Customer Care - Product Support Specialist

Customer Care - Product Support Specialist

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 end users. They focus on product improvement and 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 dealer technicians as required.
• Provide efficient, effective responses to technical questions from dealers.
• Warranty adjudication with HCM, Tierra, other vendors, and dealers.
• Work on quality improvement with HCM and its OEMs.
• FIR/CRM case management with quality improvement.
• Travel required:
  
  10–30%.
• Additional duties as assigned.

• 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.