Product Support Specialist

PURPOSE AND SCOPE

Provide technical assistance to representatives, technicians and customers to assure consistent installation, troubleshooting and support of engineered products in the field. This position is responsible for ensuring customer satisfaction and promoting positive representative relations. Work with manufacturing and engineering to improve quality and manufacturability and reduce the cost of current production product. Initiate and develop new product ideas to provide for further growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Process customer / representative issues that arise from use of the product and technical training. Also, communicate trends and issues to Engineering, Purchasing, and Manufacturing departments as well as coordinate requests for replacing defective parts.

• Effectively process / authorize Purchase Orders for customer service and warranty claims per established policies and procedures. This includes product troubleshooting over the phone. Requires ability to work within the established policies and procedures - using independent judgement where appropriate.

• Effectively process / document all calls within both the Call log and the CSMS data base.

• Review standard labor times and recommended stocking lists on an annual basis.

• Authorize claims per established policies and procedures. Work with representatives to develop a mutually acceptable resolution.

• Develop owner's manuals, technical bulletins and field "tech tips". Ensure written product communications are accurate and understandable.

• Plan, coordinate and implement service training on the divisional product line to enhance knowledgeable and professional field servicing. This includes developing tests, visual aids, and creating electronic presentations / tools to be used for training. Also, properly maintain training equipment as well as the training facility.

• Assist with new product technical rollouts, preparing presentations, handouts, etc., as well as travel to representative offices as required.

• Act as a resource to engineering, purchasing and manufacturing in new product development by providing input on the serviceability and longevity of new products. Assist the Engineering department in making new product improvements and Purchasing / Manufacturing to reduce potential costs, while maintaining acceptable product performance.

• Assist with sales calls and fly-ins when necessary to act as a technical consultant / trainer. In addition, demonstrate products and describe their technical merits and basic S.O.S. to the customers.

• Resolve shipping problems/issues when shipments are missing, damaged, shorted or shipped to incorrect address.

EDUCATION and/or EXPERIENCE

• Associate's degree (AA) in a relevant technical field combined with two years warranty administration experience; or equivalent combination of education and/or experience.

• Prior experience within the Rite-Hite organization in a Service, Installation, Engineering, or manufacturing role preferred

KNOWLEDGE / SKILL REQUIREMENTS:

The ideal candidate will demonstrate:

• Excellent organizational, negotiation skills and problem-solving skills

• Ability to use and read engineering drawings and schematics

• Working knowledge of electrical control circuits and fluid power.

• Working knowledge of Microsoft Outlook, Microsoft Word, Microsoft Excel, AS400, AutoCAD, Solid Works, JD Edwards Enterprise One, Excel and MS Word preferred.

• Experience with accessing and manipulating e-files (i.e. E-Trunk) a plus.

• Ability to travel overnight up to 20%

• Must possess or rapidly acquire a firm working knowledge of all supported product lines

SUPERVISORY RESPONSIBILITIES:

None.