Technical Support Leader

at  Mastermover

ABOUT US:

MasterMover Inc is a leading provider of innovative material handling solutions. Our electric tugs and movers are renowned for their reliability, performance, and the positive impact they have on productivity and safety in the workplace. We are dedicated to providing top-notch customer service and technical support to our global client base.

POSITION OVERVIEW:

We are seeking an office based skilled and customer-focused Technical Support Leader with experience of materials handling equipment and automated products. As a Technical Support Leader, you will play a crucial role in providing technical assistance and support to our customers, ensuring they get the most out of our products and services. You will troubleshoot and resolve technical issues, provide guidance, and work closely with our engineering and product development teams to deliver exceptional support.

REQUIREMENTS:

• Education: Bachelor’s degree in Engineering, Computer Science, or a related field, or equivalent practical experience.
• Experience: Proven experience and knowledge of technical support in materials handling equipment, and ideally in automation.
• Technical & Problem Solving Skills: High levels of proficiency in troubleshooting mechanical and electrical issues, including analyzing and solving complex technical problems.
• Communication Skills: Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Customer Focus: Strong customer service orientation with a proactive and solution-oriented approach.
• Travel: Willingness to travel occasionally to carry out on-site repairs.

• Technical Support: Provide specialist technical support, prompt diagnosis and resolution to customers and dealers via phone and email, resolving issues related to our electric tugs and movers.
• Parts: Help customers to identify the correct spare parts they need and prepare quotations to supply.
• Field Support: Enable external service engineers to repair and resolve mechanical issues.
• Repairs: Occasionally carry out repairs to customer machines, both at customer and MasterMover sites.
• Demo Fleet: maintain the demo fleet ensuring they’re in good working order ready for sales activities.
• Knowledge Management: Develop and maintain a comprehensive knowledge base of common issues and solutions to improve support efficiency.