Technical Communicator (TC)/Trainer

Job Summary

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.

Essential Functions

• Answers phone calls via the TC hotline from technicians, providing immediate technical support to fix issues.
• Affords assistance to technicians to diagnose issues, troubleshoot problems, and repair issues properly.
• Documents technical support through creation of a ticket for all calls and emails. Reviews and closes tickets on a weekly basis and documents through reporting process.
• Reviews and analyzes TC hotline data to identify common technical problems requiring support and information with product support team.
• Documents technical phone calls, monitors repair times, and reviews with management to understand where additional training support and improvements are needed.
• Has a 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.
• Maintains required service tooling, orders and replaces equipment as needed.
• Affords assistance to 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.
• Affords assistance to Product Support with troubleshooting difficult cases, often requiring travel to dealerships and/or customer sites.
• Affords assistance and collaboration 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.
• Affords assistance with 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.
• Affords assistance to technicians in the field with on-the-job-training and/or diagnosing difficult cases.
• Maintains updated records of training classes and technician accounts.
• Affords assistance when needed with creating technician accounts, making travel arrangements, and scheduling training/operator classes.
• Affords assistance with eLearning and monitoring onboarding completion of new technicians.
• Is reliable and punctual in reporting for work as scheduled. Maintains professionalism on the job at all times and helps set standards for professional customer service.
• Performs other duties of a similar nature as required.

Position Qualifications

• EDUCATION: High School Diploma or equivalent. Vocational or technical certification preferred.
• EXPERIENCE: Five or more years of experience in a service technician role in the material handling industry. Previous experience in a customer service role preferred.
• KNOWLEDGE: Comprehensive knowledge of electrical, hydraulic, and mechanical operations.
• OTHER REQUIREMENTS: Ability to interpret and communicate technical information clearly and effectively. Strong problem-solving skills with emphasis on developing alternative solutions. Strong interpersonal communication skills and ability to build relationships with internal and external customers. Proficiency in Microsoft Office Suite. Ability to work independently and to effectively prioritize demands and execute tasks. Keen attention to detail. Strong written and verbal communication skills with the ability to convey information to internal and external customers in a clear and concise manner. Strong project management and organizational skills.

Benefits

• Health Benefits: Comprehensive benefits include medical, dental, vision along with additional plan options (opportunity to earn monthly premium discounts)
• Free Telehealth Benefits: Receive virtual medical care through Teledoc with a $0 copay, offering a convenient alternative to in-person visits
• Retirement Savings: 401(k) with employer match and profit-sharing eligibility
• Vacation/Holidays: 3 weeks PTO annually prorated in the first year, and 10 paid company holidays
• Reimbursements & Programs: Annual Boot Allowance, Prescription Safety Glasses, Gym Reimbursement, and Tuition Reimbursement

About the Role

GNCO is 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.