Technical Service Specialist - IT Focus

- Strive to simplify our customers experience - Respond to incoming calls, emails, and texts to address customer service and support inquiries - Investigate technical issues using both internal and external resources - Utilize a computer and various engine and controller software for technical help and administrative tasks - Create new service processes as required - Convey technical details in clear, understandable language - Provide technical assistance to all departments regarding ANA products and accessories - Oversee the customer warranty system - Prepare parts for service setup before customer usage - Occasionally travel to various locations to perform services and conduct training on generators and air compressors - Be available for after-hours support on a set schedule - Record all customer service interactions in the appropriate system for accurate tracking - Escalate issues to management as necessary - Primary responder for the Support phone line - Manage the Support email account as primary contact - Service customer equipment on-site as required, including machinery returned to ANA