Technical Product Specialist

Job Description:

SUMMARY

The Technical Product Specialist position primarily focuses on supporting the service technician teams with troubleshooting technical issues in the field, providing expert guidance, and ensuring timely resolution of product-related problems. This position also plays a key role in analyzing and processing warranty claims, collaborating closely with various internal teams to improve product quality and customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

These are the most significant job duties performed. The size, scope and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.

• Provide remote guidance to field service teams in diagnosing and troubleshooting technical issues encountered in the field, ensuring they have the tools and knowledge to resolve issues effectively.
• Serve as technical expert on product functionality, installation, and maintenance.
• Analyze warranty claims to determine the root cause of failure and identify any recurring issues.
• Identify patterns in recurring issues and collaborate with product development, sustain engineering, and quality teams to investigate product defects and recommend design or process improvements.
• Ensure accurate documentation of warranty claims, ensuring compliance with internal processes.
• Act as a liaison between the field service teams, customers, and internal departments to facilitate smooth resolution of issues.
• Educate field service teams on new product features, troubleshooting techniques, and best practices.

Supervisory Responsibilities

• This position does not have any direct supervisory responsibilities.

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

• Bachelor’s degree in Engineering, Technical Support, or a related field, or equivalent experience.
• Familiarity with technical documentation, including user manuals, service bulletins, and troubleshooting guides.
• Experience in manufacturing, engineering, or customer service a plus.

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies.

Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Takes ownership; Drives positive change and challenges the status quo. Addresses issues with courage. Leads and behaves from an “enterprise first” perspective.

Managing People - Solicits and applies customer feedback (internal and external; Able to communicate and work with people from broad range of backgrounds – including tech service, customers, engineering, and upper management.

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.

Cost Consciousness - Works within approved budget; Conserves organizational resources.

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is:

• Regularly required to sit at a desk and work on a computer.
• Must be able to access and navigate the production facility.
• Must be able to lift 15 pounds at a time.
• In office position.

Hours of Work

• Varies as necessary.

Compensation Information:

Compensation: $65, 120- $97, 680