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Industrial Service Specialist
2 months ago
SUMMARY:
FNA Group is a world class and leading manufacturer of consumer and industrial pressure washers and other outdoor power equipment. FNA's highly acclaimed brands include Simpson, Delco and CRX. Exclusive licenses with recognizable brands such as DeWalt, Stanley Black & Decker and Craftsman further strengthens FNA's market presence and awareness. FNA is a dynamic organization with unprecedented growth due largely to its ability to attract and retain highly talented associates.
We have a challenging and exciting opportunity for an Industrial Service Specialist who is energetic, can multi-task and problem solve, and has the drive and motivation to learn and grow in a fast-paced setting.
Primary Purpose:
The Industrial Service Specialist will coordinate inquiries for assistance in troubleshooting product operational issues and requests for warranty replacement service parts for our authorized service centers and self-servicing dealers and distributors. The Industrial Service Specialist will interact with FNA Group's business partners by addressing inquiries and resolving issues by providing a higher level of customer support on specific products and related service issues.
Duties and Responsibilities:
Develop relationships with industrial and rental customers and provide troubleshooting and technical support related to product and service issues via phone and virtual meetings.
Corroborates with the Engineering and Quality departments to help produce service bulletins and technical tips on products and assists with writing technical how-to instructions.
Helps to manage FNA's warranty portal for direct Authorized Service Centers.
Makes system recommendations based on application and customer needs.
Assists in policy deployment and protocols for warranty and service related repairs.
Advises team of updates/changes to be made to product instruction manuals, IPLs and other technical documents.
Qualifications:
5+ years of experience in an Industrial field.
Ideal candidates will have working knowledge of the operation and repair of pressure washer pumps, small outdoor power equipment engines, electric motors, hot water burners and coils, with the ability to troubleshoot potential operational issues.
Must be able to articulate potential problems and proposed resolutions in a clear, easily understood manner, both verbal and written.
Experience with tool and equipment rental categories is extremely helpful.
Able to work effectively across functional areas.
Adept at creative thinking and problem solving and managing flexibility in an evolving service environment.
Self-directed individual who works well within a team environment.
Maintain a positive attitude and team atmosphere at all times.
Proficient in Microsoft Excel and use of other Microsoft office products such as Word and PowerPoint.
Education/Certification:
High School diploma or GED required; Technical school or certifications a plus.
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