Technical Support, Trainer & Warranty Coordinator

This is a full-time, permanent onsite role based in our Houston, TX 77041 office.

Who we are:

🌍 Worldwide Power Products (WPP) is a leading provider of power generation equipment and services. WPP offers reliable power solutions worldwide with a comprehensive inventory of new and used generator sets, engines, and parts from top brands like Caterpillar, Cummins, and MTU. As an independent company, WPP delivers tailored power solutions to meet specific requirements and budgets, backed by technical expertise and field capabilities.

Position Summary

The Technical Support, Trainer & Warranty Coordinator is responsible for assisting in diagnosing and repairing technical issues related to WPP’s products, such as generator packaging and equipment, and services. The person in this role will use their technical background and experience, attention to detail, and problem-solving skills to ensure technical support is provided to customers as efficiently as possible.

In addition, this individual will also be responsible for the training and development of WPP’s technicians and will use their decision making and training skills to develop programs for both new hires and existing staff.

This role also involves reviewing and processing warranty claims, determining eligibility, and collaborating with manufacturers. It requires effective communication with customers and teams, maintaining accurate records, and identifying trends to recommend improvements.

Essential Duties

Training & Development

- Develop and deliver training programs for technicians, both new hires and existing staff, to enhance their technical skills and knowledge.

- Create training materials, including manuals, presentations, and videos, to support training programs.

- Evaluate the effectiveness of training programs and make recommendations for improvements.

Warranty Management

- Review and process warranty claims submitted by customers and technicians.

- Determine eligibility of warranty claims based on warranty terms and conditions, collaborating with manufacturer when needed.

- Communicate with customers, WPP Sales and Service Teams to provide status updates and ensure timely resolution of warranty claims.

- Maintain accurate records of warranty claims, including documentation of claim decisions and resolution.

- Identify trends or issues related to warranty claims and make recommendations for improvements

- Register all new products sold with the proper manufacturer, ensuring all documentation is accurate and timely.

- Submit all documentation to the manufacturer for payment.

Technical Support

- Provide technical support to customers and internal technicians via phone, email, or in person.

- Diagnose and troubleshoot/repair technical issues related to our products or services.

Safety

- Report all recognized unsafe conditions or acts to Management.

- Wear proper PPE when necessary.

Qualifications

- Associate’s degree in engineering or a trade school related field, preferred.

- Possess a valid Texas driver’s license

- Minimum of 5 years of technical support or related experience and/or training.

- Minimum of 5 years of training development preferred.

- High level of proficiency with Microsoft Suite Applications.

- Prefer experience in the marine, industrial or power generation industries.

Core Values

- Communication:

 We encourage open, effective dialogue through the exchange of ideas and solutions through all levels of our company and our customers.

- Accountability:

 We are personally accountable for delivering on our commitments.

- Integrity:

 We believe that to be successful, it is essential to operate at the highest levels of honesty, responsibility, and trust.

- Teamwork:

 We succeed because we help our co-workers to succeed in a collaborative, supportive, creative, and enjoyable environment.

- Customer Satisfaction:

 We aim to meet or surpass our customers’ expectations by providing the highest quality products and customer service. Bend over backwards, can-do attitude

Talents

- Customer Service

- Attention to Detail

- Decision Making

- Teaching / Training

- Troubleshooting

- Problem Solving

- Communication Skills

- Computer Literacy

What you'll get:

💼 Benefits and Perks

In addition to traditional benefits, we sponsor various events throughout the year and foster a culture based on learning, teamwork, and inclusion.

- 🏥 Medical, Dental, Vision

- 🛡️ STD, LTD, AD&D, Life Insurance, and 401k Match

- 🏆 Company-Wide Incentive Trips

- 🎯 Employee Referral Program

- 💵 Spot Bonuses & Quarterly Gift Cards

- 🏖️ Generous Time Off and Paid Holidays

- 👶 Paid Parental Leave

- 🧠 Employee Assistance Program (EAP)

- 🎖️ Performance Recognition, Annual Service Awards & Gifts

- 👢 Boot Allowance for Safety-Sensitive Roles

- 📱 Cell Phone Allowance

- 🚀 Career Growth and Internal Promotion Opportunities

- 💸 Competitive Pay with Potential for Bonuses

At WPP, we believe in supporting both your professional and personal goals. We provide the resources, culture, and leadership to help you succeed and build a career you're proud of.

📲 Follow us on LinkedIn and Facebook to meet our team and learn more about what makes us who we are.

WPP is committed to full inclusion. All qualified applicants will receive consideration regardless of race, color, religion, sex, disability, age, sexual orientation, gender identity, or any other protected status. If accommodations are needed, please email HR@wpowerproducts.com.