What are the responsibilities and job description for the Technical Support Specialist position at Metalcraft of Mayville, Inc.?
Overview
Reporting to the Regional Distribution Center Manager for Scag Power Equipment in our Brandon, Mississippi office, this employee will be working with our SCAG customers and dealers, and maintaining additional documents and processes.
Responsibilities
Customer Support
- Handle customer technical support calls, e-mails, phone calls, etc.
- Handle Pro-Gold Dealer contacts.
- Communicate with and assist Scag Territory Managers with service, warranty and parts concerns as needed.
- Assist distributors, dealers and end users with machine troubleshooting, parts questions and concerns.
- Management, distribution, resolution of any complaints.
- The right candidate may have the opportunity to manage a group of Field Service Technicians.
Warranty
- Check in all parts being returned for warranty credit.
- Assist with review online warranty claims and process for warranty credit (daily).
- Assist with maintaining Flat Rate Labor Chart and apply flat rate times to new product.
- Issue distributor RGA number for warranty – when applicable.
- Provide distributors and dealers warranty policy adjustment authorization – when applicable.
Miscellaneous
- Data entry when applicable.
- Participate in distributor and dealer training seminars.
- Assist with creation, development, distribution of training materials.
- Assist with improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations.
- Additional duties as assigned.
Qualifications
Must possess excellent communication skills (written, verbal, and presentation).
Must be detailed-orientated, organized, and able to multitask on various projects.
Must be self-motivated and demonstrate the ability to work autonomously and with energy and purpose.
Works well in a cross-functional team environment, must be a team player and customer focused.
Ability to create an environment of trust and always exhibit a positive attitude.
Associate Degree in Technical Service or equivalent combination of education and experience in related field preferred;
A minimum of 2-3 years of related experience;
High School Diploma
Metalcraft of Mayville is an Equal Opportunity Employer:Minorities, Women, Veterans, Disabilities
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