Duties: Following the Problem Resolution Process, takes a lead role in troubleshooting and solving complex problems for field teams, channel partners, or customers using advanced diagnostic skills, and systems and tools to access all existing published information. Under the framework of established processes, takes a lead role in analyzing data from multiple sources within and outside and works through cross-functional teams to resolve technical problems on new products. May develop and author solutions/bulletins for complex problems that can be utilized by field teams or channel partners. In a factory environment, under direction, may be responsible for Product Improvement Program (PIP) development and implementation. Provides feedback regarding product performance, deficiencies and customer requirements. This may include maintenance of reporting and monitoring tools and participation in Product Development Process (PDP) and/or Early Detection Problem Resolution (EDPR) teams. May track competitive activity. May develop Parts and Service Programs and pricing strategies. Adapts, develops and delivers technical training for complex products, services or initiatives for field teams and channel partners. May monitor results and identify gaps. Under direction and utilizing the established processes may be responsible for identifying requirements for publications; and liaison with publications groups. May travel to the field to provide problem resolution on complex problems. May assist on territory including support of marketing and/or quality department activities. Proactively identifies own training needs to maintain current on product enhancements: attends appropriate training as needed. May assist less experienced Product Support Reps in this regard.

Job Type: Contract

Salary: $25.00 - $28.00 per hour

Expected hours: 40 per week

Experience:

• Product Development Process: 3 years (Preferred)
• Tier II Support: 3 years (Preferred)

Work Location: On the road