Technical Communicator/Trainer

Why Join Team Towlift?

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

Responsibilities

• 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 GNC.
• 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 GNC.
• Leads by example in promoting a safe workplace; follows GNC’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 scheduling training/operator classes.
• Assists 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.

Requirements

• High School Diploma or equivalent. Vocational or technical certification preferred.
• Five or more years of experience in a service technician role in the material handling industry.
• Previous experience in a customer service role preferred.
• Comprehensive knowledge of electrical, hydraulic, and mechanical operations.
• 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.