Product Support Technician
Sunbelt Rentals, Inc.
full-time
Posted on:
Location Type: Remote
Location: Remote • Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $22 - $31 per hour
Job Level
SeniorLead
About the role
- Ensure Sunbelt Rentals technicians receive relevant, accurate, and timely responses to requests for assistance with equipment diagnostics and repairs
- Track and respond to incoming calls, requests, and tickets for assistance
- Provide proactive response to Diagnostic Trouble Codes (DTCs) and determine appropriate field team personnel for this interaction
- Leverage the use of applicable remote diagnostic, calibration, and programming technologies to fully understand and respond to technician issues
- Monitor and respond to telematics information per established guidelines to reduce breakdowns and costly repairs while improving the customer experience
- Update and utilize the team knowledgebase of probable solutions for each Diagnostic Trouble Code (DTC) by equipment
- Update and utilize the team’s central database of repeat failures that fosters the development, implementation, and administration of improvements to maintenance, repair, operational, and equipment manufacturing procedures
- Update and utilize the central database of supplier contacts
- Properly identify and document suppliers and manufacturers who are not able to meet established standards
- Pursue a strong and continually updated understanding of manufacturers’ mechanical, technological, and functional changes to equipment with an emphasis on telematics, diagnostic tools, and remote assistance capabilities
- Cultivate strong relationships with manufacturer support personnel
- Promote an environment of continuous improvement with all field, manufacturer, and Support Office interactions
- Provide relevant feedback for use in established reports that deliver essential information to support, field, and manufacturer personnel
- Provide vital communication to Sunbelt Rentals Product Support management, Regional, District, and Profit Center personnel on an ongoing basis
- Work cross-functionally across departments to develop and maintain best in class programs
Requirements
- High school diploma or equivalent
- Minimum of 10 years’ experience as a construction equipment service technician with some jobsite experience (additional experience as foreman or service manager a plus)
- Extensive mechanical expertise and a comprehensive understanding of telematics, diagnostic tools, and remote intervention technologies
- Computer proficiency in MS Excel and Word.
- Excellent communication skills, with an ability to articulate issues and solutions in a clear and concise manner
- Ability to effectively communicate to all levels of the organization
- Demonstrated ability to affect positive change and to deliver results in a complex organization
- Up to 25% travel
- Trade school preferred
- Experience with Wynne and SharePoint preferred
Benefits
- Health, Dental and Vision plans
- 401(k) Match
- Volunteer time off
- Short-term and long-term disability
- Accident, Life and Travel insurance
- Flexible spending
- Tuition Reimbursement Options
- Employee Assistance Program (EAP)
- Length of Service Awards
- 12-25 vacation days depending on years of service
- 5 sick days
- 6 holidays
- 2 half day holidays
- 2 floating holidays
- 1 inclusion day
- 1 volunteer day
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
mechanical expertisetelematicsdiagnostic toolsremote intervention technologiesequipment diagnosticsrepairscomputer proficiencyMS ExcelMS Wordcontinuous improvement
Soft skills
communication skillsarticulation of issuesability to deliver resultsrelationship buildingcross-functional collaborationproblem-solvingfeedback provisionpositive change managementorganizational communicationcustomer experience improvement
Certifications
high school diplomatrade school certification