The Specialist, Technical Service Support provides a high professional level of technical assistance to dealers and owners of Company products to ensure customer satisfaction. This role drafts technical bulletins and other service documents, conducts technical training on Company products, and assists in the quality and reliability process and parts information from customer service phone lines. This position also reviews and critiques each ECO (Engineering Change Order) to enhance knowledge of improvements of product.
ESSENTIAL DUTIES AND RESPONSIBILITIES
include the following. Other duties may be assigned.
Provide technical support to the field staff, customers and dealers via the telephone or in person. Ensure all service calls are tracked and documented.
Develop service training courses by testing, researching and serving as an expert on the product. Conduct training for technicians and customers at both domestic and international plant and customer locations. Operate new equipment, to understand how it works and serviceability.
Work with manufacturing on setting quality standards for all machines by holding random quality events. Track enhancements and ensure they are completed to finish. File pre-delivery inspection reports for all equipment.
Research repetitive issues with products in the field and possibly develop an AK/IK-Kit to improve issues. Create service bulletins service notes to inform the field representatives of any changes of performance or product enhancements.
Take calls on parts and assist the Parts Center, dealers and customers in finding a rare or hard-to-find part.
Record machine repair information in database software as required.
Work with engineering design and make suggestions to enhance product serviceability.
Establish, evaluate and adjust warranty flat-rate schedules; test equipment that has been returned; track first 30 new machines and monitor for 6 months; update hydraulic and electrical schematics and conduct audits on finished products off the assembly line.
Minimum of high school degree or equivalent is required with up to 3 years’ experience; an Associate’s degree with 1-2 years’ experience, highly preferred; and/or a combination of education and experience, required. Previous experience in with electrical and hydraulic systems is preferred.
OTHER SKILLS AND ABILITIES
Demonstration of good oral and written communication skills not only in English but also in Spanish or Portuguese, including the ability to conduct lectures and training seminars.
Ability to provide informative and professional assistance when working with the public/customers and co-workers and maintain positive interpersonal relationships which encourage openness.
Ability to produce accurate, professional and error-free documents in a timely manner.
Ability to maintain a professional and positive attitude in "heated" situations.
Knowledge of hydrostatic hydraulic and electrical systems, mechanical systems and equipment.
Ability to read hydraulic and electrical schematics and blueprints. Ability to read and use measuring devices, including micrometers.
Ability to troubleshoot an electrical or hydraulic system over the phone.
Ability to provide expertise if service department is required to testify in lawsuits.
Ability to expedite reasonable solutions to the field in a timely manner for customer satisfaction.
Ability to identify and report any safety or hazard type condition that may exist or surface in order to avoid injuries.
Vermeer is an EEO/AAP/M/F/V/D employer.
Feb 18, 2013, 1:40:50 PM
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