Technical Support Consultant

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Battleboro, NC, US

3 days ago Requisition

Job Title:
Technical Support Consultant

Department:
In-House Service

8
- Hour Shift, Monday – Friday

Position Summary

This position is responsible for assisting dealers and customer support with technical product questions on LS Tractor products and improving product resolution cycle times for LS Technicians. This includes improved communication and sharing of best practices among LS Dealers. Works with LS Service Managers to help solve technical service-related problems. Helps to improve LS Technician’s diagnostic and repair abilities resulting in less downtime and reduced costs for our customers.

Conducts preliminary investigations into LS Tractor product issues. Is a member of our In-house Service Team and supports all products functions allowing LS Dealers to serve customers more efficiently. This position provides in-depth troubleshooting support on diesel engines, hydraulics, transmissions, air conditioning, electrical, etc. Individuals in the TSS position must have the ability and skill sets to clearly troubleshoot these systems over the phone, through email, remote access, and other means.

Additionally, this position will support the publication of Technical Information Bulletins. Effective communication of verbal and written technical information is essential. Individuals must display sound judgment and proper assessment of all factors when dealing with difficult situations and customers. Typing and computer skills are required for administrative duties.

Position Duties and Responsibilities

• Be a resource for LS Technicians, Service Managers/Advisors/Shop Foreman, and Parts Managers to help resolve critical product problems by assisting in diagnosis, repair and sharing of best practices.
• Ensures all necessary information is documented and communicated clearly and concisely.
• Coordinates cases between LS Dealers and LS Quality Assurance Team as needed.
• Works with LS Quality Assurance and Warranty as a partner in quality to help identify emerging product quality concerns and support problem resolution.
• Assist in the creation of Technical Information Bulletins.
• Reviews and shares weekly case solution report with the proper team.
• Communicates and executes effective processes to ensure internal and external customer satisfaction.
• Maintains up to date technical knowledge of engine, hydraulics, and electrical systems and repair manual schematics.
• May provide technical support to customers for LS Tractor equipment as needed.
• Utilize LS Diagnostic Tool, Dealer Portal, Warranty System, Parts System, remote access, and other LS Tractor resources to proactively diagnose equipment issues.
• Determine whether dealer/customer issues can be resolved over the phone or coordinate with responsible LS Service Manager to create and set up service visits as needed.
• Assists in helping to identify training needs or gaps by communicating with location Service Managers/Advisors/Shop Foreman.
• Identifies and drives continuous service and process improvements.
• Prepares and analyzes Service Department reports; uses data to help drive improvements for growth.
• Proactively sees and participates in available company-sponsored training, to develop and advance knowledge base and skill set to include Start Blue and Stay Blue Training programs required for the development of skills and knowledge.
• Maintains a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
• Support management in the pursuit of policies, plans, goals, and long-term objectives.
• Ensures our reputation and image in the community is consistent with company values.
• Maintains a clean work area and performs work in an organized fashion.
• Perform all other duties as assigned.
• Follow all safety rules and regulations while performing work assignments and adhere to all policies and procedures as specified in the company handbooks.
• May work as a service trainer in…