What are the responsibilities and job description for the Product Support Technician position at Mintex Technologies?
Job Summary
The Product Support role involves providing assistance and guidance to customers regarding products or services offered by the company. This position requires strong communication skills and a customer-centric approach.
Responsibilities:
- Manage Service region to deliver training programs for support staff to keep them updated on product features, troubleshooting techniques, and customer service best practices.
- Build and maintain strong relationships with Deka dealer technicians and branch management.
- Monitor product performance and gather customer feedback to identify areas for improvement.
- Develop and implement support strategies to enhance customer satisfaction and operation efficiency.
- Support dealers and customers by assisting with troubleshooting and installation activities.
- Review, and approve dealer submitted warranty claims
- Collaborate with third-party suppliers and OEM partner service and engineering groups.
- Address customer issues via phone, email, text, and in person.
- Responsible for meeting team targets and key performance indicators
- Responsible for coordinating travel arrangements and managing travel to a predetermined budget.
- Assist with manuals, support tool, knowledge-based troubleshooting, and frequently asked questions (FAQ) documents.
- Review DTC files, CAN logs, and other files to troubleshoot issues and drive Root Cause Analysis (RCA).
- Support test and validation with duplicating field issues to support SW & HW for root cause analysis.
- Work with Operations to ensure timely manufacturing and shipping of products.
- Read and comprehend instructions and follow established procedures to prevent errors and omissions.
- Provides advisory support and assistance to the department manager as needed.
- Participate in activities needed to support the management functions of the team.
- Follow all safety guidelines and operate in a safe manner.
- Physical presence on the job is essential including weekends and holidays if deemed necessary.
- Other duties as assigned by management.
Qualifications
Education and Experience
- Technical Training e.g. associates degree, ITT tech etc. desired
- 3 years of work experience in field service required
- Knowledge, Skills and Abilities
- Must be fluent in English and Spanish with effective written and verbal communication in both languages
- Customer facing role
- Capable of reading DTC codes, CAN logs, SW flash, and troubleshooting electronics and systems
- Proficient in Microsoft Office
- Must be flexible and adapt easily to change.
- Able to travel up to 80% of time. Travel to Mexico is required
- Organization and process oriented
Job Type: Contract
Pay: $25.50 - $30.88 per hour
Expected hours: 40 per week
Shift:
- Morning shift
Work Location: In person
Salary : $26 - $31
