Product Support Specialist

We encourage you to see how rewarding employment at Company Wrench can be. We are looking for dedicated, passionate and career-minded individuals to join our experienced team. At Company Wrench, we are committed to your career development, and we will be with you every step of the way to enhance your training, education, experience, and overall professional development. Company Wrench is the place for you to reach your career goals while providing the "Cutting Edge of Customer Service" to our valued customers.

The Product Support Specialist is responsible for managing and training the work order process for all parts and service personnel.

The Product Support Specialist will fulfill the following duties:

• Work with techs to diagnose machine issues 80% of time
• Working with techs over the phone to send out info to get them in a better direction.
• Check techweb for machine issues, offer out help to techs that have not reached out and went to techweb instead. 5%
• Check Live Link while in office to check for codes on machines that we could pass to the service manager at respective branch for location.5%
• Work with JCB area service rep, Training, machine issues, machine updates. Overall liaison between Company Wrench & JCB. 20%
• Assist with tech portal issues / diagnostic equipment issues
• Work with sales department of new sales / machine over view / machine delivery / customer issues once the machine has been given to the customer. 5%
• Work on machines for service department when all techs are out or cannot get to machine in a timely manner.
• Work on machines / to diagnose with intermittent issues, that would cause us a lot of time in the field for a tech to spend out when the machine doesn't always have the issue. Give more time to the issue.
• Assist the parts department with parts issues, as in locating the correct part for the specific machine.
• Assist with help of WIP to the service manager to get older work orders completed.
• Weekly Tuesday National Account meeting to go over current machines in the WIP for nation accounts.
• Quartey JCB Dealer excellence meeting to understand what JCB is expecting from us as a dealer and give them what we expect from them as a brand.
• Over all everyday help with any JCB issue. Service / Sales / Parts. Provide positive attitude towards the product for everyone customer / and Company Wrench employees.
• Other duties as assigned

Supervisory Responsibility

This position has no supervisory responsibilities.

Travel

Some travel is expected for this position.

Education and Experience

• 3-5 years of experience in heavy equipment service or parts or 5 years of experience in service or parts at Company Wrench, Ltd.

Required requisites

• Ability to travel up to 75% of the year
• Strong organizational skills
• Strong desire to help others.
• Strong desire to learn new skill sets and knowledge.
• Strong communication skills
• Patience
• Strong computer and systems knowledge.
• Excellent customer relations skills

Specific skill requisites

• Experience with CDK/PFW.
• Good business acumen.

Position Type/Expected Hours of Work

This is a Full-Time position. This position is expected to be in the office Monday through Friday during standard working hours. Occasional long hours are required as needed.

Additional Information

• Medical, Dental & Vision Insurance
• 401K Plan + Match
• Paid time off and vacation
• Paid Birthday Holiday
• Short/Long Term Disability
• Growth opportunities
• Paid Training
• Monthly Profit Sharing Bonus
• ESOP Plan
• Family owned and operated
• Long term job security
• Health and wellness program
• Discounts on products and services

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.