What are the responsibilities and job description for the Technical Service Specialist II position at Wacker Neuson?
JOB DESCRIPTION:
Technical Services Specialist II
As a Technical Services Specialist II, you will support Wacker Neuson product lines by providing repair assistance, after sales product support and communication to the Field Sales Force and Field Service Training network. This position will assist in warranty administration for domestic and international dealers. You will be the driving force behind Wacker Neuson America's Service Strategy and Execution and be a one-stop-shop for all questions, ideas, suggestions, and requests about our products from within the Field Sales Force and Field Service Training network.
Who is Wacker Neuson?
Wacker Neuson manufactures light and heavy equipment for construction, landscaping, agriculture, recycling, energy, and rail industries. Excavators, dumpers, loaders, concrete technology, generators, and saws make up just a portion of the company's product portfolio. Besides, the company offers attachments and accessories for products to help deliver optimal solutions. Wacker Neuson has three business segments: Compact Equipment (approximately half of the total revenue), Light Equipment, and Services. The company offers a range of services, spare parts, and rental equipment through sales and service stations strategically placed around the world.
Offering customers across the globe a broad portfolio of construction equipment, spare parts and related services, Wacker Neuson has been known for reliability and innovation since the company's inception in 1848.
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.
- 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.
- Assists in identifying when a Technical Information Bulletin (TI) is required, and the type of TI required for the situation.
- 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.
- 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.
- 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 becomes proficient in the use of programs and systems.
- Supports and assists the Aftermarket and Technical Services Group as necessary to attain goals and align with GIPI strategy.
- Other projects as assigned by the department manager.
- Performs all job functions is a safe manner and maintains safety awareness.
- Reports known accidents, injuries and unsafe practices and/or conditions to supervisor.
REQUIRED SKILLS:
- An Associate’s Degree in related field is required. A Bachelor’s Degree in a related business program or engineering is preferred.
- A minimum of 3 years’ experience of hands on mechanical / electrical experience in a related field, preferably in automotive, industrial, construction or agriculture industries.
- Excellent electrical and hydraulic troubleshooting skills.
- Knowledge of two cycle, four cycle and diesel engines. Understanding of current emission control systems is a plus.
- Strong knowledge of hydraulic systems and ability to read schematics. Focus on mobile hydraulics similar to ones used in excavators and loaders.
- 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.
CONTACT:
Mark Boeder
Sr Manager, Talent Acquisition
Wacker Neuson America Corporation
PHYSICAL DEMANDS AND/OR WORK ENVIRONMENT:
Salary : $54,800 - $69,400