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Regional Heavy Equipment Technical Service Advisor

Bramco Inc.
Evansville, IN Full Time
POSTED ON 5/27/2024
Job Summary: To assist product support and the service team with technical support that meets the needs of all internal and external customers.

Job Responsibilities

Perform daily administrative and operational activities supporting the service teams to include the following:

  • Help technicians and customers (internal or external) communicate/troubleshoot mechanical problems via phone or e-mail or perform a visual inspection during a site visit.
  • Document and research customer concern(s) to aid the service teams in identifying, addressing, and resolving issues.
  • Utilizes records of service history, or any other available tools (Online portals (Ex: MyKomatsu, KOWA, Open Campaigns, etc.) to identify and address machine related issues.
  • Confers with internal customers about inspection results, recommending corrective actions and preparing service teams for any needed repairs.
  • Assists the service department in compiling quotes.
  • Coordinates and communicates with dispatchers regarding any unique resources or outside support needed to complete the service work.
  • Provides internal and external customers with instructions and steps required for service work to be performed.
  • Assists service in both handling and resolving customer complaints.
  • Meets regularly with service team about ongoing technical issues.
  • Maintains high customer satisfaction standards with both internal and external customers.
  • Handles telephone inquiries and follow up with customers (internal & external) in a professional manner.
  • Obtains technical information via computer and telephone from manufacturer provided sources.
  • Assists in maintaining care and custody of all company owned diagnostic tooling.
  • Maintains a high level of communication with others within the service departments.
  • Special projects as assigned.
  • Must have High School Diploma, a 2-year technical degree or comparable military training is preferred.
  • Must have 5 or more years of equipment technical experience or similar industry experience.
  • Must have experience in managing projects and people without authority.some experience in the supervision of others.
  • Must have a good working knowledge of equipment operations and mechanical functions.
  • Must have excellent written and oral communication skills.
  • Proficient with a computer for administrative use including Microsoft programs (Word, Excel, PowerPoint, etc.) and diagnostic use using manufacturer provided programs.
  • Capable of working with limited supervision / self-starter
  • Must be capable of dealing with the various personalities and skill set levels of technicians.
  • Strong organizational and time management skills.
  • Must be a team player, comfortable in a group setting.
  • Willing to travel up to 50% weekly between assigned branches; will require some overnight stays.
  • Ability and initiative for continuous learning, to include attending vendor training.
  • Problem solving ability, initiating follow-up, and expediting work.
  • Maintain excellent customer relations.
  • Must be able to successfully pass a background, physical, and drug screen.

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