The Technical Support Sales Agent is responsible for troubleshooting and diagnosing problems with equipment, providing repair and maintenance advice, and answering technical questions about the operation and use of our loading dock equipment. The job may also involve working closely with technical writers and manufacturers’ support representatives to develop documentation and manuals and improve existing ones, as well as training customers on the proper use of equipment. Strong knowledge of electrical systems and experience in the field is typically required for this role. Additionally, the role includes field service support duties, which involve on-site visits to assist with
equipment installation, repair, and maintenance.
This position requires strong leadership, technical aptitude, and a customer-centric mindset. You will manage bilingual teams (Spanish/English), oversee local warehouse and logistics activities, and act as the key liaison between Mexico office and the headquarters.
Key Responsibilities -Technical Support (Electrical/Mechanical):
Provide technical support and assistance to customers via phone, email or on-site visits.
Address customer inquiries, concerns, and issues related to our electrical/mechanical components.
Guide customers through troubleshooting procedures to identify and resolve electrical/mechanical issues.
Develop a deep understanding of the company's loading dock products, their specifications, and
applications.
Stay updated with the latest product releases and features.
Diagnose technical problems reported by customers, identifying root causes.
Offer guidance to customers on the installation, operation, and maintenance of our products.
Provide step-by-step instructions and clear explanations to help customers resolve technical issues.
Collaborate with internal teams, including engineering, sales, and product development, to resolve complex technical issues.
Maintain detailed records of customer interactions, technical issues, and solutions provided.
Use our customer relationship management (CRM) software, Salesforce, to track customer interactions and update customer profiles.
Ensure the accuracy and effectiveness of technical solutions provided to customers.
Strive to achieve high levels of customer satisfaction through timely and efficient resolution of technical issues.
Bilingual skills in English and Spanish
Experience working with loading dock equipment or other industrial equipment.
Strong problem-solving and analytical skills
Excellent communication and customer service skills
Ability to work independently and as part of a team.
Knowledge of technical support processes and procedures
Technical degree or certification in a related field is a plus.
Strong knowledge of Lift equipment / Hydraulic systems operation and maintenance
Experience with computer systems and technical software
Ability to read and interpret technical manuals and schematics.
Familiarity with industry safety standards and regulations