Product Support Associate

POSITION TITLE: Product Support Associate

FLSA STATUS: Full Time

REPORTS TO: Service Manager

SALARY RANGE: $20.00-$27.00/ Hour

REVISED: March 8, 2024

PRIMARY RESPONSIBILTIES

The Product Support Associate takes phone calls and emails from Winco dealers and owners of Winco Generator Sets, and assists customers with troubleshooting and repair of Winco Generator Sets and Accessories based on symptoms. This includes various components and systems such as Engines, Generator Ends, Control/Monitoring Systems, and Electrical Power Distribution Systems/Switchgear. The Product Support Associate will gather and provide thorough documentation and customer feedback of issues to be entered into company databases. The Product Support Associate will treat customers with complete dignity and respect at all times. The Product Support Associate has a real stake in maintaining Winco’s good name, and must take ownership of each product failure and help follow through until the problem is resolved. This position does have the potential for future growth and promotion, and the opportunity to participate in developing and conducting dealer training.

JOB INTERACTIONS AND INTERFACE

This role interacts with internal staff in all departments as necessary.

DUTIES / RESPONSIBILITIES

ESSENTIAL FUNCTIONS

Provide excellent telephone skills – customer oriented and pleasant to work with

Execute perfect working knowledge of generators and generator design, basic electricity and electrical wiring

Assist customers with after sales support, troubleshooting, and technical questions

Problem solving ability – Provides solutions

Work well in a team environment and cross train as needed

Backs up other service department duties as necessary

Other duties as assigned by Service Manager

PREFFERED QUALIFICATIONS

Working knowledge of troubleshooting diesel and spark ignited engines

Working knowledge of AC and DC electrical theory

Familiarity with MS Outlook and Office Suite

Familiarity with Epicor ERP System a plus

Ability to organize and submit completed paperwork

Technical School Certificate or Degree

Mechanical/Electrical Certifications are a plus