Customer Support Specialist- Construction Equipment

Summary

The Product Support Specialist (PSS) represents the company at the dealership/customer level. This role is responsible for maintaining good relations between the company, Dealer technicians, RSMs, and RBMs. PSS assists our dealers in their efforts to provide top-quality service for the end users. They also focus on Product Improvement, dealer communication via FIR/CRM to resolve dealer and customer issues and concerns.

• Provide technical support and expert troubleshooting skills to dealers and dealer technicians, RSM/RBM, and other department staff.
• Improve customer response time to technical issues through the CRM/FIR.
• Support the Dealer technicians as required.
• Provide efficient, effective response to technical questions from dealers.
• Warranty adjudication with HCM, Tierra, other Vendors, and dealers.
• Quality improvement work with HCM and its OEMs.
• FIR/CRM case management with quality improvement.
• Additional duties as assigned.
• Travel required:
  
  10-30%.
• Key KPI's Manage response time on FIR / CRM cases Warranty claim judgement speed (days) Warranty acceptance ratio by Dealer/Product Service campaign completion ratio Technical Support call logs

• 3+ years of practical working experience in product support.
• Basic computer skills (Microsoft Office and others).
• Clear and logical thinking and communication through HCMA reporting format.
• Work in both office and field environments (limited travel required).

• Positive attitude and disposition
• Detail-oriented
• Passion for Education/Instruction (Teaching Skills)
• Root cause analysis
• Logical and forward thinking
• Customer Interest First
• Team player
• Effective communication
• Reporting
• Microsoft Office