NEW JOB OPENING PRODUCT SERVICE SPECIALIST IN Peoria, IL, USA!

Job Description
Education Requirements:

- High School diploma or equivalent

Preferred Education:

- Bachelor's degree in Engineering

Required Skills for the Product Service Specialist:

- 2-4 years of product support related experience


- Strong mechanical / product knowledge; Hands on machine experience

- Understanding of the dealer product support network

- A sense of urgency to resolve product health issues

- Applied Failure Analysis

- Navigating key product support systems

- Written and oral communications skills with Dealer and Company personnel


- Strong interpersonal skills with the ability to influence and motivate others

- Good understanding of applied failure analysis

- Proficient in reading and understanding technical prints and engineering specifications

Technical Excellence:

- Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges

- Provides effective technical solutions to routine functional challenges via sound technical competence, effectively examining implications of events and issues

- Applies current procedures and technologies to help resolve technical issues in one's general area of technical competence

- Helps others solve technical or procedural problems or issues

Problem Solving:

- 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

Service Excellence:

- Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner

- Provides a quality of service that customers describe as excellent

- Resolves common customer problems

Product Service Specialist Overview:

Will serve as the first point of contact for the Company dealer technical communicators requiring assistance with product problem health management (for all Company products). Provides the dealer with interim and permanent repair information to restore product functionality.

Responsibilities:

- Collaborate with product group support teams and escalate as needed to ensure quality resolutions are provided in a timely manner

- Facilitate problem resolution between Dealer and internal Company personnel

- The initial "triage" on product health events (includes the receiving and recording of Incident Reports to the Company)

- Record event information for future reference and for CPI data mining

- Ensure that relevant details of the SR are properly documented, (i.e. S/N, dealer details, product problem description, escalation, resolution)

- Investigate documented information and manage dealer inquiry to closure

- Reopen and/or review issues with dealers as appropriate

- Adhere to DSN Best Practices (Guidelines)

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**

Benefits:
For information and details on employment benefits offered with this position, please visit here . Should you have any questions/concerns, please contact our HR Department via our secure website .

California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here .

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department .

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).