Our client, a well-established equipment dealer in California, is seeking a Product Support Specialist who’s passionate about product quality and proactive customer service. In this role, you’ll lead efforts to support and improve product performance in the field, ensuring customers have the knowledge and tools they need for maximum equipment uptime. You’ll also be actively involved in setting up, testing, and quality-checking machinery to ensure it meets top standards before it reaches customers.
Key Responsibilities:
- Act as a primary resource for customers, not only diagnosing and troubleshooting equipment issues but also providing proactive guidance on maintenance best practices
- Oversee product setup and pre-market testing, working directly with internal teams to verify quality and identify improvements
- Lead on-site training sessions, empowering customers with hands-on skills to maintain and troubleshoot equipment independently
- Serve as an internal product expert, collaborating with sales and service teams to address customer needs and technical challenges
- Guide customers on inventory management to ensure they’re stocked with essential parts, based on historical and seasonal demands
- Manage warranty processes by educating customers on warranty guidelines, conducting compliance audits, and processing warranty claims
- Champion the use of service parts, supporting customers with parts recommendations while working toward service sales goals
- Conduct quality control testing and coordinate with internal teams to resolve recurring issues and ensure top-notch product performance
- Actively communicate Voice of Customer (VOC) insights
- Partner with the service team on developing training and certification programs that enhance customer capabilities and product knowledge
- Support the sales team in achieving customer satisfaction and retention goals by aligning on commitments and building customer trust
A Few Qualifications:
- Bachelor’s Degree or equivalent experience
- 5+ years of experience in the heavy equipment industry
- Strong understanding of hydraulic, mechanical, and electrical systems with technical experience on relevant equipment preferred
- Excellent negotiation and communication skills across all levels of an organization
Apply using the link below or feel free to reach out directly to Amanda Thibault.
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