Technical Service Specialist

Technical Service Specialist

Alliance North America was established in 2017 and is proud to be the sole North American supplier of AIRMAN Power Generators, AIRMAN Air Compressors, MAC3 Pneumatic Air tools, and ANA's exclusive Energy Boss™ - Hybrid Energy System and Smart load bank system. Our commitment to our customers is to Make their World Easier, by answering the phone, understanding their needs, and taking ownership to provide them solutions. With a large parts inventory and more than 90% of all orders shipping within 24 hours, you never have to worry about spare parts. We help keep your fleet in top condition with our world class Support Department, who are always ready to help and be a resource by providing training on our equipment.

ANA is headquartered in Henderson, Nevada, with locations in Cypress, California, and Spartanburg, South Carolina. ANA is growing and scaling, and we are seeking a Technical Service Specialist to join our growing team in an onsite position at the Spartanburg, South Carolina, location. The Technical Service Specialist serves all external and internal customers by receiving inbound calls and emails while providing technical support consisting of technical troubleshooting, tracking calls, and developing new processes and procedures to assist customers as needed.

The Technical Service Specialist role provides repair and maintenance help, along with warranty assistance to customers. A Technical Service Specialist will assist the parts department with part identification and preparation of parts that need service setup prior to shipment from the warehouse and customer use. A Technical Service Specialist is an excellent problem solver, an expert multitasker, and is process oriented. The Technical Service Specialist is a good teacher who instills confidence in customers internally as well as externally through phone and email support. The role requires a customer first attitude that is trustworthy, kind, and can maintain a positive attitude in the face of angry and frustrated customers. The Technical Service Specialist has excellent computer skills and understands diesel engines, electrical generators, and air compressors.

The position is fully onsite, and the work schedule is weekdays at 8:00 am – 5:00 pm. You will occasionally travel up to 5% in local domestic travel.

This role reports to the Warranty & Technical Service Supervisor.

Role & Responsibilities:

• Make ANA Customers' World Easier
• Answer inbound telephone calls, emails, and texts, helping resolve customer service and support issues
• Research technical issues with the help of internal and external resources
• Use a computer and multiple engine and controller software programs to provide technical support and standard computer skills, administrative, and trackability work
• Develop new service processes as needed
• Communicate technical information in easy-to-understand language
• Assist all company departments with technical assistance for ANA products and accessories
• Maintain the customer warranty system
• Prepare parts that need Service Set-up before use by the customer
• Occasional travel to locations to perform service work and conduct training on generators and air compressors
• Be available for afterhours call coverage on a predetermined schedule
• Track customer calls (all service contacts in the appropriate system for accurate record-keeping)
• Elevate problems to management appropriately
• Answer Support phone line (Primary)
• Manage View email address on click.appcast.io email account (Primary)
• Service customers' equipment on site as needed (including equipment brought to ANA)

Qualifications:

• Mechanical specialty training or equivalent hands-on work experience required
• Trade school certification with a focus on engines or mechanical systems preferred
• Working knowledge of generator controllers
• Experience with generators and air compressors
• Ability to read and interpret electrical wiring diagrams
• OSHA 10 certification preferred
• Proficient in the safe use of a digital multimeter
• Strong electrical troubleshooting skills, including circuit diagnostics

ANA's Core Values:

• Root Cause Problem Solving
• Be Creative with Solutions
• Build open and honest relationships
• Build a positive team and family spirit
• Be inclusive
• Look for better ways
• Be humble
• Urgency

Benefits & Perks:

• Competitive pay
• 401k with company contribution
• Medical, Dental, & Vision
• Life Insurance
• Voluntary Accident Insurance
• Voluntary Critical Illness Insurance
• Employee Assistance Program
• Employee Appreciation Programs

$27 - $32 an hour The salary range for this role is $27.00 - 32.00 per hour, which serves as a guide for pay decisions. Final compensation will be determined by a number of factors, such as the candidate's qualifications, experience, and skills, as well as pay equity considerations.

You must be based in the United States and authorized to work in the U.S. without employer sponsorship. Please be advised that ANA does not provide employment-based visa sponsorship for this position at this time.

ANA is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.