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Product Support Specialist
2 months ago
Rite-Hite is the global leader in the manufacture, sale, service and installation of loading dock equipment, vehicle restraints, high speed doors, high volume, low speed fans and much more - all design to improve industrial safety, security, productivity, design, environmental control, and energy consumption. Due to extensive growth, Rite-Hite has an opening for a Product Support Specialist at our new headquarters in Milwaukee's Fifth Ward. The position is responsible for providing technical assistance to representatives, technicians and customers to assure consistent installation, troubleshooting and support of engineered products in the field. This position is responsible for ensuring customer satisfaction and promoting positive representative relations. Work with manufacturing and engineering to improve quality and manufacturability and reduce the cost of current production product. Initiate and develop new product ideas to provide for further growth. Additional job duties are listed below. Please apply via Rite-Hite's career website.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Process customer / representative issues that arise from use of the product and technical training. Also, communicate trends and issues to Engineering, Purchasing, and Manufacturing departments as well as coordinate requests for replacing defective parts.
Effectively process / authorize Purchase Orders for customer service and warranty claims per established policies and procedures. This includes product troubleshooting over the phone. Requires ability to work within the established policies and procedures - using independent judgement where appropriate.
Effectively process / document all calls within both the Call log and the CSMS data base.
Review standard labor times and recommended stocking lists on an annual basis.
Authorize claims per established policies and procedures. Work with representatives to develop a mutually acceptable resolution.
Develop owner's manuals, technical bulletins and field "tech tips". Ensure written product communications are accurate and understandable.
Plan, coordinate and implement service training on the divisional product line to enhance knowledgeable and professional field servicing. This includes developing tests, visual aids, and creating electronic presentations / tools to be used for training. Also, properly maintain training equipment as well as the training facility.
Assist with new product technical rollouts, preparing presentations, handouts, etc., as well as travel to representative offices as required.
Act as a resource to engineering, purchasing and manufacturing in new product development by providing input on the serviceability and longevity of new products. Assist the Engineering department in making new product improvements and Purchasing / Manufacturing to reduce potential costs, while maintaining acceptable product performance.
Assist with sales calls and fly-ins when necessary to act as a technical consultant / trainer. In addition, demonstrate products and describe their technical merits and basic S.O.S. to the customers.
Resolve shipping problems/issues when shipments are missing, damaged, shorted or shipped to incorrect address.
This position requires up to 20% overnight travel.
PRINCIPAL ACCOUNTABILITIES
Ensure customer satisfaction and promote positive representative relations while limiting exposure to warranty costs through effective processing of customer service and warranty claims per established policies and procedures.
Provide effective on-site customer support and technical training (customers and/or representatives).
EDUCATION and/or EXPERIENCE
Associate's degree (AA) in a relevant technical field combined with two years warranty administration experience; or equivalent combination of education and/or experience. The position also requires the following: excellent organizational, negotiation skills and problem-solving skills; ability to use and read engineering drawings and schematics; working knowledge of electrical control circuits and fluid power. Working knowledge of Microsoft Outlook, Microsoft Word, Microsoft Excel, AS400, AutoCAD, Solid Works, JD Edwards Enterprise One, Excel and MS Word preferred. Experience with accessing and manipulating e-files (i.e. E-Trunk) a plus.
LANGUAGE SKILLS
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
MATHEMATICAL SKILLS
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
REASONING ABILITY
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required to sit and talk or hear over 2/3's of the typical work day. Less frequently the employee will be required to stand, use hands to finger, feel or handle and well as reach with hands and arms. On an infrequent basis (less than 1/3 of the time) the employee will be required to walk, climb or balance, stoop, kneel, crouch or crawl and taste or smell. The employee may regularly have occasion to lift or move up to 10 pounds. Lifting or movement of weights of up to 100 pounds may be required at customer work sites. Vision requirements of this job include close and color vision as well as depth perception.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The typical noise level is moderate as that found in an office setting. Higher noise level exposure will occur at customer locations.
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Company Description:Rite-Hite is the global leader in the manufacture and distribution of industrial loading dock and door equipment. Our innovative products and world class sales organization ensure solid, consistent growth, both for our company and our staff. We are always looking ahead to develop innovative new products and services to improve our customers' safety, security, and productivity.
We Offer:Rite-Hite provides competitive compensation and a comprehensive benefits package with medical, dental, and vision coverage along with life and paid medical leave. We also provide a retirement savings plan that combines 401(K) with company match and profit sharing. Paid holidays, vacation, and up to five paid personal/sick days per year round out the package.
Rite-Hite is an Equal Opportunity/Affirmative Action employer offering a drug free workplace for our customers and employees.
