Superior Diesel and Bell Power Systems are seeking a Product Support Representative to handle incoming service support requests, provide technical advice, and manage various product support functions for industrial and marine diesel engines.
Requirements
- understanding of industrial diesel mechanical products, technical operation, and warranty.
- Familiarity with the John Deere, Yanmar, Funk, and Kohler diesel engine products is a plus.
- Work with Engineering and Production to perform functional testing of product to meet application requirements as needed.
- Analyze data collected during testing.
- Issue and follow though all Return Material Authorization’s (RMA) to completion.
- Inspect and/or make determination on all returned RMA items so that all open RMA’s are current.
- Provide accurate warranty guidelines to customers including status and coverage.
Responsibilities
- Handle incoming service support request, phone, e-mail, electronic etc.
- Provide specifications, technical advice/troubleshooting to OEM, Dealers and Customers as needed.
- Arrange service support through the dealer network to meet customer expectations.
- Provide clear documentation of service supplied or action taken.
- Document issues and calls in our JD Edwards case management system.
- Work with Engineering, Production, Sales and Parts Teams on any identified areas of concern determined through service support actions.
- Manage assigned John Deere Dealer Technical Assistance Center (DTAC) cases.
Other
- This is a fast-paced Product Support team position that requires daily interaction with customers, Original Equipment Manufacturers (OEMs), Dealers, End Users as well as all internal company departments and personnel.
- A high level of clerical documentation and processing
- Some shop and/or field service is required.
- Training is available to the right candidate.
- Time to time individuals will be required to perform in field support potentially requiring extended travel, adverse conditions, lifting, awkward positioning and long hours.
