Demo

Product Support Representative II

Three Point Solutions
Waterloo, WI Full Time
POSTED ON 4/3/2025
AVAILABLE BEFORE 4/29/2025

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 :

  • Join the team as a Machine Support Specialist for Large Tractors! This role involves using virtual tools to resolve technical issues leading collaborative training events and documenting communication with dealers and stakeholders.
  • Key Responsibilities :

  • Utilize virtual tools (Case and Contact Management System (CCMS)) to communicate with dealers and other stakeholders to efficiently resolve technical large tractor issues.
  • Lead and participate in collaborative training events to improve team dynamics as well as individual and team knowledge levels.
  • Complete and document all relevant DTAC (Dealer Technical Assistance Center) case communication within the CCMS system.
  • Properly code each case with correct Diagnostic Trouble Code (DTC) part number and NonConformance Corrective Action (NCCA) information to support downstream problem resolution activities.
  • Required Skills / Experience :

  • Demonstrated professional communication skills with proven results both written and oral.
  • Ability to work in a fastpaced environment and with metricdriven results.
  • Demonstrated commitment to lifelong learning with the ability to understand complex systems.
  • Proven ability to work collaboratively both in person and virtually.
  • Attention to detail and accuracy.
  • Ability to maintain a positive outlook within a fastpaced work environment.
  • Willingness to travel up to 10% of the time.
  • Desired Skills / Experience :

  • Experience working with CAN Communication Systems on vehicles.
  • Experience diagnosing Electrical Hydraulic and Mechanical systems found on offroad equipment.
  • Experience with 7R 8R and 9R tractors.
  • Experience utilizing aftermarket software systems such as ServiceCenter Service ADVISOR Parts ADVISOR CCMS and various Tableau or PowerBI dashboards and reports.
  • Ability to read and comprehend technical schematics theory of operation and diagnostic procedures.
  • Experience with technical instruction and influencing without authority.
  • Education :

  • 2 or 4year Degree in any technical software business or other related fields or equivalent related work experience.
  • Additional Information :

  • Candidate will need metatarsal shoes for occasional time spent on the factory floor.
  • Annual training events may require travel to other locations (e.g. Des Moines).
  • May drive a Gator while inside the factory. May also drive a Tractor for training.
  • Manager is open to recent graduates who have a technical background in agriculture or construction equipment and experience with electrical systems hydraulic systems and / or engines.
  • Business casual dress code.
  • Cross border work is not permitted for this role.
  • Note from the Hiring Manager : Candidates must have technical experience and a willingness to learn. The primary responsibility is problem resolution and answering cases.

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