Technical Support, Trainer & Warranty Coordinator

Description:

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.

Requirements:

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.