Careers

Position:	Technical Support Administrator
Department:	Technical Support
Summary:	Reporting directly to the Supervisor of Technical support, this position is responsible for providing incoming technical telephone support and information to customers on all Multiquip products. This position is responsible for providing sufficient information to ensure complete customer satisfaction. If information is not available, the individual will undertake all efforts to investigate, research and establish the needed information in conjunction with Product Management and the Service Department. This position will document various support information for further clarification or to support undocumented issues and ensures this documentation is kept up-to-date. All documentation is prepared on approved corporate format and forms. Customer calls placed to voicemail are answered promptly, but no later than the following day. Since this position is a customer intensive contact position, it is required that the individual remains at his desk as much as possible, available to answer customer calls. When it becomes necessary to leave the workstation, co-workers and the supevisor must be informed to ensure incoming calls are routed properly. Proper use of the company's telephone voicemail system is required to advice callers of any days absent from the job.
Description:	Essential Duties and Responsibilities include the following. Other duties may be assigned. Answers customer technical inquiries and troubleshooting requests Initiates appropriate telephone follow up to ensure complete customer satisfaction Responsible for faxing or emailing technical support documentation to customers Maintains accurate information to enable prompt answers to customer questions Co-operates and communicates with customers, co-workers, supervisors and other departments to continuously improve customer service Complies with departmental and company policies and procedures Participates in the development and implementation of better departmental procedures and methods Constantly reviews the collected technical support information for accuracy and updates as necessary Researches equipment and components to develo tests and repair procedures, troubleshooting techniques and documents the same Responsible for filing M.I. reports on product failures, warranty failures, durability issues or product quality longevity Contributes topics and solutions to the FAQ database Assists in the creation of TI's, PI's and Service Bulletins and repair procedures Actively participates in company service training schools Qualifies and categorizes problems and communicates such to the Technical Support Supervisor Provides information for the Service Reference Guide update Performs assignments as directed by the Technical Support Supervisor, even if such assignment maybe out of the scope of the job responsibilities Constantly conducts self-education and training to stay informed on new equipment or asks for training Provide a pleasant and positive attitude with customers and co-workers
Requirements:	Associates Degree or equivalent from a two-year college or technical school 3 to 5 years related experience and/or training; or equivalent combination of education and experience Proficient in MS Office applications and experience in Corel Draw or ISODraw Knowledge in reading and understanding wiring and hydraulic schematics. Troubleshooting skills and experience is required A secondary language (Bi-lingual) is helpful to assist with products manufactured outside of US plus our diverse customer base Ability to ocassionally lift up to 100lbs
Location:	Carson, CA
Contact:	Ethel-Thamis A. Garcia, Human Resources Generalist
Email:	multiquiphr@multiquip.com (Please submit your resume in Word format)
Fax:	310.632.7380
Posted On:	08.18.2010