Product Service Specialist

Overview

To serve as the first point of contact for Client dealer technical communicators requiring assistance with product problem health management (for all Client Products). The DSE-2 provides the dealer with interim and permanent repair information to restore product functionality.

• The initial triage on product health events (includes the receiving and recording of Incident Reports to Client)
• Records event information for future reference and for CPI data mining Investigates documented information
• Manages dealer inquiry to closure

• This position requires a detail-oriented person with a strong mechanical / product knowledge and / or an Engineering degree - this could include an accredited engineering or related degree.
• Hands-on machine experience would be the best candidate.
• 2-4 years of product support related experience or equivalent.
• Additionally, the incumbent will have demonstrated proficiency in:
  Client product line and related products

• Written and oral communications skills with Dealer and Client personnel (Fluent in English)
• Strong interpersonal skills with the ability to influence and motivate others

• Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• Describes problem reporting and escalation practices.
• Utilizes accepted procedures for problem analysis and resolution.
• Identifies key aspects of problem-solving techniques used in own area.
• Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service direct or indirect manner.
• Provides a quality of service that customers describe as excellent.
• Resolves common customer problems.
• Good understanding of applied failure analysis
• Proficient in reading and understanding technical prints and engineering specifications