Job Information
Taylor Defense Products Product Support Specialist 4489/3669/20833 in Louisville, Mississippi
This is a Job Description for an Product Support Specialist in Louisville, Mississippi
Summary: The Product Support Specialist will maintain a log of all calls from customer dealers, or SSI personnel who are seeking technical assistance. He/she may be required to prepare a parts list needed for repairs and prepare a proposal to the customer for cost. The incumbent will provide written reports to his/her supervisor of any unusual problem or malfunction of SSI equipment and the subsequent solution. He/she will follow up with dealers, customers, and field service operations to assure customer satisfaction of all repairs. The incumbent will make periodic reports to the Product Support Manager of requests for technical assistance and will recommend any training needs of servicemen based on his/her evaluation of the types of requests for technical assistance.
Duties & Responsibilities: Consults and coordinates with Manager and Assistant Manager to plan effective work and travel schedule, giving priority to Dealer/Customer needs, considering location of machine and availability of parts. Responds promptly and professionally to all service calls to solve Dealer/Customer problems, either through telephone technical advice or by physically going to site. Diagnoses machine malfunctions (electrical, mechanical, structural, hydraulic, and electronic) and failures in the field. Orders parts to repair and /or replace worn or defective parts. Reports and consults with Engineering, Manufacturing, and other Service personnel involved to prevent recurrence. Assists the Dealer/Customer in installation of special equipment and attachments foreign and domestic, adjusts devices and controls to correct malfunctions and keeps machine in operating condition. Inspects, operates, and tests machines on initial delivery and upon completion of any repair work to ensure proper operation of equipment and components. Uses handheld programmer and TICS display to set parameters on new Taylor Products (cranes, reach stackers). Accompanies the Dealer/Customer Service Personnel on service calls as required and may be required to train Dealer/Customer Service and Operators on Taylor Machines. Assists in formulating service policies of a technical nature. Call to Warranty Board for consultation dealing with warranty issues.
Requirements and Qualifications[]{#Hlk142289191}[]{#Hlk142304825}: Will Be Provided by Employer
Equal Opportunity/Affirmative Action Employer.