Wacker Neuson Group

Technical Service Support Specialist III

The Technical Service Specialist III will support multiple Wacker Neuson product lines by providing repair assistance, after sales product support and communication to the Field Sales Force and Field Service Training network. The individual in this role will be considered a subject matter expert on multiple product lines through several business units within the Wacker Neuson product line. This position will also assist in warranty administration for domestic and international dealers.

Essential Duties and Responsibilities:

• Provides written and verbal repair assistance through the telephone, e-mail, the web or fax, in a customer friendly manner to worldwide Wacker Neuson customers.
• Receives, reviews, and processes dealer requests for equipment issues and escalates and evaluate the information to ensure eligibility.
• Interacts with lead factory technical support agents on complex issues.
• Document and record all activities as required by Wacker Neuson in assigned systems.
• Identifies commonly requested information from customers and authors short technical articles addressing the information.
• Provides after sales support for an assigned product or group of products through proper repair techniques, assistance with finding the appropriate spare parts.
• Coordinates the product training of other staff members on current and non-current products within your assigned product group.
• Identifies when a Technical Information Bulletin (TI) is required, the type of TI required for the situation.
• Authors TI’s to fulfill the needs of the business.

Job Description:

Repair Assistance:

• Provides written and verbal repair assistance through the telephone, e-mail, the web or fax, in a customer friendly manner to worldwide Wacker Neuson customers.
• Receives, reviews, and processes dealer requests for equipment issues and escalates and evaluate the information to ensure eligibility.
• Interacts with lead factory technical support agents on complex issues.
• Document and record all activities as required by Wacker Neuson in assigned systems.
• Identifies commonly requested information from customers and authors short technical articles addressing the information.

After Sales Support:

• Provides after sales support for an assigned product or group of products through proper repair techniques, assistance with finding the appropriate spare parts.
• Coordinates the product training of other staff members on current and non-current products within your assigned product group.
• Identifies when a Technical Information Bulletin (TI) is required, the type of TI required for the situation.
• Authors TI’s to fulfill the needs of the business.

Warranty and Product Quality Reporting:

• Assists in processing and approving warranties as necessary.
• Interacts with Technical Support Specialist I to inspect and analyze failed parts and communicate findings to customer.
• Interacts with Design Engineers, Product Managers and facilitates change through Product Development requests.
• Reports product issues to the Technical Service Manager, Quality Assurance and Design Engineering.
• Participates in quality meetings to provide product feedback to Wacker Neuson engineers.

Field Sales Force and Field Service Training Support:

• Provides technical information to the Field Sales Force and Field Service Trainers relating to assigned products.
• Participates in field sales and service functions.
• Travels with Field Service team members and participates in service schools.
• Assists with the Field Service Training seminars to provide knowledge about assigned products.

Industry and Technical Knowledge:

• Remains current with up to date knowledge on all Wacker Neuson equipment, parts, changes, improvements and equipment applications.
• Stays abreast of the latest computer technologies and become proficient in the use of programs and systems.
• Writes brief technical articles related to common questions on Wacker Neuson products to be used by both internal and external customers.
• Proficient with schematics to be able to diagnose equipment.
• Provides training to Technical Service Specialists I and II.

Special Projects:

• Develop and Evaluates the Aftermarket and Technical Services Group as necessary to attain goals and align with GIPI strategy.
• Participates in cross functional teams to perform system testing relating to software used by both internal and external customers.
• Develop and evaluate engineering in the development of equipment testing procedures.
• Other projects as assigned by the department manager.

Required Skills:

Qualifications: Additional years of experience or education may be substituted for each other as determined by Human Resources.

• A Bachelor’s Degree in a related business program or engineering is required.
• A minimum of 5 years’ experience of hands on mechanical / electrical experience in a related field, preferably in automotive, industrial, construction or agriculture industries.
• Proficient electrical and hydraulic troubleshooting skills.
• Knowledge of two cycle, four cycle, and diesel engines along with a good understanding of current emission control systems.
• Expert knowledge of hydraulic systems and ability to read schematics. Focus on mobile hydraulics similar to ones used in excavators and loaders.
• Expert knowledge of electrical systems and ability to read schematics.
• Excellent verbal, written and public speaking skills.
• Strong problem solving skills.
• Proficient computer skills including Word, Excel and PowerPoint.
• Ability to travel up to 10%, including globally.
• Passport required for global travel.

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