Technical Support Technician

Interested in a career in a rapidly growing industry that is on the cutting-edge of technology and advancement of equipment, safety, and training? Join us at CMC North America, and help us make working at height faster, safer and more reliable. Together, we provide simple solutions for difficult access.

Location: Salem, NH

THIS IS NOT AN IT POSITION

CMC North America is a leader in selling and servicing specialized access equipment in North America. Our main products include tracked Mobile Elevating Work Platforms (MEWPs), trailers, stump grinders, and chippers. We are the exclusive distributor of CMC aerial lifts in North America, and we love it! We have a passion for helping businesses work safely, efficiently, and in some of the most hard-to-reach places you can imagine.

At CMC North America, we enable our customers to grow their businesses by offering a high-quality, unique product. We back that up with our first-class customer experience!

Our Service team provides lift inspections, warranty claims, service, and preventative maintenance. We provide services at our Massachusetts headquarters, Salem, New Hampshire facility, or in the field, where our customers are.

Technical Support Technicians are the front line for technical assistance to our equipment customers. This position is critical for our customers to solve problems, issues, and questions quickly and efficiently to resume their work on-site. The technician must have a professional mannerism and the ability to quickly build and maintain rapport with customers.

In this role, you will answer our customers' and dealers' technical support questions. Requests come in phone calls, emails, social media, etc.

Questions range from operation to light troubleshooting and can include questions about work status in our shop or field dispatch.

Once trained on our equipment, you will manage customer cases, work orders, and questions through to completion.

Using your technical skills and passion for customer service, you will deliver timely and excellent results to our customers.

We seek a bright, energetic, and organized individual for this exciting opportunity! If you are a professional on the phone, enjoy interacting with customers, and love helping others, this job is for you! Strong technical skills and customer service experience will bring you great success in this role. Knowledge of electrical systems, hydraulics, and heavy equipment is required to assist our customers.

If being on the cutting edge of customer service systems excites you, this is a great opportunity. We have an amazing team of experienced Service, Sales, Parts, and Training personnel. If you like working on teams of driven individuals who love their work, this is the right place for you!

• Answer incoming customer contacts (phone, email, social media, etc) for Technical Assistance professionally and courteously.
• Collect customer and machine information during each contact
• Listen to the customer and determine their problem and experience
• Assist customers with manual controls
• Troubleshoot and diagnose machine issues using knowledge gained from training and provided resources and schematics.
• Walk customer through basic diagnostics while on the phone or video chat
• Diagnostics could include:
  • Remotely connecting to the machine
  • Obtaining pictures from customers if needed
  • Test hydraulics with pressure tests
  • Test wiring by referring to schematics
• Use the knowledge base to the best of your ability, including determining when a case needs to be escalated to the next level of technical support.
• Create & manage cases for all issues and provide detailed descriptions of issues and actions taken.
• Follow cases through to resolution
• Plan follow-up with the customer for further assistance if necessary
• Follow up and review cases daily
• Provide Internal and External Training as requested
• Additional Projects as assigned by the Manager

• Demonstrated level of excellence with customer communication and follow-up
• Organized and able to prioritize issues appropriately
• Ability to walk through a problem and troubleshoot while not being present with the…