The Product Support Representative role is looking to solve the business problem of providing efficient issue resolution to Authorized Service Providers, Dealers, and Customers for Genie products, which is a part of Terex Corporation.
Requirements
- Technical knowledge of aerial work platforms.
- Hands-on knowledge of Genie products is preferred.
- Ability to explain technical and mechanical concepts to customers.
- Proficient with MS Office including Excel, Word and PowerPoint.
- Proficient in the use of equipment, tools and technology needed to troubleshoot and repair AWP products. (computers, hand tools and digital devices)
- Ability to learn and maintain a broad knowledge of the manufacturer’s new and recent products.
- English and Spanish language skills are a plus.
Responsibilities
- Receives calls from customers on equipment operating troubles. Interview customers to understand the operating symptoms, then advises the customer of the course of action by explaining the possible solution and the steps that must be taken to restore equipment to safe and efficient operation.
- Receive inquiries from customers to obtain warranty and operating information on Genie products. Supply information to the customer verbally, in writing, or by sending materials that respond to the request.
- Identify parts and supplies that the customer must have to restore equipment to a safe operational level.
- Communicate information on equipment problems or potential enhancements to other teams within the company.
- Occasionally prepares and delivers formal training to customers in the safe operation, maintenance, and care of equipment to assure desired operating level and warranty compliance.
- Performs other duties as assigned that support the overall objective of the position.
- May travel to customer locations on an occasional basis, overseeing and repairing operational problems with Genie products.
Other
- 3+ years’ experience within the Technical Service business within the heavy equipment or similar industry.
- Ability to work and organize with minimal guidance based on a good service-oriented attitude.
- Good verbal and written communication skills.
- Ability to manage expectations and effectively convey customer needs to colleagues and functions throughout the company.
- Must be a team player and 100% results orientated and ability to work under pressure
