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Technical Support Representative

2 months ago

Basingstoke, Hampshire, United Kingdom Crown Lift Trucks Ltd Full time


Customer Support Specialist - Southern Region
  • Full Time
  • Basingstoke, UK
  • With Professional Experience
Job Overview

ROLE OBJECTIVE

· Accountable for the assistance and deployment of Crown's InfoLink Fleet Management solution across both Crown and non-Crown equipment (in the field and at service locations).

· Tasked with the support and implementation of Crown's advanced Technology products, including Auto Positioning System and Auto Fence on VNA machinery.

· Educating clients on the operation and management of the InfoLink Fleet Management application and its various modules.

· Diagnosing and resolving software and hardware challenges.

· Collaborating with the Technology & VNA Manager on field trials and persistent issues.

· Offering guidance and support to clients regarding WiFi infrastructure needs.

· Assisting branch and field service technicians during customer installations.

· Delivering continuous customer support to foster retention and enhance aftermarket opportunities.

· Compiling informational reports for Crown management as necessary.

· Aiding in the management of databases, including tracking retrofits on non-Crown models.

· Coordinating with all departments related to InfoLink, such as Sales, Sales Administration, Parts, Service, and Aftermarket Support.

· Advocating for the onboarding of InfoLink through tools like Customer Benchmarking reports.

· This role reports directly to the Technology & VNA Manager.

PRIMARY RESPONSIBILITIES

Outlined below are the key responsibilities expected in this position, though additional tasks may arise, necessitating flexibility.

InfoLink/APS/Auto Fence Customer Installations

I.T./Software: Collaborate with clients on implementation requirements and support agreements. Where applicable, provide advice on WiFi issues/requirements. Implement InfoLink (either via hosting by Crown or by installing software directly on the client's server), upload necessary data (employees, certificates, and equipment), and customize default settings to align with the client's application. Create slot & tag maps for the implementation of APS/Auto Fence.

Train the Administrator on managing the InfoLink/APS systems to maximize the benefits the system offers. Educate Administrators, Supervisors, and Technicians on utilizing dashboards, reports, and alerts available within InfoLink. Guide Administrators, Supervisors, Operators, and Technicians on logging into and using the InfoLink modules. Assist with InfoLink software upgrades.

Technical / Hardware: Support branch and field service technicians with hardware, wiring, and mounting installations. Ensure proper testing of InfoLink/APS installations prior to activation and conduct post-activation checks. Assist with wireless setup and the overall integration of trucks and modules with the local wireless network. Help troubleshoot any wiring or hardware issues that may arise during installation. Aid in hardware and firmware upgrades.

Document and report on the progress of hosting (or software) and hardware installations to management.

Service Support

Provide direct assistance to clients and internal personnel on InfoLink software inquiries, database management, and troubleshooting software and hardware issues, including the InfoLink server and modules. Conduct follow-up communications with clients to help them analyze data and set up dashboards.

Ongoing Customer Support

Deliver continuous customer support following the installation of InfoLink. This includes technical support and advice, as well as preparing and presenting periodic 'Business Review' Benchmarking reports to ensure ongoing client engagement with InfoLink.

Sales & Sales Administration Support

Assist Sales teams (Field and National Accounts) as needed, such as setting up customer trials and supporting sales presentations.

Support the Sales Administration department in expediting InfoLink orders.

Parts Support

Provide assistance for service technician parts inquiries.

Management Support

Support management in all aspects of InfoLink/APS/Auto Fence, including periodic reports on installations.

It is anticipated that the sections marked with an asterisk will be minimal, as field technicians will follow an escalation procedure directing them to specific technicians with enhanced InfoLink training and experience. However, in certain situations, the Customer Support Specialist role may still need to be involved in these activities, albeit on a decreasing frequency due to the escalation procedure.

About Crown Lift Trucks Ltd

Crown Equipment Corporation has established a strong reputation in the material handling industry since the 1960s, known for exceptional product design, engineering, and manufacturing of its award-winning electric lift trucks. Our commitment is to provide users with the safest, most efficient, and ergonomic forklift trucks available.

Our brand promise is:

"Crown designs, manufactures, distributes, services, and supports material handling products that provide customers with superior value."

Quality and performance are the cornerstones of Crown's success. Our company culture emphasizes teamwork and collaboration to ensure quality is integral to every forklift truck we produce.

Crown's headquarters, manufacturing facilities, and network of branches offer diverse and challenging career opportunities across a wide range of professional and vocational roles.

Candidate Profile

Essential Skills:

  • A basic understanding of mathematics and a level of literacy are essential, though no formal qualifications are required.
  • Some computer/IT skills and technical field experience in the lift truck industry are preferred.
  • Strong interpersonal skills are necessary, as the role requires effective communication with customers and various internal departments.
  • Self-motivation and comfort in speaking to small to medium-sized groups are crucial for this position.
  • This role may require travel and occasional overnight stays.
Work Schedule:

Monday to Friday – 37 hours per week, with potential for additional hours to meet job requirements.

Compensation and Benefits:

Competitive salary and a company vehicle with private use available (subject to tax regulations). Fuel card with private mileage benefit (subject to tax regulations). 25 days of annual leave.

Company pension plan.

At Crown, we recognize that our employees are the driving force behind our success in the material handling industry. We foster a culture of passionate individuals and inspired innovation. Our commitment to employee training and development, along with competitive compensation packages, reflects our belief that people are at the core of our progress.

In addition to financial remuneration, we offer various social benefits, including:

  • Company car plus fuel card – private use of company vehicle (subject to tax regulations).
  • Company pension plan.
  • 25 days of annual leave plus bank holidays.
  • Excellent discount scheme with access to perks from some of the UK's leading brands.
  • Employee assistance program.