The Field Service Representative provides technical support to customers in the field. Geographical area of responsibility will be the Western Region territory working out of the Pennsylvania area. This position is responsible for all areas of customer support & service for Genie/Terex customers. Provides a variety of technical operating and service advice, product support, and training to customers using diesel, gas, electric and hand-operated personnel and material lifting equipment manufactured by the company.
Travels frequently to customer locations, overseeing and repairing operational problems with Genie products. This work requires in-depth knowledge of the operation of Genie products and the mechanical aptitude to perform repairs. Receives calls from customers on equipment operating troubles. Interviews customers to understand the operating symptoms, then advises the customer of the course of action by explaining the possible solution and the steps that must be taken to restore equipment to safe and efficient operation. Receives inquiries from customers to obtain warranty, and operating information on Genie products. Supplies information to the customer verbally, in writing, or by sending materials that respond to the request. Assesses the ability of the customer to provide service. Identifies parts and supplies that the customer must have to restore equipment to a safe operational level. Prepares and delivers formal training to customers in the safe operation, maintenance, repair, and care of equipment to assure desired operating level and warranty compliance. Gathers customer input on matters ranging from product design, operation, maintenance, warranty performance, and safety. Uses information to recommend new products, design enhancements, technical documentation, and warranty language. Investigates accidents and equipment failures Communicates information on equipment problems or potential enhancements to other teams within the company. Performs other duties as assigned that support the overall objective of the position
Knowledge and Skills Proficient in computer usage for communications, information gathering, data transfer, machine/component diagnostics.
Abilities Requires the ability to perform the various aspects of the job, including the ability to present information to large or small groups, communicate to customers and team members in writing and verbally; and to perform math and statistical calculations such as counts, averages totals, and time. Requires the ability to establish and maintain dealer / customer relationships Requires the ability to read technical documentation and visual schematics describing equipment. Requires the ability to ask questions that aid in diagnosing equipment problems. Requires the ability to document proceedings of conversations. Requires the ability to use a personal computer keyboard, or the equivalent. Requires the ability to give instructions and demonstrations in classroom and shop environments.
Working Conditions Frequently travels to customer work sites to provide mechanical and operational service and to present information or training. Requires the ability to travel for significant periods of time. Uses standard office equipment and computer as well as a variety of tools and diagnostic equipment.
Education and Experience 6 years of experience and factory-sponsored training in the heavy (e.g., construction, material handling, farm) equipment environment. Additional education may substitute for some experience. Multilingual a plus.
Terex is a "T-Rex" when it comes to making a variety of cranes, aerial platforms, and construction and materials processing...