What are the responsibilities and job description for the Product Support Technician position at SUPERIOR DIESEL, INC?
Superior Diesel (www.sdiesel.com) and Bell Power Systems (www.bellpower.com) are one of North America’s largest, authorized value-add distributors of John Deere industrial and marine diesel engines, Kohler industrial diesel engines, and Zenith Spark Ignited industrial engines.
We are currently seeking a Product Support Technician to join our service team in Seville, OH. This is a fast paced Product Support team position that requires daily interaction with customers, OEM’s, Dealers, End Users as well as all internal company departments and personnel. A high level of clerical documentation and processing with an understanding of mechanical product, technical operation and warranty is a plus. Some shop and/or field service is required with acclimate weather and heavy lifting. Training is available to the right candidate.
- 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.
- Provide daily call report to all departments with a summary of key concerns in the CRM.
- Work with Engineering, Production, Sales and Parts Teams on any identified areas of concern determined through service support actions.
- Time to time individuals will be required to perform in field support potentially requiring extended travel, adverse conditions, lifting, awkward positioning and long hours.
- Manage assigned DTAC cases.
- Enter DTAC cases as needed for customer service.
- Assist Dealer with DTAC system needs.
- 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 through all RMA’s 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.
- Document all internally performed warranty claims for warranty submittal.
- Submit all warranty claims within 5 days of failure repair completion.
Knowledge, Skills and Abilities
- Must have mechanical/testing skills proven by verifiable and specific work experience
- A working knowledge of engine technology and industrial equipment
- Must have current computer skills relevant to the field of competence
- Must have ability to work within schedule and budget restraints
- Must have ability to maintain a professional demeanor
- Must have effective written and verbal communication skills
- Must have ability to maintain confidentiality
- Lift up to 50 pounds
- Travel independently
- Awkward mobility positions to work on engines
Competencies
- Ownership and Accountability
- Team work and collaboration
- Business discipline
- Sense of urgency
- Ability to find, read, and open drawings in CAD or SolidWorks is a plus
Education and Experience Required
- A 2 year Degree in a mechanical discipline preferred
- 1-2 years of experience of increasing responsibility will be considered
