Technical Communicator (TC)​/Trainer

As a leading holding company in the material handling industry, GNCO proudly supports a diverse portfolio of companies nationwide. Join our growing corporate team that fosters a culture of growth, collaboration, and excellence. Be a part of something bigger by building your career with us. Discover why GNCO is the right fit for you.

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Retirement plan with company match – 401(k)

Leadership Development Initiative

Life & Disability Insurance

Discounts with GM and Ford Manufacturers

Employee referral program

Employee Assistance Program

Additional health & wellbeing offerings

Health credits

Health and wellness reimbursement

Your Time

Holiday pay & PTO

Paid maternity and paternity leave

Volunteer opportunities

Work-life balance

Accounting & Finance

Business Systems

Human Resources

IT

Marketing

Position:Technical Communicator (TC)/Trainer

Location: Columbus, OH

Job :274

# of Openings:1

We are a 3rd generation family-owned company.

Our core values shape our culture and drive us to deliver the best for our employees and customers.

We uphold a culture of:
Positivity | Teamwork | Self-development | Integrity | Community Service | Safety

The Technical Communicator (TC)/Trainer is responsible for providing technical support to company technicians, product support team members, sales representatives, and customers. They ensure technical issues are resolved in a timely manner with high first-time fix rates. The TC/Trainer will partner with Product Support Managers to improve the technical skillset of the overall operation.

• Answers phone calls via the TC hotline from technicians, providing immediate technical support to fix issues.
• Assists technicians to diagnose issues, troubleshoot problems, and repair issues properly.
• Documenting technical support through creation of a ticket for all calls and emails. Review and close tickets on weekly basis and document through reporting process.
• Review and analyze TC hotline data to identify common technical problems requiring support and information with product support team.
• Documents technical phone calls, monitoring repair times and reviewing with management to understand where additional training support and improvements are needed.
• Have strong working knowledge of all brands within the material handling industry, including brands outside of GNCO.
• Develops service reports during troubleshooting with technicians and adds reports to the technical support library.
• Develops Service Alerts in an effort to provide field repair support prior to the manufacturer’s published service campaign/product support bulletin (PSB).
• Performs on-site technical training to assist in the development of the technician workforce.
• Coaches technicians through advanced technical issues explaining root cause and procedure to repair.
• Develops policy requests for manufacturers, alerting them to technical issues as needed.
• Responsible for maintaining required service tooling, ordering and replacing equipment as needed.
• Assists Product Support and Sales staff as needed with sales demos, parts sourcing, service tech support, etc. which requires travel to dealerships and/or customer sites.
• Tracks, updates, and supports field technician computers with required software, programs, cables, etc., ensuring software updates are completed timely for all brands under GNCO.
• Leads by example in promoting a safe workplace; follows GNCO’s core safety values and ensures basic safety standards are adhered to including SDS, PPE, JSAs, hot work permits, and customer safety rules.
• Performs failure analysis and communicates findings to Product Support, manufacturers, and customers.
• Performs engineering/customizing for special applications seeking manufacturer approval to maintain warranties.
• Advises Product Support management and customers when there are pending technical issues taking longer than one day to resolve, ensuring follow up with technician and Service Account Supervisor.
• Assists Product Support with troubleshooting difficult cases, often requiring travel to dealerships and/or customer sites.
• Assists and collaborates with the Warranty Administrator to ensure all service campaigns/product support bulletins (PSBs) are communicated; ensures plans are put in place to complete timely and efficiently.
• Assists the Warranty Administrator with the claims process.
• Participates in classroom and factory training as required.
• Provides classroom training to technicians, requiring travel to local dealerships
• Provides operator training to technicians during onboarding process
• Develops and/or updates training curriculum materials to meet OEM standards
• Collaborates with Rental to coordinate equipment needed for training purposes
• Assist technicians in the field with on-the-job-training and/or diagnosing difficult cases
• Maintains updated records of training classes and technician accounts
• Assists when needed with creating technician accounts, making travel arrangements, and…