SUMMARY The Product Support Specialist (PSS) represents the company at the
dealership/customer level. This role is responsible for maintaining good relations between the company, Dealer technicians, RSMs, and RBMs.
PSS assists our dealers in their troubleshooting efforts to provide top-quality service for the end users. They also focus on Product Improvement, dealer communication via FIR/CRM to resolve dealer and customer issues and concerns.
The Tech Support Expert provides technical support and assistance to our Mining operations, troubleshooting and diagnosing issues (on-site as needed) on Hitachi mining equipment.
DUTIES- Assist with warranty claims 1st judgement and other items, as needed.
- Provide expert technical phone support and corresponding call logs.
- Trouble shooting and problem-solving as required (First Incident Response/FIR response/answer).
REQUIREMENTS- 5+ years practical working experience in Product Support.
- Basic knowledge of hydraulics and electrics for hydraulic excavators and wheel loaders.
- Proficient with Microsoft Office Suite.
- Data analysis skills preferred.
- Additional duties as assigned/needed.
QUALITIES- Effective communicator with excellent customer service skills
- Team player and detail-oriented problem-solver.
- Positive attitude and disposition with forward-thinking mindset.
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