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. Responsibilities 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 Qualifications 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 Soft Skills Written and oral communications skills with Dealer and Client personnel (Fluent in English) Strong interpersonal skills with the ability to influence and motivate others 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. 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 #J-18808-Ljbffr