Technical Call Center Technician

Company: Orion Talent
Location: Virginia Beach
Posted on: January 29, 2025

Job Description:

Position Details:
Title: Technical Call Center Technician, Customer Operations Specialist, Workshop Technician, Spare Parts Call Center Technician
Location: Virginia Beach, VA
Shift: Mon-Fri, 8am-5pm
Compensation: $21-$30/hr depending on qualifications and experience!
Benefits: Competitive benefits package, medical, dental, PTO, and more!
Travel: No travel

Position Description:
Technical Call Center Technician: $28-$30
--- Manage large amounts of inbound and outbound calls in a timely manner.
--- Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives.
--- Determine through discussion with the customer, what the issue is, the machine, and potential solutions.
--- Depending on the above criteria, guide the customer to a solution (directly or with the help of a service provider).
--- Ensure the follow-up on each call when a call back is necessary. Use the escalation system when necessary.
--- Troubleshooting of hydraulic and electrical circuits and systems.
--- Program control boxes (ECUs - electronic control units, etc.)
--- Seize opportunities to upsell products and provide Spare Parts Numbers and Prices.
--- Provide global offers, and delivery time for specific parts, and enter Spare Parts orders in the System.
--- Provide Warranty Assistance
--- Build sustainable relationships and engage customers by going the extra mile.
--- Run reports in ERP system RMA and parts shipping delays, etc.
--- Keep records of all conversations in our call center database in a comprehensible way. (e.g. M3, CRM systems, etc.)
--- Frequently attend educational seminars to improve knowledge and performance level.

Requirements:
Technical Call Center Technician:
--- Technical degree in equipment support (maintenance on trucks or heavy construction equipment).
--- Minimum 3 years of construction equipment experience (Hydraulics, Electrical schematics)

Customer Operations Specialist $45k-$52k
The company is seeking a Customer Operations Representative to join their team! You will be responsible for interacting with independent reps and territory managers to place and track sales orders. Refer customer calls to independent reps and territory managers. Assist territory managers with facilitating orders including quotations, finance documents, and product information. Facilitate financial paperwork and approvals for independent reps.
--- Customer Purchase Order (PO) tracking and submittal
--- Assign machines and provide shipping documentation to the logistics team.
--- Ensure proper documentation has been saved in the system per order before shipping.
--- Complete preliminary DAFs when needed.
--- Acts as a first point of contact for regular, ongoing customer accounts on daily operational matters
--- Mine large datasets, draw relevant information, and create visualizations to summarize findings.
--- Maintain data integrity through governance activities in Salesforce.
--- Provide territory managers with backlog, order intake, and orders shipped weekly using information that is extracted from our database.
--- Increase the efficiency of existing processes and procedures to enhance the company's monthly and yearly goals.
--- Other duties as assigned.

Requirements:
--- Associated / bachelor's degree in business administration or related minimum 3 years of customer service experience with a manufacturer.
--- Proficient in MS Excel and Pivot tables
--- Minimum 3 years of construction equipment or rental equipment industry - preferred
--- Previous experience in customer service, sales, or other related fields preferred
--- Ability to build rapport with clients.
--- Proficient skills in MS Excel (V-lookups, pivot tables, macros, sum-product, multiple conditional formulas) Mine large datasets, draw relevant information, and create visualizations to summarize findings.

Workshop Technician: $24-$25
The company is seeking a Workshop Technician who will prepare new and used machines and repair machines assigned to the workshop per Quality, Cost, Time, Human Resources, Safety, and Environment.
--- Prepare machines coming from the factory's PDI and SMI.
--- Load and unload machines on/off trucks.
--- Diagnose faults (hydraulic, mechanical, electrical, etc.) on equipment.
--- Carry out the necessary repairs on equipment.
--- Report regularly and effectively to his/her supervisor.
--- Ensure a clean and safe environment.
--- Other duties as assigned.

Requirements:
--- Minimum 3 years of experience in maintenance and repair -+-on aerial lifting equipment or similar.
--- High School diploma or GED.
--- Good command of job-specific equipment (torque tightening tools, diagnostic console, etc.)
--- Knowledge of mechanical, hydraulic, and electrical techniques.
--- Know, respect, and apply quality, safety, and environmental rules relevant to his/her job/environment.
--- Understand the flow process grid and assembly techniques and constraints of company products.
--- Understand the operation and characteristics of company products, ranges, parts, components, sub-assemblies, etc.

Spare Parts Call Center Technician $21-$23
As a Spare Parts Call Center Technician, you will answer phone calls and emails and assist customers in obtaining the correct Spare Parts for Mobile Elevated Work Platforms (MEWP) equipment, utilizing the appropriate manufacturers' manuals and other resources. Generate parts and service orders and process Return Merchandise Authorizations (RMA) in M3 system.
--- Answer phone calls and emails from Customers and assist them with questions and ordering the parts.
--- Always focus on customer satisfaction.
--- Provide Spare Parts Numbers and Prices.
--- Provide global offers and delivery times for specific parts.
--- Enter Spare Parts orders in the System.
--- Initiate RMAs as needed.
--- Follow up with customers and departments (purchase, supply chain, warehouse) on offers, quotes and orders to maximize sales and close service orders.
--- Run reports in ERP system: RMA and parts shipping delays, etc.
--- Make customers aware of current parts promotions including the benefits of purchasing from alternative sources (e.g. Easy Spare Parts, SmartEquip, and My Company).
--- Collect Customer data (e.g. contact, serial number, machine information)
--- Initiate Warranty Claims as appropriate.

Requirements:
--- Technical experience of support equipment (mechanical maintenance on construction equipment - Preferred).
--- Customer service skills - conflict resolution, defusing situations, customer empathy.
--- Ownership in solving customer concerns - ensure that the customer's problem is solved.
--- 1 to 3 years of call center experience Preferred.
--- Ability to read schematics (e.g., hydraulic, electric, and electronic) and exploded diagrams.
--- Computer skills - ability to navigate through ERP systems, and Microsoft Office, and manage multiple software platforms on different monitors.
--- Track record of over-achieving quota.
--- Strong phone and verbal communication skills along with active listening
--- Familiarity with CRM systems and practices.
--- Customer focus and adaptability to different personality types.
--- Ability to multi-task, set priorities, and manage time effectively.
--- Bilingual Preferred - English/Spanish.

Keywords: Orion Talent, Virginia Beach , Technical Call Center Technician, Professions , Virginia Beach, Virginia