The Product Support Representative will help improve machine availability at mine and provide best in area aftersales support to customers in Brazil.
17th October, 2024
SUMMARY
The 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.
DUTIES
Field Inside Report (FIR) to dealers in responsible area
Field support operational related training to dealer
Periodical customer visit with dealer
Tech meeting with dealer/customer in responsible area
Share non-tech request from dealer to related function of HCMA
Tech meeting with OEM
Issue Product Improvement Request to OEM/Manufacturer
Maintain Dealer Support progress check sheet for North America Product Support
Support OEM to field proof new/upgraded product/component
Field Inside Report (FIR) analysis (categorized by cases, monitor progress by dealer)
Progress check sheet status for each group
REQUIREMENTS
5+ years practical working experience in product support or management related activities (Manager)
5+ years of customer service experience
Basic knowledge of hydraulics and electrics for hydraulic excavator
Basic knowledge of AC drive, off road mining trucks
Clear and logical communication in English (written & spoken)
Basic computer skills, prefer data analysis skills
Work in both office and field environment (travel may be required)
Additional duties as assigned
QUALITIES
Ability 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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