Product Service Specialist

Job Title: Product Service Specialist

Location: Peoria, IL

Zip Code: 61601

Duration: 12 Months

Pay Rate: $34.01/hr.

Job Description:

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.

Position will accomplish:

* 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

Education & Experience Required:

* 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.

Service Excellence:

* 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

* Language skills: English