Tech Support Coordinator-Power Equipment

Multiquip; San Bernardino (CA); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Medical, Vision & Dental plans

Paid Time Off

401(k)

Tuition Reimbursement

Job summary

Multiquip is seeking a Technical Support Coordinator to troubleshoot and support MQ Power equipment. You'll guide customers through diagnostic steps over the phone, email, or other channels, leveraging your generator and diesel engine knowledge to resolve issues.

Key duties include diagnosing problems, preventing failures, documenting solutions, maintaining logs, and collaborating with internal teams to improve our knowledge base and customer service.

Qualifications

• Associate’s degree or equivalent from a technical school or two-year college.
• 3-5 years of hands-on generator equipment experience or related training.
• Previous experience with diesel-powered generators is highly preferred.
• Strong understanding of mechanical, electrical, and hydraulic systems, reading schematics.
• Solid troubleshooting skills and ability to diagnose complex issues from data.
• Experience with power generator equipment 6 kW to 600 kVA, engine data analysis, and engine DTCs.
• Clear written and verbal technical communication.
• Strong customer service and problem-solving via phone/coordinated channels.
• Proficiency in Microsoft Office and familiarity with CRM/service tracking software.
• Self-motivated with ability to manage multiple tasks independently.

Responsibilities

• Provide Expert Technical Assistance: handle inquiries and solutions for MQ Power equipment.
• Diagnose Equipment Problems: analyze descriptions, codes, symptoms to pinpoint causes.
• Predict and Prevent Failures: identify recurring issues and advise proactive repairs.
• Ensure Customer Satisfaction: follow up to ensure problems are resolved.
• Create and Share Documentation: provide repair reports and knowledge base materials.
• Maintain Accurate Records: log all interactions and troubleshooting results.
• Collaborate Across Teams: work with internal teams to resolve issues.
• Contribute to Knowledge Sharing: document effective techniques and procedures.
• Positive Customer Interaction: maintain friendly, productive communication.

Skills

Mechanical systems

Electrical systems

Hydraulic systems

Troubleshooting

Schematics reading

Engine data analysis

System codes interpretation

Customer service

Communication skills

CRM familiarity

Education

Associate’s degree or technical school / two-year college

Electromechanical experience (3-5 years)

Tools

CRM software

Microsoft Office

Job description

About the Role:

As a Technical Support Coordinator, you'll be the go-to resource for troubleshooting and supporting MQ Power equipment. Using your expertise in power generators and diesel engines, you'll guide customers through diagnostic steps and work to resolve issues over the phone, by email, or other communication channels. Whether it’s a complex technical issue or a routine inquiry, you'll be the expert our customers rely on.

Key Responsibilities:

• Provide Expert Technical Assistance: Handle customer inquiries, troubleshooting requests, and provide solutions for issues on MQ Power equipment.
• Diagnose Equipment Problems: Listen closely to customers’ descriptions of issues, analyze troubleshooting codes, symptoms, and data to pinpoint causes of failures or potential issues.
• Predict and Prevent Failures: Identify recurring problems and emerging trends, making proactive repair recommendations to prevent future issues.
• Ensure Customer Satisfaction: Follow up with customers to ensure their problems are resolved, and their expectations are exceeded.
• Create and Share Documentation: Provide clear technical support materials, including reports and repair documentation, to help customers understand solutions.
• Maintain Accurate Records: Document all interactions with customers, ensuring that all service issues and troubleshooting results are logged and organized.
• Collaborate Across Teams: Work closely with internal teams to resolve issues and contribute to continuous improvement initiatives.
• Contribute to Knowledge Sharing: Research and document effective troubleshooting techniques, repair procedures, and solutions to expand our knowledge base and FAQ database.
• Positive Customer Interaction: Maintain a friendly, approachable attitude with both customers and team members, ensuring that all interactions are positive and productive.

What We’re Looking For:

Education & Experience:

• Associate’s degree or equivalent from a technical school or two-year college.
• 3-5 years of hands-on single/three phase generator equipment experience or related training.
• Previous experience with diesel-powered generators is highly preferred.
• Skills & Expertise:
• Strong understanding of mechanical, electrical, and hydraulic systems, including the ability to read and interpret schematics and diagrams.
• Solid troubleshooting skills and the ability to diagnose complex issues based on various data sources.
• Experience with power generator equipment ranging from 6 kW to 600 kVA, engine data analysis, and interpreting engine DTC’s.
• Ability to communicate technical information clearly, both in writing and verbally.
• Strong customer service skills, including effective telephone communication and problem-solving.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook) and familiarity with CRM or service tracking software.
• Self-motivated with the ability to manage multiple tasks and work independently.

Education & Experience:

• Associate’s degree or equivalent from a technical school or two-year college.
• 3-5 years of hands-on electromechanical experience or related training.
• Previous experience with diesel-powered generators is highly preferred

Skills & Expertise:

• Strong understanding of mechanical, electrical, and hydraulic systems, including the ability to read and interpret schematics and diagrams.
• Solid troubleshooting skills and the ability to diagnose complex issues based on various data sources.
• Experience with electrical troubleshooting, engine data analysis, and interpreting system codes.
• Ability to communicate technical information clearly, both in writing and verbally.
• Strong customer service skills, including effective telephone communication and problem-solving.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook) and familiarity with CRM or service tracking software.
• Self-motivated with the ability to manage multiple tasks and work independently.

Physical Requirements:

This position primarily involves office-based work and customer communication. A typical 8-hour workday includes extended periods of sitting, phone use, talking, hearing, reading, writing, and computer typing.

The physical demands described below are representative of those required to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

While performing the duties of this role, the employee: Regularly sits for extended periods, frequently talks and listens to customers and team members, occasionally stands, walks, and reaches with hands and arm.

Compensation and Benefits:

• Compensation $25-$30/hr
• Excellent Benefits Package for Full Time Employee that starts the 1st of the month after 30 days of hire date
• Medical, Vision & Dental plans (including orthodontic coverage
• Company paid Life, AD&D, short-term and long-term disability
• Generous Paid Time Off - accrue up to 4 weeks per year
• 11 paid Holidays
• 401(k), and other financial benefits
• Tuition Reimbursement up to $5,250 a year
• MetLife Hyatt Legal
• Employee Assistance Program

Multiquip provides competitive pay and benefits and supports our employees through our values of safety, integrity and respect. Employment is subject to pre- employment physical, drug-screening and background investigation. E-Verify (www.dhs.gov/E-Verify) is used to verify a candidates' legal right to work in the U.S. Multiquip Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will received consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected class.

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