Product Service Support Rep

GENERAL SUMMARY

The Product Service Support Representative, PSSR, is responsible for servicing and maintaining an effective support network in coordination with Duraco's Plant Manager.

FUNCTIONAL COMPETENCIES

• Support the general territory sales.
• Support the region sales managers, dealers, and end users for setup, training, repair, and delivery of equipment for new or existing customers in service, operations, and / or technical support.
• Train dealers and end users in the effective operation and service of Duraco product lines.
• Work with other plant personnel to achieve sales and shipment goals.
• Apply basic knowledge of electrical and power systems to ensure maximum productivity and safe operation including 120V-480V, single and three phase, and BUS communication systems.
• Ensure that all services to customers or company-owned equipment is completed efficiently, on time, and accurately according to specifications.
• Ability to take direction from product engineers to verify performance to specifications.
• Complete projects within performance standard guidelines in relation to repair time, quantity of repairs / labor efficiency and other measures.
• Contribute to work effectively with company personnel and customers, and promote excellent customer relationships at all times.
• Perform all duties in conformance to appropriate safety and security standards.
• Use typical mechanic and electrician tools and test equipment
• Troubleshoot equipment failures remotely and advise / make necessary repairs
• Dismantle, repair, and reassemble various electrical, hydraulic, pneumatic, and mechanical components of equipment
• Conducts machine testing, calibration, troubleshooting and repairs
• Understand and share knowledge about machine technical aspects (hydraulics, mechanical, etc.)
• Adjust functional parts of equipment and control instruments
• Perform routine inspections and preventive maintenance of equipment.
• Communicate with customers via person-to-person, phone, email and text
• Coordinate field testing applications with Plant Manager and Marketing
• Complete routine paperwork; track inventory usage; schedule travel arrangements for field calls when necessary
• May be required to fill out daily DOT logbook.
• Perform other duties as assigned.
• Adhere to the Company Safety policies.
• Adhere to the Company CARE Initiative : Commit, Accountability, Responsiveness, Effort
• Adhere to the Company Core Values : Performance Driven, Quality In All We Do, Act With Integrity And Professionalism, Collaborative Continuous Improvement, Be Safe, and Impress the Customer

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

EDUCATION and / or EXPERIENCE

One year certificate from college or technical school; or three to six months related

experience and / or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER SKILLS / CERTIFICATIONS

Basic knowledge of Windows operating platform and Microsoft Office including Word, Outlook and Excel.

CERTIFICATES, LICENSES, REGISTRATIONS

Must possess a Class B CDL or be able to attain one within 6-months of hire.

ADDITIONAL INFORMATION

Expected long distance travel 1-2 times per month. This position is not expected to spend weekends of the road for travel. The remaining time will be spent on local service calls, in shop repairs, and production.

A minimum of 2.5 years' experience in field service and support of goods in the construction industry.

Experience preferred in asphalt pavement maintenance and in working with distributors.

Experienced individual with good verbal and written communications, and interpersonal skills. Demonstrated ability to work in a team environment but possess a high degree of individual initiative.

Strong mechanical aptitude and problem-solving skills relating to equipment. Technical training a plus.

A background and drug screening will be conducted for employment purposes.