Technical Service Specialist-Heavy Equipment

SANY America; Peachtree City (GA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, and vision

Paid Time Off

401(k) savings plans

Health Savings Account (HSA)

Flexible Spending Accounts (FSAs)

Life Insurance

Employee Assistance Program (EAP)

Job summary

SANY America is seeking a Technical Service Specialist-Heavy Equipment to provide on-site support in Peachtree City, GA, and remote dealer/end-user assistance via email and phone. You will diagnose machine issues, reference manuals, and coordinate with technicians to ensure prompt repairs.

The role requires 5+ years in heavy equipment, strong mechanical/electrical/hydraulic knowledge, and experience with CRM systems and SAP. Excellent English and customer service skills are essential.

Qualifications

• Technical certificates or equivalent professional experience.
• Associate or higher degree in a related technical discipline.
• 5+ years in heavy construction/industrial equipment.
• Fluent in verbal and written English with excellent phone etiquette.
• Strong knowledge of mechanical, electrical, and hydraulic systems in construction equipment.
• Proficient with Microsoft Office.
• Experience with parts manuals and diagrams.

Responsibilities

• Deliver parts support to dealers and end-users via call center or online.
• Record and close cases in Salesforce, documenting dealer and customer inquiries.
• Interact with authorized dealers and customers to respond to inquiries about machine repairs, diagnostics, and maintenance.
• Gather requirements needed to ensure request is properly qualified prior to diagnosis assistance.
• Research required information using the internet, SAP system and SIS parts information system, along with other CRM systems.
• Identify and escalate priority issues per dealer or customer needs.
• Independently resolve problems involving managers and other departments as appropriate.
• Offer alternative solutions to increase dealer and customer satisfaction.
• Follow up on pending cases and backorders with dealers and customers on a regular basis.
• Stay current with IT systems and procedures and help improve them.
• Review service manuals to ensure accuracy and market alignment.
• Work on machines onsite to diagnose with technicians via electronic communication and phone calls.

Skills

Phone etiquette

English proficiency

Customer service

Communication skills

Teamwork

Problem solving

Root cause analysis

Presentation skills

Creativity

Resilience

Education

Associate or higher degree in a related technical discipline

Technical certificates

Tools

Salesforce

SAP

SIS parts information system

Microsoft Office

Job description

Technical Support Specialist

About The Role

As part of the SANY America team, SANY America is seeking an experienced and highly motivated Technical Service Specialist-Heavy Equipment 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. Under general supervision in technical support and call center environment, the candidate will provide technical support to our dealers and end-users through email and phone calls. This position is onsite in Peachtree City, GA.

SANY America continues to make strong progress and significant investments in the Americas market; the organization is now pursuing an aggressive growth strategy and is looking to move quickly beyond this initial platform and increase their market share. This role will require someone who can balance multiple tasks while being a problem solver that can create and improve processes with outside-the-box thinking.

With current revenues over $500 million, SANY America continues to make strong progress and significant investments in the Americas market; the organization is now pursuing an aggressive growth strategy and is looking to move quickly beyond this initial platform and increase their market share.

Key Responsibilities

• Deliver parts 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 and the SIS parts information system, along with other CRM systems.
• Identify and escalation priority issues per dealer or customer needs.
• Independently resolve problems involving managers 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 and backorders 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.

Required Qualifications

• Technical certificates
• Associate or higher degree in a related technical discipline or equivalent related professional experience.
• Minimum of 5 years experience in heavy construction, industrial or agricultural equipment industry.
• Outstanding phone etiquette, fluent in verbal and written English, with the ability to speak and write clearly and accurately.
• Demonstrate experience and history of providing outstanding customer service.
• Demonstrate knowledge and understanding of mechanical, electrical, and hydraulic systems and components used in construction, material handling and crane equipment.
• High proficiency with computers and in the use of Microsoft Office programs.
• Ability to identify parts, systems, and components reliably and correctly in parts manuals and diagrams and ability to understand, apply, and interpret technical specifications.
• Strong communication, presentation and teamwork skills with the ability to build trust and credibility.
• Demonstrate a high degree of creativity and mature judgement in anticipating and solving non-reoccurring, unprecedented problems.
• Have a Root Cause/Countermeasure approach to problem solving (analytical vs. intuitive).
• High energy with a sense of urgency, resiliency, and self-confidence.

Work Environment & Physical Requirements

Onsite-Peachtree City, GA

Travel Requirements

N/A

Compensation

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

• Medical, dental, and vision
• Paid Time Off
• 401(k) savings plans
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)

Company Paid STD And LTD Benefits

• Life Insurance
• Employee Assistance Program (EAP)

EQUAL OPPORTUNITY STATEMENT

SANY America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status.

DRUG AND ALCOHOL FREE WORKPLACE NOTICE

SANY America is an equal opportunity employer and maintains a drug free workplace consistent with applicable federal, state, and local laws. Applicants may be required to complete pre employment screenings, including drug and/or alcohol testing, as a condition of employment where permitted by applicable law. Testing requirements, employment practices, and workplace policies may vary based on work location, position responsibilities, business necessity, workplace safety considerations, customer requirements, contractual obligations, and applicable regulatory standards.

SANY America complies with applicable federal, state, and local laws relating to marijuana/cannabis use, including applicable medical and recreational marijuana laws where permitted. However, applicants and employees are prohibited from being impaired, under the influence, or in possession of prohibited substances while working, operating company vehicles or equipment, performing safety sensitive duties, conducting company business, or while on company property, consistent with applicable law.

Certain positions may be designated as safety sensitive or subject to additional regulatory, customer, contractual, or operational requirements and may require participation in pre employment, random, reasonable suspicion, post accident, follow up, or other drug and/or alcohol testing programs in accordance with applicable federal, state, and local laws. Positions subject to U.S. Department of Transportation (DOT) regulations, federal contractor requirements, customer site requirements, or other applicable regulatory standards must comply with all related testing, reporting, workplace safety, and compliance requirements as a condition of employment.