Exmark Technical Service Representative

5 days left

Location
Beatrice, NE
Posted
Nov 03, 2021
Closes
Dec 03, 2021
Ref
JR2630
Category
Other
Job Type
Employee
Employment Status
Full Time

Support industry-leading products that leverage innovation and technology to enhance productivity for our customers. Respond to and resolve technical inquiries quickly and accurately along with performing technical research to quickly identify product issues and provide technical product support. Partner with our distributor, dealer, mass merchant, or end customer service channel to deliver customer focused operational excellence and be an advocate for product quality.

Job Duties & Responsibilities:

Product Issue Support:

  • Respond to distributor, dealer, mass merchant, or end customer technical and quality inquiries/issues/complaints from a variety of sources (phone, electronic case submissions, emails, etc.) and resolve these issues by involving and collaborating with others as needed to implement quick and accurate solutions.
  • Leverage and drive digital and technological transformation in service support activities by utilizing current and future technologies to gain efficiencies in technical support (i.e. diagnostic tool advancement, telematics, etc.).
  • Assist our service channel with our newest technology in the areas of global positioning systems (GPS), electronic engine/systems (Tier 4), Controller Area Network (CAN) controls, hybrid technology, autosteer technology, remote diagnostic systems, lithium-ion batteries, and more.
  • Document all issues and complaints via case management system and standard operating procedures.
  • Analyze product case and warranty data in order to identify trends and issues and recommend countermeasure action(s). Drive action with product teams in prioritizing issues and creating and executing resolution plans.

Technical Communications and Manuals:

  • Create and publish technical service bulletins and alerts
  • Perform technical publication reviews (service manuals, diagnostic manuals, operator’s manuals, etc.)
  • Support the development and implementation of technical videos for both training and technical reference
  • Document field support visits to address quality and training issues

Technical Training Support:

  • Provide subject matter input for technical training development (eLearning, hands-on training, customer training packages, webinars, video tutorials)
  • Conduct and support hands-on technical training events
  • Support Technical Service and inter-departmental events (schools, seminars) by providing technical support and presence as a subject matter expert.

New Product Development:

  • Actively interface with internal cross functional groups including sales, field operations, engineering, marketing, quality assurance and manufacturing to address technical issues during new product development and aftermarket support.
  • Support new product development teams to ensure that product service issues and design for serviceability needs are listened to and acted upon.
  • Ensure all service assets and training are completed for product release

Customer Relations:

  • Support, advocate and provide a strong customer orientation. Build strong relationships with distributor, dealer, mass merchant, or end customer personnel such as service technicians, shop foremen, service managers, sales representatives and end-user customers.
  • Conduct field support visits to support quality issues and escalated product issues
  • Review and adjudicate after warranty support and policy exception requests

Other:

  • Pursue and maintain technical knowledge in areas such as GPS, wireless, hybrid, and other technologies, along with an in-depth understanding of how these technologies interact with equipment.
  • Support on-going process and lean improvements to deliver higher value to internal and external customers.
  • Other assigned tasks as necessary.

Job Qualifications:

  • Bachelor degree in engineering with mechanical, electrical/software, manufacturing, or automotive emphasis (preferred) or technical school graduate in automotive, heavy construction/truck technology, robotics, hydraulics.
  • Must possess a high degree of technical aptitude in technologies such as: electrical, electronic control systems, CAN, hydraulics, diesel and gasoline engines, drivetrain systems, hybrid technology, global positioning systems.
  • Customer support experience necessary with a proven ability to listen and empathize appropriately with customers as well as communicate effectively with both technical and non-technical individuals. Experience in a distributor or dealer channel environment preferred.
  • Demonstrated ability to identify and resolve problems in a timely manner.
  • Ability to build strong relationships with customers and peers
  • Time management, multi-tasking and organizational skills/experience required. Must have the ability to work in a fast paced, high demand problem solving environment with the ability to meet and/or negotiate timelines as necessary.
  • Proficient at reading specifications or technical documents and electrical/hydraulic schematics.
  • Experience in the areas of fleet equipment maintenance, sprayers/chemical application, aerification, and turf grass maintenance practices is preferred.
  • Proficient in use of computer applications, including Microsoft Office software suite.
  • Multi-lingual skills highly preferred

Other Job-Related Components:

  • Close interaction with the business channel along with internal stakeholders such as Service, Engineering, Marketing, Sales, Manufacturing, Sourcing and others. Empowered to make support decisions that result in equitable solutions for the channel and internal stakeholders.
  • Accountable for Technical Service and quality metrics/goals.
  • Travel as required which ranges from 15-20% along with appropriate expense reporting duties.

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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