Product Support Service Coordinator

Summary

Maximize customer satisfaction by providing premier product support for all Knapheide products. Utilize expert product knowledge and communication skill to efficiently identify and address support needs across entire Knapheide customer base. Coordinate multiple layers of internal and external interaction, communication, and campaign service activities within a vastly dynamic fast pace commercial fleet and leasing environment.

Duties and Responsibilities

• Provide specialized coordination for quickly developing high priority issues requiring urgent product support representation, typically related to commercial fleet and leasing business, while performing Level I product support specialist duties and responsibilities at an exceptional level.
• Coordinate Knapheide field repair campaign potentially encompassing large numbers of product. Collect pertinent internal and external campaign situation data. Assess with manager establishing appropriate Knapheide support. Assist in development and dissemination of support and reference materials. Champion the campaign field action to completion.
• Develop and document methodologies improving campaign processes. Perform evaluations on new manufactured, upfitted, OEM and purchased product.
• Develop and generate monthly reporting of product support activities. Knapheide Business System (KBS) development and warranty data reporting. Assist with maintaining and ensuring accordance with all ISO established Product Support procedures and processes. Continued development and maintenance of warranty portal application and procedural documentation.
• Engage within all facets of Knapheide enhancing and refining individual skillset while assisting in the cultivation of improvement initiatives within the product support team in accordance with Product Support Training Matrix. Assist with training and development of the Knapheide distributor warranty network.

Position Requirements

Bachelor's degree with limited experience or A.A.S. - A.S. degree with 3-5 year experience preferred area of technical discipline in engineering, automotive. Consideration will be given for extensive technical experience background in lieu of degree. - Exceptional verbal and written communication, multi-tasking, and organizational skill - Exceptional critical thinking, adaptive, deductive and negotiating skill - Advanced PC skills Microsoft Office applications - Excellent mechanical aptitude - Read and interpret engineering drawings - Capable of expedited travel to the field 10% - Adept at maintaining enthusiastic, positive, and professional demeanor during very challenging situations - Effectively interact with internal and external fleet and leasing personnel regarding field issues and activities

Physical/mental requirements needed to perform the essential functions of the position:

Normal standing, bending, walking, lifting in an office environment. Prolonged periods of sitting, working at a computer terminal and telephone usage. Must be capable of doing light to moderate mechanical work in the shop or field.