Technical Services Rep jnf
Essential Functions of the Job
Provides technical after-sales phone support to customers, dealers and personnel. This could entail troubleshooting and the diagnosing of service issues, including mechanical, electrical or hydraulic failures with vacuum trucks in the field.
Coordinates the development of and executes product training primarily focusing on the service elements of new products as well as maintenance, troubleshooting, and general repair of Super Products trucks to customers, dealers and personnel.
Authors service bulletins and product upgrade bulletins in an effort to communicate information out to the field in a timely and effective manner.
Participates in reviews of open service cases with members of the customer service team, engineering, manufacturing, and other personnel to identify next steps and actions to address open issues.
Works closely with engineering and manufacturing in analyzing service case data to identify product failure trends and identify corrective actions. Engages with suppliers as required.
Responsible for staying in regular contact with customers and dealers on all open cases ensuring that repairs have been completed and the customer and or dealer is satisfied.
May visually inspect and/or disassemble parts for possible warranty consideration.
Other duties as assigned.
Knowledge, Skills and, Abilities (KSA's)
Possess excellent interpersonal skills and can effectively decompress pressure situations. Easily builds rapport with customers.
Must be an active listener with the ability to ask questions that remove ambiguity and make situations clear.
Must use a data-driven analytical approach to decision making with the right balance of customer empathy.
Knowledge of industrial vacuum equipment. High mechanical, electrical, and hydraulic aptitude is required.
Must be able to read and analyze electrical and hydraulic prints and schematics.
Understand mechanical, hydraulic and electrical theory necessary to solve customer issues.
Communicate clearly and concisely, written and verbal, in person and via audio and visual media.
Strong presentation skills, both in putting together the right material with the right flow for a given audience but also in presentation skills.
Must be able to prioritize work schedule, work under pressure, and meet goals/objectives.
Comfortable multi-tasking several customer cases a day in conjunction with the other responsibilities assigned to this role.
Good leadership skills required, ability to problem solve, persuade and motivate is essential.
Ability to use basic hand and power tools, multi-meters and a test light.
Excellent computer skills. Must be able to demonstrate strong skills in EXCEL, WORD, and PowerPoint.
Education and Experience
Technical degree preferred in the mechanical or electrical field plus five (5) years' experience in technical service, electrical and/or mechanical field.
Working Conditions
Willing to work extended hours when required.
Must be able to sit for extended periods of time.
Must be able to wear PPE.
Must be willing to travel (25%) when necessary to assist in the repair of customer trucks or execute training.
