Product Support Specialist

SUMMARY The Product Support Specialist (PSS) represents the company at the dealership/customer level. This role is responsible for maintaining good relations between the company, Dealer technicians, RSMs, and RBMs. PSS assists our dealers in their efforts to provide top-quality service for the end users. They also focus on Product Improvement, dealer communication via FIR/CRM to resolve dealer and customer issues and concerns. RESPONSIBILITIES Provide technical support and expert troubleshooting skills to dealers and dealer technicians, RSM/RBM, and other department staff. Improve customer response time to technical issues through the CRM/FIR. Support the Dealer technicians as required. Provide efficient, effective response to technical questions from dealers. Warranty adjudication with HCM, Tierra, other Vendors, and dealers. Quality improvement work with HCM and its OEMs. FIR/CRM case management with quality improvement. Additional duties as assigned. Travel required: 10-30%. KEY KPI'S Manage response time on FIR / CRM cases Warranty claim judgement speed (days) Warranty acceptance ratio by Dealer/Product Service campaign completion ratio Technical Support call logs EXPERIENCE 3+ years of practical working experience in product support. Basic computer skills (Microsoft Office and others). Clear and logical thinking and communication through HCMA reporting format. Work in both office and field environments (limited travel required). SKILLS Positive attitude and disposition Detail-oriented Passion for Education/Instruction (Teaching Skills) Root cause analysis Logical and forward thinking Customer Interest First Team player Effective communication Reporting Microsoft Office #J-18808-Ljbffr