Call Center Technician

Location: Virginia Beach, VA, 23452

Skills: Technical Call Center Tech

• Receive customer support calls within the Contact Center ensuring diligent follow up of all open cases while providing the best possible customer experience.
• Verify & update customer account information within the CRM (Salesforce).
• Assist customers with technical support by providing accurate diagnostics and solutions via phone, email, diagnostic tools or video support tools.
• Utilize Haulotte systems to research & provide technical documentation required to diagnose and repair Haulotte equipment.
• Research and identify spare parts and/or replacement parts required to repair Haulotte equipment based on technical diagnosis.
• Log all customer-related activities within Salesforce including detailed call/contact summaries in Salesforce CRM.
• Coordinate with cross-functional teams regarding machine registration, technical campaigns, spare parts, and warranty related cases.
• Check all serial numbers related to cases for open technical campaigns and machine ownership.
• Use the escalation system when necessary to ensure customer satisfaction.
• Program control boxes (ECU’s – electronic control units, etc.) to satisfy customer orders and needs.
• Adherence to department KPI’s related to customer satisfaction, answer rates, and case management.
• Frequently attend educational seminars to improve knowledge and performance level.

• Advanced knowledge of hydraulic and electrical systems
• Ability to read and understand electrical and hydraulic schematics.
• Strong troubleshooting skills related to electrical, mechanical, hydraulic, systems.
• Computer skills – ability to navigate through ERP systems, Microsoft Office, Salesforce.
• Strong phone and verbal communication skills along with active listening and soft skills needed to communicate with all levels of customers.
• Customer focus and adaptability to different personality types.
• Familiarity with CRM systems and practices.
• Ability to multi-task, set priorities and manage time effectively.

• Combined minimum 3 years of technical experience in aerial equipment repair, heavy equipment, industrial machine repair, field service, or material handling equipment repair.  
• Previous experience in a customer technical support role of call center.
• Hydraulic systems, electrical/electronic systems, motor controllers, automation, machine controls, AC/DC drives & circuits, multimeters.