OEM Telematic Product Support Specialist – Construction Equipment

SUMMARY

The ICT (Information & Communication Technology) Product Support Specialist (ICT-PSS) represents the company at the dealership/customer level. This role is responsible for maintaining good relations between the company, Dealer technicians, RSM/RBM, and internal staff, in regards of the ICT construction product. The ICT-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 diagnosis and recovery support for ICT component issues (GNSS antennas, controllers, hydraulic control valves, etc.) that are difficult for dealer service staff to resolve.
• Provide technical support and expert troubleshooting skills to dealer, RSM/RBM, and internal/external 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
• Technical adjustment, Quality improvement work, and warranty adjudication with HCM, other OEMs, and vendors
• FIR/CRM case management with quality improvement
• Additional duties as assigned
• Travel required: 10-30%

KNOWLEDGE/EXPERIENCE

• 2+ years of practical working experience in the ICT construction industry
• 3+ years of practical working experience in product support is preferable
• Basic knowledge of Electric & Hydraulic systems
• 2D/3D Machine guidance/control experience and knowledge
• Surveyor / Assistant Surveyor Certification (Preferred)
• Electrician or Radio Operator Licenses (Preferred)
• Basic computer skills ( Microsoft Office and others )
• Clear and logical thinking and communication
• Work in both office and field environments (limited travel required)

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