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Technical Product Support Specialist

1 month ago

Duluth, United States McCoy Construction & Forestry Inc Full time

DESCRIPTION

The Product Support Technology Representative (PSTR) will leverage different technologies to help drive customer satisfaction through proactive support and ongoing maintenance, service, and parts needs. Within a specific geographic area of responsibility, the PSTR will promote the McCoy Construction & Forestry (MCF) product support business to both help increase customer satisfaction and to drive MCF profitability. The PSTR will manage the product support process to preempt and drive the resolution of technical and parts issues impacting machine performance and uptime by leveraging the capabilities of the service and parts departments.

Duties and Responsibilities

  • External (Customer Focused) support position
  • Provide JDLink™ customer training on new and applicable equipment
  • Proactively monitor expiring JDLink™ subscriptions and promote renewals
  • Provide follow up customer call and/or reports highlighting key equipment performance measures to demonstrate the value of JDLink™ and to help improve machine performance and customer productivity/profitability
  • Complete Machine Optimizations with the customer on new John Deere equipment sales
  • Support set up and training of TimberNavi™, Timbermatic™ Maps, and TimberManager™ Technology Solutions
  • Make field related purpose-built customer calls to follow up on Product Support opportunities generated through telematics. Provide actionable leads for Parts and Service Department follow-up
  • Actively monitor, promote, and sell Preventative Maintenance Contracts (PM’s) and Extended Warranty
  • Using the benefits of technology, strategically focus on traditional revenue opportunities in the areas of undercarriage, inspections, valve adjustments, and machine rebuilds
  • Work closely with other MCF departments to enable MCF to maximize profitable revenue potential from not only the current established customer base, but from new target markets and customers to maximize MCF whole goods, parts and service business in a profitable manner

Skills

  • Demonstrated sales and marketing skills. (Has an expert understanding of the principles, can apply the information to complex situations, solve complex problems, conduct research/break new ground, develop new applications, and provide expert support for other practitioners.)
  • Willingness to travel. (Up to 50%)
  • Knowledge of appropriate industry (Performs more complex functions, understands principles, may teach others.)
  • Knowledge of products and services offered by the appropriate area of responsibility.
  • Knowledge of products, customers, markets and competitors.
  • Good interpersonal, negotiation and conflict resolution skills.

Education

Formal education or training required to perform the essential functions of the job. Includes degrees, certifications, licenses and/or registration requirements.

Degree in an Engineering/Technology/Marketing discipline or equivalent experience. (University Degree (4 years or equivalent)

Minimum of 3 years related equipment experience and/or training; or equivalent combination of education and experience, of heavy duty forestry and construction equipment

Benefits

Paid time off -80 Hours in the first year

Medical, Dental, Vision, Short and Long-Term Disability Insurance

401k with Employer match

$50000 company paid life insurance policy