Technician Service Support - Heavy equipment

Job Description

THE OPPORTUNITY : In-office 5 days per week

As part of the America’s team, SANY America in Peachtree City , Georgia is looking to recruit a driven, forward-thinking, and highly motivated Technician Service Support - Inside. SANY America is advancing its growth trajectory under the leadership of CEO David Nicol, appointed in July 2024. With the deep investment and backing of SANY Group, the Americas business expects to grow significantly in the coming years. Critical to this growth, is the appointment of a high-quality Technical Support Specialist who has the knowledge and passion for working with heavy duty construction equipment parts. Under general supervision in technical support and call center environment, the candidate will provide technical parts support to our dealers and end-users through email and phone calls. This position is located in Peachtree City, GA.

KEY RESPONSIBILITIES

This role will work directly with the Senior Manager – Dealer Support to ensure an effective strategy is executed. This will require :

• Must have experience diagnosing and repairing construction equipment, as well as demonstrated knowledge and understanding of mechanical, electrical, and hydraulic systems and components used in construction, material handling and / or crane equipment.
• Deliver service support to our dealers and end-users as part of our call center or online via Sales Force.
• Record, update, maintain and close cases in Sales Force, documenting dealer and customer inquiries.
• Interact with Sany authorized dealers and customers to provide and process information in response to inquiries, concerns, and requests about machine repairs, diagnostics and maintenance.
• Gather requirements needed to ensure request is properly qualified prior to diagnosis assistance given.
• Research required information using the internet, SAP system, SIS parts information system, along with other CRM systems.
• Identify and escalate priority issues per dealer or customer needs.
• Independently resolve problems, involving manager and other departments as appropriate
• Offer alternative solutions where appropriate with the objective of increasing dealer and customer satisfaction and their business.
• Follow up on pending cases and requests with dealers and customers on a regular and scheduled basis.
• Stay current with and actively help develop and improve IT systems, procedures and processes.
• Review assigned service manuals and other technical publications to ensure that they are correct and meet market requirements.
• Will need to be able to work on machines and utilize machines on site to help diagnose and work with technicians via electronic communication and phone calls.

Physical Requirements

PROFESSIONAL EXPERIENCE & QUALIFICATIONS

The ideal candidate will have :

Strong candidate will have

COMPENSATION

Compensation will be competitive and commensurate with experience. It will include a base salary, an annual performance bonus, and other exceptional benefits.