What are the responsibilities and job description for the Product Support Representative II position at Three Point Solutions?
Job title : Product Support Representative II
Client : Heavy Machine Manufacturing Company
Duration : 01 year with possibilities of an extension
Location : Waterloo IA 50704
Description :
- Provides product and customer support or training for products services or initiatives and drives activities to improve reliability and serviceability of products.
- Resolves advanced product problems using known information & personal knowledge. Identifies advanced to moderately complex problems and may need to refer some of them to higher levels for resolution.
- Locates existing information from multiple sources to identify previously successful solutions to similar problems.
- Develops new solutions and provides product technical support to field teams channel partners customers on advanced problems; and coaches channel partners on the use of problem resolution tools.
- May participate in Product Improvement Program (PIP) development and on problem solving teams.
- Provide advanced research for Model Product Development Program (PDP) projects or product improvement programs within Product Support as requested.
- May develop and deliver technical training.
- Travels as necessary to collect failure data to provide problem definition on advanced problems.
- Duties : Provides product or technical support to field teams channel partners or customers on advanced problems. May include implementation of reimbursement policies and may include Parts or Marketing recommendations.
- May coach channel partners in use of problem resolution tool to promote selfsufficiency.
- Prioritizes problems and researches solutions authors and enters documentation on complex technical issues and solutions into database or for bulletin publication.
- May participate in development and / or execution of field programs for product nonconformance (Product Improvement Programs (PIPs) Field Intro Programs (FIPs)) and / or safety programs. May include translation activities in nonUnited States locations.
- In support of established processes may travel to the field or visit suppliers; to collect failure data to provide problem definition to assist in product tests or to collect market intelligence or competitive comparisons.
- May travel to the field to provide problem resolution on advanced problems.
- Develops and delivers training for products services or initiatives.
- May also develop technical promotional or marketing information and assist Marketing by representing Product Support at promotional events for branches or other channel partners.
- Participates in problem solving teams and provides advanced research for model product delivery processes or product development programs.
- May have specific responsibility for initial stock orders (ISOs) or ASSET (system that automatically orders special tools when a dealer orders a product for the first time).
- May assist in development of Parts and Service programs and pricing strategies.
- May provide work direction to contract employees or junior staff and may enter data for budget control and track expenditures.
Job Description :
Key Responsibilities :
Required Skills / Experience :
Desired Skills / Experience :
Education :
Additional Information :
Note from the Hiring Manager : Candidates must have technical experience and a willingness to learn. The primary responsibility is problem resolution and answering cases.