Product Specialist

COMPANY OVERVIEW

Oxbo is the worldwide leader in specialty harvesters. We design, manufacture, and distribute innovative harvesting equipment and related products for the application, berry, citrus, coffee, field corn, forage, fresh market vegetable, olives, processed vegetable, seed, and vineyard markets.

POSITION OVERVIEW

The Product Specialist provides global product focused support for designated manufactured and/or retailed products, serving the organization as a product expert. In this role, the Product Specialist utilizes product and industry knowledge to collaborate in all facets of the product life cycle to ensure customer satisfaction while maintaining profitability. The Product Specialist has primary responsibility for the documentation of service and end user issues/concerns and the communication of these to all other functions within the company for the purpose of product improvement. The Product Specialist assists with troubleshooting/problem solving and problem resolution in cooperation with marketing, technical service, engineering, and others as needed. To be effective, the Product Specialist works collaboratively with other departments, dealer personnel and end users. The Product Specialist develops and maintains a product support knowledge base and training material for all assigned products and facilitates communication between the field and other company functions such as marketing, manufacturing, and product development. Duties are performed either at our location, other Oxbo locations or at the customer’s site.

ESSENTIAL FUNCTIONS

Technical Support:

· Identifies, consolidates & prioritizes current product quality and reliability issues coming from the field & through analysis of warranty reporting tools. Analyzes warranty claims/data/statistics to quickly identify emerging issues to create technical improvement projects.

· Leads Top Issue Resolution team, including identification and initial prioritization of issues.

· Creates and maintains the Top Ten Issue list and sets prioritization.

· Coordinates service support readiness for the release of new products and model year changes.

· Represents product support on project teams for new equipment as assigned.

· Leads the development and distribution of service bulletins with engineering support and collaboration. Coordinates corresponding field update campaigns.

· Develops knowledge base content and troubleshooting guidelines, including theory of operation summaries.

· Develops training programs as assigned, focusing on specific skill sets necessary based on product offerings that include but are not limited to; online, video, and in-person training where appropriate.

· Provides technical and product training to Oxbo’s internal service staff, Oxbo support channels, dealers, and customers.

· Serves as the primary point of contact for dealers and service departments requiring technical support on assigned products.

· Manages incident report process. Solicits and reviews reports, communicates and leads problem resolution with other departments.

· Develops pre-delivery inspection processes and updates as necessary.

Parts & Publications:

· Provides parts inventory recommendations on new equipment.

· Collaborates on parts forecasts based on field use and failure observations.

· Assists Publications staff with the development of parts and operators’ manuals, providing feedback based on field and customer experience.

· Develops and documents optimum adjustment guides for equipment.

· Assists in developing and managing resources available in the online product support library.

Engineering:

· Represents product support in new product development processes including product definition and design review.

· Participates in product validation and verification processes. Assists in testing, coordinating tests with customers and ensuring proper field DRL entries.

· Collaborates with PV&V Engineering staff to conduct serviceability audits, writing and approving closure of serviceability DRL’s.

· Supports product maintenance efforts through incident reporting, model year input, and root cause analysis and support.

· Assists with prototype assembly process.

· Participates as a member of the PLT (Product Leadership Team) teams for assigned products.

Sales & Marketing:

· Channels feedback from customers and field experience to Sales & Marketing staff to assist with product development and model year revisions. Focus areas to include reliability, maintenance, and performance parameters.

· Assists with product demonstrations of new equipment at customer sites, field days, open houses and trade shows as needed.

· Assists with the development of training material for sales staff, dealer sales staff, and customers.

· Maintains an understanding of the marketplace, contributing feedback on competition and other factors based on field and customer needs.

Other:

· Provides support on special projects.

· Supports effective and efficient business practice.

· Embraces and follows all safety policies, procedures, and programs.

· Maintains positive business relationships, good attendance, punctuality, and acts in accordance with all company policies and procedures.

· Assumes responsibility for related duties as required or assigned.

MINIMUM QUALIFICATIONS

· High School Diploma plus 6 years’ experience in the agricultural machinery or heavy equipment industry – OR – Bachelor’s degree in Mechanical Engineering, Agricultural Engineering, or related field, plus 2 years’ experience in the agricultural machinery or heavy equipment industry.

· Proven experience in technical support or a similar role, preferably in the agricultural machinery industry.

· Understanding of agricultural business environment and issues.

· Commitment to providing excellent service to both internal and external customers.

· Strong data management, analytical, and problem-solving skills.

· Demonstrate exceptional organizational skills.

· Ability to travel internationally and work varied hours based on seasonal support needs.

· Proficient in using basic computer applications, including Microsoft Office

· Good understanding and ability to execute fundamental math concepts

· Ability to manage multiple priorities

· Strong organizational and time management skills

· Ability to analyze, solve problems, and make decisions

· Effective verbal and written communication skills

· Ability to work collaboratively with team members

· Must have a valid driver’s license and ability to drive a company vehicle.

· Must be willing and able to drive for work on a regular basis.

PREFERRED QUALIFICATIONS

· Bachelor's degree in Mechanical Engineering, Agricultural Engineering, or a related field.

· Previous experience as a Service Technician for agricultural machinery or heavy equipment

· 5 plus years of experience in an Industrial Manufacturing Setting

· Experience in diesel engine troubleshooting and maintenance

Job Type: Full-time

Pay: $80,000.00 - $115,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• Weekends as needed

Experience:

• agriculture: 2 years (Required)
• technical support: 2 years (Required)
• heavy equipment: 2 years (Required)
• manufacturing: 5 years (Preferred)
• diesel enginer repair: 1 year (Preferred)

Language:

• Spanish (Preferred)

License/Certification:

• driver's license (Required)

Work Location: In person

Salary : $80,000 - $115,000