Customer Care – Product Support Specialist

SUMMARY
The Product Support Specialist (PSS) represents the company at the dealership/customer level. This role is responsible for maintaining good relations between the company, Dealer technicians, RSMs, and RBMs.
PSS assists our dealers in their efforts to provide top-quality service for the end users. They also focus on Product Improvement, dealer communication via FIR/CRM to resolve dealer and customer issues and concerns.

RESPONSIBILITIES

• Provide technical support and expert troubleshooting skills to dealers and dealer technicians, RSM/RBM, and other department staff.
• Improve customer response time to technical issues through the CRM/FIR
• Support the Dealer technicians as required.
• Provide efficient, effective response to technical questions from dealers
• Warranty adjudication with HCM, Tierra, other Vendors, and dealers
• Quality improvement work with HCM and its OEMs
• FIR/CRM case management with quality improvement
• Additional duties as assigned
• Travel required: 10-30%

Key KPI's

• Manage response time on FIR / CRM cases
• Warranty claim judgement speed (days)
• Warranty acceptance ratio by Dealer/Product
• Service campaign completion ratio
• Technical Support call logs

EXPERIENCE

• 3+ years of practical working experience in product support
• Basic computer skills (Microsoft Office and others)
• Clear and logical thinking and communication through HCMA reporting format
• Work in both office and field environments (limited travel required)

SKILLS

• Positive attitude and disposition, Detail-oriented
• Passion for Education/Instruction (Teaching Skills), Root cause analysis
• Logical and forward thinking
• Customer Interest First, Team player
• Effective communication
• Reporting, Microsoft Office