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Product Support

4 months ago

Minneapolis, United States Upland Talent Full time

Our Heavy Equipment Dealership Group has an opening for a Product Support - Process Support Specialist person to provide system support for parts and service operations personnel; monitor compliance with product support policies and procedures; and assist users and other system coordinators as necessary.
Responsibilities:

  • Receives and investigates all product support "help" calls
  • Provides support to parts, service and warranty operations personnel
  • Submits daily, weekly, and monthly reporting jobs and distributes output
  • Retrieves and analyzes system data for various users
  • Create product support summaries
  • Maintain master data tables and SharePoint site
  • Reviews and tracks status of projects and communicates status updates to management
  • Provide training in one on one, in a group or Teams/Zoom on existing and new systems
  • Assists in coordinating system updates including labor rates, miscellaneous sell rates (oil prices, etc.), and factory passwords
  • Assists in system upgrade testing prior to implementation into production
  • Assists in updating and communicating warranty labor rate changes
  • Develops and maintains document procedures and processes
  • Assists in developing and communicating new user procedures
  • Creates program claims to recover funds from manufacturer
  • Audits, approves, and processes promotional claims
  • Produces business analytics reports
  • Assists in calculating and applying program discounts on parts and service documents
  • Participates in new software/process rollouts
  • Assists in monthly account reconciliations
  • Assists in managing service software subscriptions
  • Works in a cooperative manner with team and superiors
  • Special projects and all other duties as assigned
Qualifications:
  • 2-year degree required, 4-year degree preferred
  • 1-3 years administrative or user support experience
  • Knowledge in the D365 System is beneficial as primary role is to support users through the LanDesk/Ivanti ticket system
  • Strong written and verbal communication skills
  • Basic skills with Microsoft Office
  • Thrives in a fast-paced work environment
  • Great organizational skills
  • Personal Attributes: Attention to Detail, Problem Solving, Efficiency, Planning and Organization, Teamwork
Travel:
  • Up to 1-10% travel
Minimum Physical Requirements:
  • Using hands, talking, hearing


This job description is intended to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.