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Product Support Specialist

2 months ago

Quincy, Massachusetts, United States ASV Holdings, Inc. Full time
Job Title: Product Support Specialist

ASV Holdings, Inc. is seeking a highly skilled Product Support Specialist to join our team. This role is responsible for providing full product support functions on all machines manufactured by Yanmar.

Key Responsibilities:
  • Provide service information to customers and other YCENA personnel.
  • Perform troubleshooting and diagnostics to aid in finding the root cause via phone, email, or other communications sources.
  • Work closely with the manufacturing facility to resolve issues and make recommendations for design enhancements.
  • Document and communicate procedure changes as needed to improve operational quality.
  • Assist in the completion of Campaign and/or Service Bulletins.
  • Liaison between the customers and major component suppliers (i.e. transmissions, engines, etc.) to solve customer issues rapidly and most effectively.
  • Establish and maintain positive working relationships with all customers.
  • Communicate with service and product management across all factory locations.
Requirements:
  • 2-year Technical Diploma or Associate's Degree in a related field preferred.
  • 3-5 years or more related experience or an equivalent combination of education, experience, and factory-sponsored training in the construction environment.
  • 3-5 years of experience and/or working knowledge of the operational characteristics of construction equipment and understanding of documentation and schematics.
  • 3-5 years of experience with Mechanics, Electrical, and Hydraulics.
  • 1-3 years of experience in identifying and resolving operating problems or causes by diagnosing and identifying symptoms, troubleshooting, and problem-solving.
  • 1-3 years of experience with MS Office (Word, Excel, Outlook, Teams).
Preferred Qualifications:
  • Knowledge of business operating systems preferred (Epicor ERP, TWS Warranty System).
  • Strong orientation towards quality, safety, and continuous improvement.
  • Strong Customer Service skills.
  • Excellent communication skills; both written and oral.
  • Demonstrated problem-solving skills.
  • Able to gather and analyze relevant information and coordinate work with other team members.
  • Functions independently within the context of day-to-day activities.
  • Able to travel on short notice, up to 25% of the time.
  • Strong time management skills.