Product Support Specialist
2 weeks ago
Taylor Sudden Service provides exclusive worldwide distribution of genuine Taylor OEM parts and forklift service for equipment designed, manufactured, and marketed by Taylor Machine Works, Inc. Backed by a network of parts and service centers, nationwide dealer support organizations, and factory-trained service technicians, SSI is committed to providing the best parts and service support in the industry. We offer training schools for our service technicians on a regular basis, ensuring the best possible service to Taylor Machine Works' customers. Sudden Service, INC (SSI) is a subsidiary of the Taylor Group of Companies, a third-generation family-owned business based in Louisville, MS since 1927
Basic Purpose:
This position is to provide prompt and satisfactory responses to service problems requiring technical expertise.
Nature and Scope:
The incumbent in this position will work in-house and will receive calls from dealers, distributors, customers, and Taylor field service mechanics requesting assistance in resolving technical problems related to the repair of large industrial generators. He/she will create a communication system between the dealer and customers and the service department to better serve their needs. The incumbent will use tact, courtesy, and honesty always to retain the good will of the dealer or customer. Will immediately consult with supervisor if he/she cannot resolve an issue.
The Product Support Specialist will maintain a log of all calls from customer dealers, or SSI personnel who are seeking technical assistance. He/she may be required to prepare a parts list needed for repairs and prepare a proposal to the customer for cost. The incumbent will provide written reports to his/her supervisor of any unusual problem or malfunction of SSI equipment and the subsequent solution. He/she will follow up with dealers, customers, and field service operations to assure customer satisfaction of all repairs. The incumbent will make periodic reports to the Product Support Manager of requests for technical assistance and will recommend any training needs of servicemen based on his/her evaluation of the types of requests for technical assistance.
The Product Support Specialist will assist his/her supervisor with warranty inspections, writing technical product manuals, and providing training to the field service mechanics or to dealer and customer service personnel. He/she will be available to the Product Support Manager for special projects.
Key Accountabilities:
- Build a data base of technical information for the products supported or sold by the Taylor Group of Companies
- Build a positive Rapport between our vendors and yourself/Taylor.
- Help train Taylor techs on proper repair procedure per the vendors recommendation.
- Travel to vendors to attend technical classes and work through persistent issues.
- Travel to customers to work through issues that cannot be resolved locally.
- Answering technical questions via phone or email, this may require answering calls after hours and weekends.
- Each product Support Specialist will be assigned to certain manufacturers but will be required to help on other lines of equipment that Taylor services.
Duties / Responsibilities:
- Consults and coordinates with Manager and Assistant Manager to plan effective work and travel schedule, giving priority to Dealer/Customer needs, considering location of machine and availability of parts.
- Responds promptly and professionally to all service calls to solve Dealer/Customer problems, either through telephone technical advice or by physically going to site.
- Diagnoses machine malfunctions (electrical, mechanical, structural, hydraulic, and electronic) and failures in the field. Orders parts to repair and /or replace worn or defective parts. Reports and consults with Engineering, Manufacturing, and other Service personnel involved to prevent recurrence.
- Assists the Dealer/Customer in installation of special equipment and attachments foreign and domestic, adjusts devices and controls to correct malfunctions and keeps machine in operating condition.
- Inspects, operates, and tests machines on initial delivery and upon completion of any repair work to ensure proper operation of equipment and components.
- Uses handheld programmer and TICS display to set parameters on new Taylor Products (cranes, reach stackers).
- Accompanies the Dealer/Customer Service Personnel on service calls as required and may be required to train Dealer/Customer Service and Operators on Taylor Machines.
- Assists in formulating service policies of a technical nature. Call to Warranty Board for consultation dealing with warranty issues.
Education/Skills Required:
* Five (5) years' experience as a field service repairman
* Certificate of Completion of studies in mechanical and/or related field may substitute for two years of field experience
* Tact, courtesy, and complete integrity is a must in dealing with the customer base.
* Strong oral and written communication skills.
Computer skills are essential, including Microsoft Word, Excel, and PowerPoint as well as diagnostic software
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