Technical Support Operations Manager Jobs in Manchester, NH

Who we are

CMC North America, formerly All Access Equipment, is a leader in selling and servicing tracked aerial lift equipment in North America. We are the exclusive distributor of CMC aerial lifts in North America, and we love it! We have a passion for helping businesses work safely, efficiently, and in some of the hardest-to-reach places you can imagine.

What we do

At CMC North America, we enable our customers to grow their businesses by offering a high-quality, unique product. We back that with our first-class Customer Service!

Our Parts and Service Teams provide spare parts, lift inspections, warranty claims, service, and preventative maintenance. We provide services at our headquarters in Methuen, Massachusetts, our Salem, New Hampshire Service Center, and in the field, right where our customers are.

The Job

Technical Support Technicians are the front line for technical assistance to customers with our equipment. This position is critical for our customers to resolve problems, technical issues, and service-related questions quickly and efficiently. The technician must have the ability to analyze schematics and provide diagnostic procedures while building rapport with customers.

In this role, you will answer technical questions from our customers, service providers, and dealers. Requests come in the form of phone calls, emails, social media posts, and other forms of communication. Questions range from basic operation and light troubleshooting to more in-depth questions related to codes and CAN bus.

Once trained, you will manage customer cases through to completion.

Who we’re looking for

We seek a bright, energetic, and organized individual for this exciting opportunity! If you are a professional on the phone, enjoy interacting with customers, and love helping others, this job is for you! Having a strong set of technical skills and customer service experience will bring you great success in this role. Knowledge of electrical systems, hydraulics, and heavy equipment is required to assist our customers. If being on the cutting edge of customer service systems excites you, then this is a great opportunity for you. We have an amazing team of experienced Service, Sales, Parts, and Training personnel.

Job Responsibilities

• Answer incoming calls from customers (phone, email, social media, etc) for Technical Assistance professionally and courteously.
• Collect customer and machine information during each contact
• Troubleshoot and diagnose machine issues, using knowledge gained from training, provided resources, and electrical and hydraulic schematics.
• Walk customers through basic diagnostics while on the phone or via video chat
• Diagnostics could include:
  • Remotely connecting to a machine
  • Obtaining pictures from customers, if needed
  • Test hydraulics with pressure tests
  • Test wiring/ electrical by referring to the schematics
• Create amp; manage cases for all issues and provide detailed descriptions of issues and actions taken
• Plan follow-up with the customer for further assistance if necessary

Requirements

• Demonstrated level of excellence with customer communication and follow-up
• Ability to walk through a problem and troubleshoot while not being present with the machine
• Ability to analyze situations and refer to resources and schematics
• Strong computer, phone, and software skills
• Experience working as a technician or engineer on related types of equipment
• Positive attitude and outgoing personality, especially with customers
• Excellent problem-solving skills
• Agreeableness under pressure or frustrating situations
• Ability to multitask
• Desire to help customers and get them the correct assistance

Work Location

• This is an on-site position based in our Salem, NH office. Candidates must be able to reliably commute to and work from this location during regular business hours.

Desired Qualifications

• Bilingual (English and Spanish)

• Paid holidays and PTO
• Matching 401k
• Health, Dental, and Vision benefits options
• Life Insurance
• Pet Insurance
• FSA
• Legal
• Tuition reimbursement