k), and other financial benefits
• Tuition Reimbursement up to $5,250 a year
• MetLife Hyatt Legal and AFLAC benefit plans
• Employee Assistance Program