Product Support Representative Job Description Template
Our company is looking for a Product Support Representative to join our team.
Responsibilities:
- May travel to the field to provide problem resolution on complex problems;
- Participates in developing and authoring Product Improvement Program (PIP) solutions;
- In a factory environment, under direction, may be responsible for Product Improvement Program (PIP) development and implementation;
- May lead projects. May develop and deliver advanced technical content training materials;
- May serve as a resource to other Product Support Representatives, Quality Improvement Teams, etc;
- Resolves complex problems using advanced troubleshooting skills and all available resources;
- Provides feedback regarding product performance, deficiencies and customer requirements;
- Work and communicate in a professional way that fosters teamwork and good moral. Respect others at all times;
- Provides on-site technical assistance to help troubleshoot and repair equipment;
- Work closely with Warranty Department and Parts Department for unified Parts, Warranty and Service support;
- Meeting and exceeding annual goals for customer satisfaction;
- Assembles new or used equipment at customer sites and ensures full functionality according to factory specifications;
- Advanced hydraulic, electrical, and mechanical understanding and troubleshooting;
- Provide factory support for dealers and manage the application of goodwill to solve commercial issues and maintain customer satisfaction;
- Provides technical advice/feedback in the development of service manuals Engineering Change Requests (ECR’s) and training courses.
Requirements:
- A strong sense of urgency, managing time well;
- Proficient computer technology skills to utilize company authorized software, internet, email, etc;
- Excellent customer service skills to develop and maintain good working relationships with all customers and co-workers;
- Strong independent work ethic;
- Able to work within a team environment to achieve individual as well as branch goals;
- Previous sales experience is a must;
- Clear and concise communications;
- Ability to work in a team environment;
- Flexibility adapting to new tools and processes;
- Strong written and verbal communication skills;
- Ability to develop and maintain relationships with company personnel;
- Ability to collaborate with multiple stakeholders and groups;
- Strong analytical, problem solving and troubleshooting skills;
- Microsoft Office programs (Outlook, Word, Excel);
- Experience using a variety of mobile devices (Android & iOS).