What are the responsibilities and job description for the Product Support Representative position at KIOTI Tractor?
PRODUCT SUPPORT REPRESENTATIVE
Department: Product Support
Reports to: Product Support Supervisor
Location: Wendell, NC
Position Status: Full Time
Status: Exempt
Management Level: Non-Management
JOB SUMMARY
The Product Support Representative position is responsible for assisting dealers and technicians with technical product questions on KIOTI tractors and equipment. This position provides in-depth troubleshooting support on compact construction, emissions, tier 4 & Stage V CRDI fuel systems, diesel engines, hydraulics, transmissions, HVAC, electrical, drivetrain, engine failure analysis, QA & rear mounted attachments. Individuals in the Product Support Representative position must have the ability and skill sets to clearly troubleshoot the above systems over the phone and computer. Effective communication of verbal and written technical information is essential. Individuals must display sound judgment and proper assessment of all factors when dealing with difficult situations and customers. This position is also responsible for the administration and adjudication of warranty claims on KIOTI products. Typing and computer skills are required for administrative duties.
KEY RESPONSIBILITIES OF JOB
Troubleshoot diesel tractor systems over the phone, email and through Salesforce with KIOTI dealers.
Troubleshoot diesel compact construction systems over the phone, email and through Salesforce with KIOTI dealers.
Clear communication of technical information on diesel tractor and CCE systems.
Understand all KIOTI diagnostics software with the ability to use if requested to do so.
Follow through with engine failure analysis and engine failure worksheets.
Coordinate and conduct technical training workshops through KIOTI University.
Reporting, tracking, and follow-up of technical issues to Engineering.
Be proficient with the parts ordering system.
Authorize warranty purchases depending on the parameters.
Follow warranty processes and procedures.
Perform key responsibilities with minimal supervision.
Be willing to take on extra responsibilities once presented.
Assist in testing and operating protype equipment.
EDUCATIONAL AND PHYSICAL REQUIREMENTS
High School Diploma or equivalent and a minimum of 3 years of related technical experience required
Mechanical aptitude and awareness of product performance/engineering standards.
MS Office skills required
Salesforce experienced preferred
Microsoft Dynamics SL preferred
CRM experience preferred
Strong verbal and written communication skills.
Prior experience working with a Learning Management System (LMS) or in a training environment preferred.
Salary.com Estimation for Product Support Representative in Wendell, NC
$66,366 to $93,747
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