Product Support Specialist

Location
Lake Mills, WI
Posted
Sep 10, 2021
Closes
Oct 10, 2021
Ref
JR2205
Category
Other
Job Type
Employee
Employment Status
Full Time

At HammerHead in Lake Mills, Wisconsin we pride ourselves on being one of the largest contributors to the underground pipe and cable replacement, installation, and maintenance industry. Our plant in Lake Mills stands out because it is a place for people to learn and thrive. We enjoy coming to work because we take pride in creating high quality pieces of equipment, along with a dedicated team-oriented environment created through individual success. All our locations build the intricate network of machinery that contributes to The Toro Company. We contribute to building the communities, cities, and the world.

We invite you to apply and join a team of highly skilled, and highly passionate people.

JOB SUMMARY:

This employee provides technical support, feedback of field information, and technical training on electronics equipment. This job requires solving problems with electronic systems, resolving customer problems, handling warranty claims, communicating customer needs, and occasional travel to resolve product issues with customers or dealers. This job requires phone support to the product end-user and provides information about replacement parts/ cost.

KEY RESPONSIBILITIES:

  • Will spend most of their time learning the product support process and learning of Hammerhead products and systems early on.

  • Provide accurate, timely, and professional response to requests from customers, sales channels, and Hammerhead employees for assistance in resolving product performance or application issues, via telephone or on-site visits.

  • Use electronic test instruments to aid in the troubleshooting of electronic components.

  • Analyze and apply information from a variety of technical sources, including interviews with engineers, operators, and suppliers.

  • Listen to, analyze, and provide answers to phone inquiries about units in for service and other general information.

  • Interface with all departments to bring mutual satisfaction to customer problems and complaints.

  • Use Microsoft Office and various other information systems to produce appropriate files and documents.

  • Troubleshoot and/or diagnose problems over the phone. Listen to field problems and suggest solutions for resolution or perform repairs on-site or at the factory.

  • Help develop, distribute, and present technical and training information.

  • Create and maintain records, including warranty claims and documentation of unit problems.

  • Maintain positive, professional relationships with dealers, customers, and Hammerhead personnel

  • Make presentations to groups of people. This includes gathering, organizing, and effectively communicating electronics technical information.

  • Other duties as assigned.

WORK ENVIRONMENT:

  • Regular, extended telephone communication with customers, dealers, and distributors.

  • Occasional overnight travel – estimated 30%

  • A variable work schedule, (typical 9-hour days) with hours that vary according to the needs of the job. During emergencies or critical deadlines, this employee must work until the job is finished.

  • Must be willing to carry a company-issued cell phone 24/7 and provide support as needed.

  • Rapidly changing demands, schedules, priorities, and deadlines.

JOB QUALIFICATIONS:

  • Associate degree in Electronic Technology, Electronic Engineering Technology, or equivalent formal education beyond high school

  • 1-3 years hands-on experience troubleshooting and supporting electronic assemblies (preferred)

  • Have the aptitude to wire small connections including soldering of connections.

  • Demonstrate excellent communication skills (in person, by telephone, and in writing), including a professional, self-confident image. Ability to make presentations.

  • Professional customer service experience preferred.

  • Have good computer operational skills.

  • Have an excellent work record of self-motivation, judgment, productivity, attendance, and behavior.

  • Have a strong electronic aptitude, including appropriate experience with or potential to learn Hammerhead electronics equipment.

  • Must have a valid US driver’s license

  • Must have or be able to get a US passport

We are proud to be an Equal Opportunity Employer and consider qualified applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit based factors. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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