Service Customer Support Representative

Come join the growing MH Team! As a Service Customer Support Representative with MH Equipment, you will work closely with other individuals in the Operations, Sales, Service, Parts, Rental & Resale and Aftermarket departments.

Company Overview

MH Equipment services, sells and rents high-quality and affordable material handling equipment for varying applications and budgets.

We give back to the communities we do business in through the His First Foundation, which contributes 10% of our annual income to charitable endeavors that our employees are involved with. Our focus and culture are centered on our beliefs that people matter, passion inspires, and purpose unites

For more information on who we are and what we do, please visit our website at www.mhequipment.com

Job Responsibilities:

• Answer phones.
• Take and enter service calls in our Dispatch system.
• Dispatch technicians to customer service calls.
• Enter daily timecards and prepare hourly payroll as required. Clocking needs to be entered daily for all technicians.
• Timecard clocking by technicians needs to be monitored by Customer Support and the Customer Support people need to make sure techs are clocking in quarter hour increments.
• Complete and close work orders for assigned techs.
• Open PM and customer work orders for assigned techs.
• Responsible for monitoring PM completion throughout the month to obtain 100% PM completion rate.
• Enter and track fleet/warranty service claims for assigned techs.
• Prepare written quotes for the service department and fleet accounts for assigned techs. Monitor and track quote completion/close rate.
• Assist with tracking and control of work in process (WIP) for assigned techs.
• Follow policies and procedures.
• Review of Technicians’ Paperwork and Timecard each week, as needed by Service manager.
• This should be accomplished with a dual monitor set up for each Customer Support person to enable them to view this.
• Work in Process (WIP report) monitoring: Customer Support is responsible for monitoring and dispatching technicians to maintain the WIP report to less than 7 working days on average. A SM or Shop Manager should be notified of any open work order that the technician has had parts issued to for over 5 days.
• Lunch Compliance: lunches are a minimum of ½ hour per day for all technicians. If the lunches are not taken, the Service Manager or Shop Manager should be notified immediately.
• OT Authorization Rules: Customer Support needs to know that all OT by technicians must be approved by the Service Manager or Shop Manager prior to working the time.
• Any unpaid time must be authorized by a manager. A note should be placed in the payroll time sheet to verify the reason for unpaid time as well as management authorization.
• Work with Service and Shop Manager to control all transportation needs of the branch. This will include proper tracking and billing on monthly WO’s and customer WO’s o maintain a profitability within the department.
• Perform all other administrative service department duties as assigned.

Job Requirements:

• Must be able to work independently as well as have the ability to function well within a team environment.
• Proficiency in Word, Excel, Outlook, and PowerPoint required. Other helpful computer skills include working knowledge of Adobe Acrobat Suite.
• Accurate and detail-oriented.
• Strong verbal, telephone, and written communication skills.
• Analytical and organizational skills.
• Accounting knowledge or aptitude is beneficial.
• Ability to cope with pressure situations, multiple projects, and frequent interruptions.
• Present a professional image in personal appearance, dress and preparation.

Working Conditions: Hours will be 7:00 a.m. – 3:30 p.m., Monday through Friday. Occasional overtime may be required. This is an hourly, non-exempt position.

Benefits:

• Uniquely MH: Adoption Assistance, Dave Ramsey's Smart Dollar, Pet Insurance, Wellness Program, Vendor Discounts, and more!
• Excellent Compensation: Great pay, pay bonus incentives, 401K with employer match.
• Generous PTO: Paid vacation, holidays, personal, sick days, charity time off.
• Great Insurance: Medical, dental, vision, and life insurance. Short-term and voluntary long-term disability.
• Company Support: Continuous training, safe working environment.

MH Equipment is proud to be an Equal Opportunity Employer

Job Type: Full-time

Experience:

• Microsoft Office: 3 years (Required)
• Accounting: 3 years (Preferred)

Work Location: In person