Recruiter :
Kevin Krisko
SUMMARY
The Product Support Specialist (PSS) represents the company at the dealership/customer level. This role is responsible for maintaining good relations between the company, Dealer technicians, RSMs, and RBMs.
PSS assists our dealers in their efforts to provide top-quality service for the end users. They also focus on Product Improvement, dealer communication via FIR/CRM to resolve dealer and customer issues and concerns.
RESPONSIBILITIES
The Product Support Specialist (PSS) represents the company at the dealership/customer level. This role is responsible for maintaining good relations between the company, Dealer technicians, RSMs, and RBMs.
PSS assists our dealers in their efforts to provide top-quality service for the end users. They also focus on Product Improvement, dealer communication via FIR/CRM to resolve dealer and customer issues and concerns.
RESPONSIBILITIES
- Provide technical support and expert troubleshooting skills to dealers and dealer technicians, RSM/RBM, and other department staff.
- Improve customer response time to technical issues through the CRM/FIR
- Support the Dealer technicians as required.
- Provide efficient, effective response to technical questions from dealers
- Warranty adjudication with HCM, Tierra, other Vendors, and dealers
- Quality improvement work with HCM and its OEMs
- FIR/CRM case management with quality improvement
- Additional duties as assigned
- Travel required: 10-30%
- Manage response time on FIR / CRM cases
- Warranty claim judgement speed (days)
- Warranty acceptance ratio by Dealer/Product
- Service campaign completion ratio
- Technical Support call logs
- 3+ years of practical working experience in product support
- Basic computer skills (Microsoft Office and others)
- Clear and logical thinking and communication through HCMA reporting format
- Work in both office and field environments (limited travel required)
- Positive attitude and disposition, Detail-oriented
- Passion for Education/Instruction (Teaching Skills), Root cause analysis
- Logical and forward thinking
- Customer Interest First, Team player
- Effective communication
- Reporting, Microsoft Office