Are you an experienced heavy equipment service tech looking for a change? Want to help others with their equipment questions, remotely? If this sounds like you, Southeastern Equipment is looking for a tech with great diagnostic, hydraulics, electrical and communication skills to provide customer support over the telephone. This position will require documented work experience in heavy equipment (Agricultural or Construction) and an orientation to providing great service over the phone. Position will require passing the AED assessment with a score of 70% or greater.Fulltime, full benefits, and a chance to do your very best work everyday!

Remote Service Support Job Description

Effective April 1, 2024

Remote Service Support

Primary Responsibility Summary

A Remote Service Support Tech remotely diagnoses and resolves equipment issues, provides technical support and guidance over the telephone. This role involves direct customer interaction, collaboration with sales and service teams, and the development of training materials. The position requires a blend of technical expertise and customer service skills.

Reporting Structure

Reports to Service Support Leader

Travel Requirements

Minimal, training and meeting only maybe once a month

FLSA Classification

Non-Exempt

Metrics Accountable

Time Billed
Sales
Customers successfully helped
Cross sell / upsell of service and parts department
Time spent on the phone

Roles and Responsibilities

Values and Mission

Upholds Southeastern Equipment's Values, Vision, and Culture.

Passion

We create relationships, not just transactions. - Our customers see value from Southeastern over time across all departments, across the life of the machine, and across generations.

Niche

Through high levels of customer experience, we provide solutions and expertise to help customers build the future.

Core Values

Passionate - We have a steadfast determination.
Helpful - We are reliable.
Hustle - We have grit and do more than what is required.
Human - We treat everyone with empathy and dignity.
Customer First - We make sure our customers are cared for first.

Technical Diagnosis and Support

Remote Troubleshooting: Use diagnostic software and tools to remotely assess and diagnose issues with construction equipment, identifying faults or malfunctions.
Guided Repairs: Provide step-by-step instructions to on-site technicians or customers to help them resolve issues, making use of video calls, schematics, and manuals as necessary.
Software Updates and Configuration: Remotely install software updates, configure equipment settings, and perform calibrations to improve performance or resolve software-related issues.
Equipment Monitoring: Utilize IoT (Internet of Things) technology to continuously monitor equipment health and performance, preemptively identifying potential issues before they become critical.

Customer Support and Communication

Technical Support: Offer real-time technical advice to customers and field technicians, including troubleshooting steps, maintenance advice, and usage tips.
Documentation: Maintain detailed records of customer interactions, issues diagnosed, actions taken, and resolutions achieved, contributing to a knowledge base for future reference.
Feedback Loop: Act as a liaison between customers and the dealership's engineering or product development teams, relaying feedback and insights that could inform product improvements or future developments.

Training and Development

Educational Resources: Develop and provide access to online tutorials, manuals, and FAQs for customers and staff to refer to for common issues or procedures.
Continuous Learning: Stay updated on the latest industry standards, technology advancements, and diagnostic techniques to ensure high-quality support.

Service and Cross Departmental Coordination

Service Recommendations: Based on diagnostic assessments, recommend additional services, repairs, or parts replacements, potentially identifying upsell opportunities.
Collaboration with other departments and Service Teams: Work closely with specialty equipment and physical service teams to ensure a seamless customer experience, from diagnosing problems to implementing solutions.

Safety and Compliance

Safety Protocols: Ensure all advice and solutions comply with safety standards and regulations, minimizing risk to users and equipment.
Regulatory Compliance: Keep abreast of and ensure adherence to relevant industry regulations, including environmental and operational standards.

Educational And Experience Requirements

GED/HS Diploma plus a minimum 2-year Diesel Technology, Ag Technology, Automotive Technology or Heavy Equipment Technology degree or equivalent experience
7-10 years of experience working on hydraulic, pneumatic and electrical systems or heavy equipment maintenance experience preferred
Ability to read and comprehend instructions, information, as well as electrical and hydraulic schematics.
Must be personable, highly motivated, a problem solver, reliable, ethical and able to adapt to all forces around them from customers, suppliers, coworkers and manufacturers
Great communication skills
Excellent computer skills (Excel, Word, Outlook, and Machine OEM Software)

Physical Requirements and Working Conditions

Physical And Mental Demands

The employee is frequently required totalk andhear.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
The employee will be required to spend 99% of the work day providing communication by telephone.
The employee will be occasionally required to lift 5-10 lbs. overhead.
The employee will be required to have the manual dexterity to input data into computer programs
Sitting for long periods of time.

Do you have a great work history but are hesitant to apply because your previous experience doesn’t specifically align? We encourage you to apply! Southeastern Equipment values established skill sets, tenure, and culture fit over industry experience. We recognize that individuals with diverse experiences and backgrounds are essential to our success. You may be the perfect candidate for this role or others within our organization.

Please keep in mind that the posted pay range represents the range for all positions in the job grade within which this position falls. The actual hourly/salary offer will take into account a wide range of factors, including location, certifications, and skill development.

Southeastern Equipment offers a competitive salary, full benefits (Medical, Dental, Vision, Critical Illness, Life Insurance,401K, Wellness), and PTO, Company apparel and uniforms provided, boot allowance. EOE.

Southeastern Equipment is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

Southeastern Equipment Company

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