Product Support Representative II

Job title : Product Support Representative II

Client : Heavy Machine Manufacturing Company

Duration : 01 year with possibilities of an extension

Location : Waterloo IA 50704

Description:

• Provides product and customer support or training for products services or initiatives and drives activities to improve reliability and serviceability of products.
• Resolves advanced product problems using known information & personal knowledge. Identifies advanced to moderately complex problems and may need to refer some of them to higher levels for resolution.
• Locates existing information from multiple sources to identify previously successful solutions to similar problems.
• Develops new solutions and provides product technical support to field teams channel partners customers on advanced problems; and coaches channel partners on the use of problem resolution tools.
• May participate in Product Improvement Program (PIP) development and on problem solving teams.
• Provide advanced research for Model Product Development Program (PDP) projects or product improvement programs within Product Support as requested.
• May develop and deliver technical training.
• Travels as necessary to collect failure data to provide problem definition on advanced problems.
• Duties: Provides product or technical support to field teams channel partners or customers on advanced problems. May include implementation of reimbursement policies and may include Parts or Marketing recommendations.
• May coach channel partners in use of problem resolution tool to promote selfsufficiency.
• Prioritizes problems and researches solutions authors and enters documentation on complex technical issues and solutions into database or for bulletin publication.
• May participate in development and/or execution of field programs for product nonconformance (Product Improvement Programs (PIPs) Field Intro Programs (FIPs)) and/or safety programs. May include translation activities in nonUnited States locations.
• In support of established processes may travel to the field or visit suppliers; to collect failure data to provide problem definition to assist in product tests or to collect market intelligence or competitive comparisons.
• May travel to the field to provide problem resolution on advanced problems.
• Develops and delivers training for products services or initiatives.
• May also develop technical promotional or marketing information and assist Marketing by representing Product Support at promotional events for branches or other channel partners.
• Participates in problem solving teams and provides advanced research for model product delivery processes or product development programs.
• May have specific responsibility for initial stock orders (ISOs) or ASSET (system that automatically orders special tools when a dealer orders a product for the first time).
• May assist in development of Parts and Service programs and pricing strategies.
• May provide work direction to contract employees or junior staff and may enter data for budget control and track expenditures.

Job Description:

• Join the team as a Machine Support Specialist for Large Tractors! This role involves using virtual tools to resolve technical issues leading collaborative training events and documenting communication with dealers and stakeholders.

Key Responsibilities:

• Utilize virtual tools (Case and Contact Management System (CCMS)) to communicate with dealers and other stakeholders to efficiently resolve technical large tractor issues.
• Lead and participate in collaborative training events to improve team dynamics as well as individual and team knowledge levels.
• Complete and document all relevant DTAC (Dealer Technical Assistance Center) case communication within the CCMS system.
• Properly code each case with correct Diagnostic Trouble Code (DTC) part number and NonConformance Corrective Action (NCCA) information to support downstream problem resolution activities.

Required Skills/Experience:

• Demonstrated professional communication skills with proven results both written and oral.
• Ability to work in a fastpaced environment and with metricdriven results.
• Demonstrated commitment to lifelong learning with the ability to understand complex systems.
• Proven ability to work collaboratively both in person and virtually.
• Attention to detail and accuracy.
• Ability to maintain a positive outlook within a fastpaced work environment.
• Willingness to travel up to 10% of the time.

Desired Skills/Experience:

• Experience working with CAN Communication Systems on vehicles.
• Experience diagnosing Electrical Hydraulic and Mechanical systems found on offroad equipment.
• Experience with 7R 8R and 9R tractors.
• Experience utilizing aftermarket software systems such as ServiceCenter Service ADVISOR Parts ADVISOR CCMS and various Tableau or PowerBI dashboards and reports.
• Ability to read and comprehend technical schematics theory of operation and diagnostic procedures.
• Experience with technical instruction and influencing without authority.

Education:

• 2 or 4year Degree in any technical software business or other related fields or equivalent related work experience.

Additional Information:

• Candidate will need metatarsal shoes for occasional time spent on the factory floor.
• Annual training events may require travel to other locations (e.g. Des Moines).
• May drive a Gator while inside the factory. May also drive a Tractor for training.
• Manager is open to recent graduates who have a technical background in agriculture or construction equipment and experience with electrical systems hydraulic systems and/or engines.
• Business casual dress code.
• Cross border work is not permitted for this role.

Note from the Hiring Manager: Candidates must have technical experience and a willingness to learn. The primary responsibility is problem resolution and answering cases.