This is a fast paced Product Support team position that requires daily interaction with customers, OEM’s, Dealers, End Users as well as all internal company departments and personnel. A high level of clerical documentation and processing with an understanding of mechanical product, technical operation and warranty is a plus. Some shop and/or field service is required with acclimate weather and heavy lifting. Training is available to the right candidate.

Essential Duties and Responsibilities
PRODUCT SUPPORT:
- Handle incoming service support request, phone, e-mail, electronic etc…
- Provide specifications, technical advice/troubleshooting to OEM, Dealers and Customers as needed.
- Arrange service support through the dealer network to meet customer expectations.
- Provide clear documentation of service supplied or action taken.
- Provide daily call report to all departments with a summary of key concerns in the CRM.
- Work with Engineering, Production, Sales and Parts Teams on any identified areas of concern determined through service support actions.
- Time to time individuals will be required to perform in field support potentially requiring extended travel, adverse conditions, lifting, awkward positioning and long hours.

DTAC SUPPORT:
- Manage assigned DTAC cases.
- Enter DTAC cases as needed for customer service.
- Assist Dealer with DTAC system needs.

APPLICATION TESTING:
- Work with Engineering and Production to perform functional testing of product to meet application requirements as needed.
- Analyze data collected during testing.

RMA MANAGEMENT:
- Issue and follow through all RMA’s to completion.
- Inspect and/or make determination on all returned RMA items so that all open RMA’s are current.

PRODUCT WARRANTY:
- Provide accurate warranty guidelines to customers including status and coverage.
- Document all internally performed warranty claims for warranty submittal.
- Submit all warranty claims within 5 days of failure repair completion.

Knowledge, Skills and Abilities

• Must have mechanical/testing skills proven by verifiable and specific work experience
• A working knowledge of engine technology and industrial equipment
• Must have current computer skills relevant to the field of competence
• Must have ability to work within schedule and budget restraints
• Must have ability to maintain a professional demeanor
• Must have effective written and verbal communication skills
• Must have ability to maintain confidentiality
• Lift up to 50 pounds
• Travel independently
• Awkward mobility positions to work on engines

Competencies

• Ownership and Accountability
• Team work and collaboration
• Business discipline
• Sense of urgency
• Ability to find, read, and open drawings in CAD or SolidWorks is a plus

Education and Experience Required
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• A 2 year Degree in a mechanical discipline preferred
• 0-2 years of experience of increasing responsibility will be considered

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Job Type: Full-time