This individual is responsible for supporting the on-site technicians, mentoring the on-site relationship, coordinating repairs and ensuring customer satisfaction, while also performing prompt and complete diagnostics, assessments, maintenance, and repairs of industrial equipment. This individual will strengthen our partnership with our customer by fostering strong relationships and developing exceptional service.

Company Overview

MH Equipment is an authorized Hyster and Yale lift truck and forklift dealer that provides top quality material handling equipment to meet our customers' needs. We have won the Hyster "Dealer of Distinction" award multiple times. We give back to the communities we do business in through the His First Foundation, which contributes 10% of our annual income to charitable endeavors that our employees are involved with. Our focus and culture are centered on our beliefs that people matter, passion inspires and purpose unites.

For more information on who we are and what we do, please visit our website at www.mhequipment.com.

Job Responsibilities:

Monitor incoming repair tickets and dispatch technicians, coordinating all area repair jobs for completeness and accuracy to ensure customer satisfaction, and consistently follow up with management and customer on status of repairs.
Develop and maintain a high-quality relationship with on-site customer supervisor, including daily communication regarding status of all repairs, and resolve services issues, problems, or complaints.
Work closely with customer's fleet supervisor and communicate details to appropriate departments to timely facilitate the decision process.
Participate in daily scheduled calls and all playbook meetings with customer.
Train, coordinate, educate and provide technical support to technicians with the support of our MH training department, assist with parts lookup and ordering when needed, and work with technicians on Hyster Tracker system installations and reports.
Coach and train team to follow processes, monitor open WIP and ensure work order accuracy (parts, hour meter, code, etc.).
Maintain onsite parts inventory, and ensure all parts used are added to work orders.
Establish procedures and follow policies with special emphasis on safety-related issues, and manage overtime, tech schedule, and on call schedule.
Present MH in a positive, winning way utilizing professional and effective written and verbal communication that passionately represents MH Equipment's mission, vision, and values.
Ensure excellent housekeeping in our shop, all work areas, and service vans.
Provide industry leading customer satisfaction. Effectively communicate with customers, vendors, and other employees.
Accurately and timely diagnose and repair lift trucks, equipment, and other identified products as clearly and specifically requested by the customer, using a laptop computer, experience, manuals, and other industry sources.
Submit complete, accurate, and legible documentation as required in a timely manner related to all work performed.
Provide parts, service, and sales departments needed information to provide the right solutions.
Keep up to date with new equipment and advances in diagnostic techniques and repairs.
Present a professional image in personal appearance, dress, and preparation.
Perform all other duties as assigned.

Job Requirements:

Strong technical skills with personal ownership of tools to complete required tasks.
Working knowledge of hydraulics, electrical, fuel systems, charging systems are a plus.
Proficient verbal and written communication skills with professional and courteous customer relations skills with demonstrated ability to complete paperwork timely and accurately.
Positive attitude and ability to successfully work in a team environment and cope with pressure.
Analytical skills with ability to work on multiple time-sensitive projects with frequent interruptions.
Good problem-solving abilities and the ability to make decisions.
Live within 30-minute drive to customer location.
Great interpersonal skills - exhibiting honesty, ethical behavior, and integrity at all times.
Proficient computer skills and working knowledge of Microsoft Office (Outlook, Excel, Word, Power-Point).
Good working knowledge of scheduling service on units with technicians.
Meet the physical requirements of a service technician.
Valid driver's license, good driving record, and ability to travel.
Working Conditions: Hours will be 7:00 a.m. - 3:30 p.m., Monday through Friday with working Saturday when needed and help with on call. Occasional overtime may be required. Steel-toed work boots are mandatory. This is an hourly, non-exempt position.

Benefits:

Uniquely MH: Adoption Assistance, Dave Ramsey's Smart Dollar, Pet Insurance, Wellness Program, Vendor Discounts, and more!
Excellent Compensation: Great pay, pay bonus incentives, 401K with employer match.
Generous PTO: Paid vacation, holidays, personal, sick days, charity time off.
Great Insurance: Medical, dental, vision, and life insurance. Short-term and voluntary long-term disability.
Company Support: Continuous training, safe working environment, laptop, tool insurance, and free uniforms.
MH Equipment is proud to be an Equal Opportunity Employer