Inside Call Center Technician, Marathon Equipment

Job Description:

Job Title: Inside Call Center Technician

Operating Company:  Environmental Solutions Group – Marathon Equipment

Location: Vernon, AL Call Center

Reports to: Supervisor, Technical Services

Department: Operations

POSITION SUMMARY:

Primarily responsible for providing or coordinating equipment demonstration and promotional services to our customers in the form of new and existing equipment demonstrations and technical service functions; including troubleshooting equipment via telephone, general and technical information, planning and conducting training seminars, and performing field service work and assisting customers with problems associated with these areas.  Also, includes reports on warranty and quality of all products manufactured by Environmental Solutions Group (ESG).

ESSENTIAL JOB FUNCTIONS INCLUDE:

Demonstration/Promotional Responsibilities:

• Recognized as the company expert in operation and demonstration of Environmental Solutions Group’s complete portfolio of new and existing RCVs, roll-offs, balers, compactors, and tippers to showcase equipment features and benefits. 
• Works nationwide with RMs, KAMs, Dealers and End-users to demonstrate equipment.
• Primary responsibilities will be to assist customers with technical advice on repair of Marathon Balers and Compactors. You will also support the Sales department with the operation, management of all equipment.
• Job focus is to help expose dealers and consumers to the Marathon brand.

Technical Service Responsibilities:

• Receives customer inquiries regarding all company products and resolves customer problems.  Includes trouble-shooting assistance via telephone and ability to repair Environmental Solutions Group products in the field.
• Repair machines online via PC linkup. Must be able to send programs to customers and communicate through e-mail.
• Revise and modify engineering designs in the field to include PLC programming hydraulic and electrical circuits for more efficient operation of Environmental Solutions Group products.
• May visually inspect products at various stages of production process to determine and maintain quality and reliability of products. Must be willing to work in plant departments to learn new products.
• Completes periodic reports. Includes evaluating data collecting and writing summaries to validate or show deviations from quality standards. Present pertinent information from field start-ups in writing or orally.
• Verifies accounting reports for all accounts associated with the Service Department.

• Attendance at work, including presence at work during regular working hours or other schedule as may be assigned by the department manager, is essential. Acceptance of overtime assignments may also be required in order to meet departmental goals and objectives.

Other Job Functions:

• Attends required training sessions, workshops, seminars, etc.
• Work with Engineering as needed on research and development of new equipment.
• Performs other various duties as may be assigned.
• Attends trade shows and customer events as required.

JOB SPECIFICATIONS:

• Minimum 2 year Technical School, College or equivalent work experience.
• This position will require the ability to travel if needed.
• Requires ability to understand general arithmetic; speak and write in a clear and understandable manner for internal/external relations; understand complex verbal or written instructions; understand hydraulic and electrical principles; read blueprints and/or electrical schematics; understand data processing applications; technical knowledge of company parts and products.
• Requires normal attention with periods of high concentration intermittently to assist customers and to inspect products at various stages of production process to determine and maintain quality and reliability of products.
• Requires walking/standing approximately 10%, sitting approximately 90% and lifting up to 40 pounds approximately 5% of time; involves repetitive stooping, forward bending and crouching approximately 5% of time.
• Requires use of hands, arms and feet for repetitive lifting and driving company/personal vehicles; use of hands and arms to operate computers, electrical meters, general hand tools, general office equipment and to record written information.
• Requires ability to hear telephone and directions given, to follow verbal instructions, and to communicate with internal and outside sources; requires ability to visually observe essential functions for satisfactory job performance, to read written instructi