Technical Support Specialist- Inside

3 weeks ago

Peachtree City, United States Sany America Full time
The Opportunity

As part of the America’s team, SANY is looking to recruit a driven, forward-thinking, and highly motivated Technical Services Specialist (TSS)Inside. With the deep investment and backing of SANY Group, the Americas business expects to grow significantly in the coming years. Critical to this growth is the appointment of a high-quality TSS who is responsible for overseeing technical support for dealers and customers. This position will have office-based and field-based team members who will work closely on problem resolution. This TSS is responsible for working with dealers and customers to ensure prompt repair of machines and the development of solutions for known and emerging issues based on cases and field experiences.

With current revenues just short of $500M, SANY America continues to make strong progress and significant investments in the Americas market; the organization is now pursuing an aggressive growth strategy and is looking to move quickly beyond this initial platform and increase their market share. This role will require someone who can balance multiple tasks while being a problem solver that can resolve complex machine issues.

This is a field-based position supporting Regional Territories.

KEY RESPONSIBILITIES

The TSS is expected to:

Technical

  • Work with dealer technicians to resolve complex technical issues in a timely manner.
  • Review cases for dealers and customers in assigned region, support case resolution.
  • After resolving an issue develop a technical knowledge document that can be used for future similar problems
  • Ensure all dealers are up to date on all product changes and service bulletins.
  • Work with the TCSM to ensure that dealer technicians obtain SANY training and obtain certifications.
  • Provide remote and onsite technical support to troubleshoot and repair SANY equipment.
  • Work with Sany Engineering team to support a Field Follow Program for new model concepts.
  • Review assigned Service Manuals and other technical publications to ensure that these are correct and meet market requirements.
  • Work on Manager assigned projects to drive problem resolution to emerging issues.
Parts
  • Assist dealers to determine correct parts required to repair specific machines.
  • Identify errors in manuals and provide information to correct these errors.
Warranty
  • Work with dealers to ensure correct warranty submission when assisting in the problem resolution.
  • Assist in the development of Flat Rate Job guides.
Other Duties
  • Identify and report on product quality and emerging product reliability issues.
Collaboration
  • Intra-departmental: Territory Customer Support Managers, Warranty Team
  • Inter-departmental: Training & Development, Engineering, Regional Business Managers, District Sales Managers, Parts, Marketing, Product Managers, Accounting, Sales Operations
  • External: Dealers, Customers, 3rd Party Attachments providers
PROFESSIONAL EXPERIENCE & QUALIFICATIONS

The ideal candidate will:
  • Knowledge of Heavy Equipment of Sany or other similar types
  • Ability to understand and read technical manuals, parts manual, electric and hydraulic schematics.
  • A customer-centric and service-oriented mind-set with a passion for customer service.
  • Computer literate with experience of Microsoft Word, Excel and Salesforce
  • Positive professional attitude
  • Attention to detail in order to promote positive customer interactions.
  • Have strong communication, presentation, and teamwork skills with the ability to build trust and credibility globally, which includes winning approval from various stakeholders.
  • Strong organization and prioritizing skills
  • Team player but also able to work under own initiative.
  • Be driven to win, goal-directed, adaptable and agile, and people focused with the ability to influence cross-functional teams without formal authority.
  • Demonstrate a high degree of creativity and mature judgement in anticipating and solving non-reoccurring, unprecedented problems. Have a Root Cause/Countermeasure approach to problem solving (analytical vs. intuitive).
  • Be process driven, detail oriented, results driven and self-motivated.
  • Have high energy with a strong sense of urgency who is resilient and self-confident.
  • Valid Driver’s license with a clean driving record
strong candidate will have
  • Minimum of 5 years of experience in the construction, industrial or agricultural equipment industry
  • Technical Certificates
  • Computer knowledge
  • Speaks clearly


Travel

10% of the time

COMPENSATION

Compensation will be competitive and commensurate with experience. It will include a base salary, an annual performance bonus, and other exceptional benefits.

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