Technical Product Support Specialist

1 month ago

Chicago, United States Brandt Companies Full time
Job Description

SUMMARY

Brandt is seeking a dynamic Technical Product Support Specialist to join our team and provide exceptional customer and dealer support for our Road Rail equipment and Hydrovac Trucks. The successful candidate will play a crucial role in delivering technical assistance, conducting customer training sessions, and supporting customers and dealers both on-site and over the phone. This position offers an exciting opportunity to contribute to the success of our Road Rail equipment and Hydrovac Truck business in the United States, while fostering strong customer relationships through excellent technical support and training.

DUTIES & RESPONSIBILITIES

Product Expertise:
  • Develop an in-depth understanding of our Road Rail equipment and Hydrovac Truck products, including their design, functionality, and troubleshooting procedures.
  • Stay updated on industry trends, competitor products, and emerging technologies relevant to Road Rail equipment and Hydrovac Trucks.
Technical Support:
  • Remotely consult with servicing dealers to quickly diagnose and resolve technical machine issues, minimizing customer downtime.
  • Provide on-site technical support to customers and/or servicing dealers to resolve complex technical issues promptly and efficiently.
  • Collaborate with Brandt Engineering, Manufacturing, and Customer Support teams to drive resolution of complex technical issues.
  • Facilitate the identification of service parts required to complete machine repairs.
  • Facilitate warrantable service work processes and product improvement updates on customer-owned machines.
Training:
  • Conduct comprehensive training sessions for customers and servicing partners on the operation, maintenance, service, and troubleshooting of Brandt Road Rail products and Hydrovac Trucks.
  • Conduct on-site customer visits for new machine start-ups, offering hands-on assistance to ensure a smooth implementation process.
  • Develop tailored training programs and training materials to align with specific dealer and customer needs.
  • Prepare training quotes for customers upon request.
Parts & Service Support Network:
  • Lead the initiative to further expand and develop Brandt's network of servicing dealers/service shops to support customer uptime of Brandt Road Rail products and Hydrovac Trucks.
  • Collaborate with servicing dealers/shops to stock Brandt Road Rail and Hydrovac Truck service parts to increase customer uptime and satisfaction.
  • Conduct regular servicing dealer visits to build strong relationships and facilitate effective communication flow between dealers and the internal Brandt teams.
Sales Support:
  • Collaborate with the Sales team to provide technical expertise during customer visits and pre-sales meetings, addressing technical queries and enhancing customer confidence in our products.
  • Collaborate with Sales teams to assist in product demonstrations, showcasing the features and capabilities of the Brandt products to potential customers.
Communication and Reporting:
  • Act as a liaison between customers and the internal support team, effectively communicating technical issues, feedback, and customer requirements.
  • Provide detailed reports on service activities, customer interactions, and emerging trends to facilitate continuous improvement.
Quality Assurance:
  • Conduct and report on quality inspections performed on dealer inventory, ensuring adherence to high standards and specifications.
  • Work closely with Production, Design Engineering, and Quality teams to address any recurring issues and contribute to the improvement of product quality.
Emergency Response:
  • Be available for on-call technical support to address urgent customer needs, ensuring timely resolution of critical issues affecting equipment performance.
  • Collaborate with the Customer Support Centre to ensure timely resolution of urgent matters affecting the Road Rail products and Hydrovac Trucks.
Required Skills

QUALIFICATIONS/REQUIREMENTS
  • Minimum of 5 years of experience in providing technical support or service within the heavy equipment industry.
  • Strong mechanical background. Experience in the operation of Road Rail equipment or Hydrovac Trucks would be an asset.
  • Extensive knowledge of the Class I rail industry.
  • Must be willing to obtain a Commercial Drivers License to operate Brandt Road Rail and Hydrovac Truck equipment.
  • Excellent communication and interpersonal skills, with the ability to effectively train and support customers.
  • Willingness to travel extensively within the United States, and on occasion internationally, for on-site customer and dealer support and training activities.
  • Ability to work independently and collaboratively with cross-functional teams to deliver exceptional customer service.

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