PURPOSE and SCOPE

The Product Support Specialist acts as resident group technical expert for designated product(s). They maintain a high level of product knowledge and technical know-how, leveraging this to assist frontline employee’s. They own identification and management of technical issues related to their designated product(s), along with driving action within the organization to address them. They are responsible for the effective communication of relevant issue information between the global frontline team and the wider organization. Additional responsibilities include providing input to development teams on the new design projects, assisting with training/technical publication development, and technical mentorship to the broader company

PRIMARY JOB RESPONSIBILITIES

The following are the main job responsibilities and priorities for this position:

• Continuously develop and enhance product and application knowledge to act as the resident product support expert for the assigned product.
• Work with the Product Support Representatives, Supervisors, Territory Managers and Dealer Personnel to investigate and resolve technical field issues.
• Review and analyze Field Service Management (FSM) reports on a regular basis, determine trends and provide relevant reports.
• Provide product field performance issues and associated application conditions to the Design, Manufacturing, Quality and Supply Chain departments and propose corrective actions as appropriate.
• Gather, organize and quantify product field performance data to be available as a source of valuable information in support of current and future product investigations/initiatives/ modifications/etc.
• Work closely with engineering, manufacturing, purchasing to recommend design or process improvements.
• Participate in the New Product Development cross functional teams and provide the necessary support from a Product Support perspective.
• Support the handling of nonconformance system on an as required basis.
• Review and audit technical publications.
• As requested, participate in customer/dealer visits to support education, product sales, improvement initiatives and problem resolution.
• Develop and deliver technical training information to Dealers and Customers.

QUALIFICATIONS

Education and Experience

• Related University or College degree, or internship.
• 3 to 5 years of experience in a related field

Skills and Knowledge

• Good trouble shooting skills.
• Understanding of mechanical, electrical and hydraulic systems on mobile equipment.
• Farm background and understanding of agriculture equipment.
• Good communication skills; oral and written.
• Proficient in Microsoft Products including: Word, Excel, Outlook and PowerPoint.
• Good interpersonal skills.
• Strong customer relations management skills and proven ability to develop and maintain excellent relationships with staff and customers.
• Excellent problem-solving skills.
• Good planning and administration abilities.
• Ability to work in both team and individual situations.
• Ability to travel internationally; valid passport required.
• Must hold and maintain valid driver’s license and be able to cross Canadian US border.