The Product Support Representative will help improve machine availability at mine and provide best in area aftersales support to customers in Brazil.17th October, 2024SUMMARYThe Product Support Representative will help improve machine availability at field and provide best in area after sales support to customer through dealer. They will also support dealers and improve response time to resolve tech issue/concern to customer through Field Inside Report from the dealer. Additionally, will pick up non-technical issue from field, and work with dealer to improve field support, and provide excellent customer satisfaction. Will work closely with other functions of Customer Care, OEM (HCM, HTM), Local purchased Parts & Reman component Supplier.DUTIESField Inside Report (FIR) to dealers in responsible areaField support operational related training to dealerPeriodical customer visit with dealerTech meeting with dealer/customer in responsible areaShare non-tech request from dealer to related function of HCMATech meeting with OEMIssue Product Improvement Request to OEM/ManufacturerMaintain Dealer Support progress check sheet for North America Product SupportSupport OEM to field proof new/upgraded product/componentField Inside Report (FIR) analysis (categorized by cases, monitor progress by dealer)Progress check sheet status for each groupREQUIREMENTS5+ years practical working experience in product support or management related activities (Manager)5+ years of customer service experienceBasic knowledge of hydraulics and electrics for hydraulic excavatorBasic knowledge of AC drive, off road mining trucksClear and logical communication in English (written & spoken)Basic computer skills, prefer data analysis skillsWork in both office and field environment (travel may be required)Additional duties as assignedQUALITIESAbility to act independently to determine methods and procedures on new assignments.Ability to respond consistently with a high degree of initiative to resolve issues or complex problems that may arise.Ability to maintain positive company image and brand.Ability to perform work accurately and thoroughly.Well-developed written and verbal communication, listening and presentation skills.Efficient organization and time-management skills.Ability to prioritize tasks and meet deadlines.A courteous and professional demeanor.Strong negotiation skills.Ability to work well under pressure.Intermediate to advanced computer skills. Proficient with MS Office suite and other work-related software.
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