Technical Product Support Representative

Job Posting External

Job Duties

• Company Dealer Network Technical Product Service Support - Primary resource to investigate, troubleshoot, and resolve technical product issues.  Support requests typically come via phone or email from field service technicians once he/she has exhausted all local resources. Must have thorough understanding of electrical, mechanical, and possibly hydraulic systems, and overall product knowledge.  Documentation of all Requests is required.
• Contribute to Service Knowledge Base - Write knowledge articles and submit to be reviewed in the publishing process for the Service Knowledge Base (TIPS). The content of these articles is derived from the knowledge gained while supporting the technicians in product troubleshooting.
• Warranty Support/Evaluation - Manually review Motive Power Warranty claims, issue Warranty Authorization numbers as needed. Create Motive Power monthly warranty summary reports. Test and evaluate Motive Power warranty return parts as needed. Collaborate with Warranty dept on Motive Power related issues.
• Processing of Product Modification Requests - Assist with reviewing, performing necessary calculations, and dispositioning of product modification requests from Dealer Network.
• Support Internal Requests for Technical Support – Collaborate with other departments on technical support requests.
• Special Projects and Troubleshooting - At direction of department managers, complete any special projects, which may include product and component ID training, research, data analysis etc.  May fulfill any power study request as required by the Motive Power Sale support dept, including but not limited to programming, tracking, downloading and preparing reports from the power study devices.  When required, direct or assist with complex troubleshooting issues by making on-site visits at customer locations.

Minimum Qualifications

• 2-4 years' related experience
• High school diploma or equivalent
• Occasional travel (0-5%)
• Occasional overnight stays (0-5%)
• Job requires employee to drive a personal vehicle to conduct company business < 20% per week (8 hours) and/or travel locally between company locations during scheduled workday
• Per 8-hour shift. Sit 8 hours and stand 0 hours. Typical office environment (low noise level, limited exposure hot/cold temperatures, dust, fumes, and vibrations). Regular interaction with others and performs a degree of independent work. Physical and mental demands are akin to the majority of office positions with prolonged periods of sitting and prolonged use of a computer/keyboard.  Infrequent lifting, walking and climbing stairs. Occasional use of office equipment (copiers, printers, etc.).

Preferred Qualifications

• 4 years’ experience with the company
• Intermediate computer skills