Recruiter :
Kevin Krisko
SUMMARY
The ICT (Information & Communication Technology) Product Support Specialist (ICT-PSS) represents the company at the dealership/customer level. This role is responsible for maintaining good relations between the company, Dealer technicians, RSM/RBM, and internal staff, in regards of the ICT construction product. The ICT-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
KNOWLEDGE/EXPERIENCE
The ICT (Information & Communication Technology) Product Support Specialist (ICT-PSS) represents the company at the dealership/customer level. This role is responsible for maintaining good relations between the company, Dealer technicians, RSM/RBM, and internal staff, in regards of the ICT construction product. The ICT-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 diagnosis and recovery support for ICT component issues (GNSS antennas, controllers, hydraulic control valves, etc.) that are difficult for dealer service staff to resolve.
- Provide technical support and expert troubleshooting skills to dealer, RSM/RBM, and internal/external 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
- Technical adjustment, Quality improvement work, and warranty adjudication with HCM, other OEMs, and vendors
- FIR/CRM case management with quality improvement
- Additional duties as assigned
- Travel required: 10-30%
KNOWLEDGE/EXPERIENCE
- 2+ years of practical working experience in the ICT construction industry
- 3+ years of practical working experience in product support is preferable
- Basic knowledge of Electric & Hydraulic systems
- 2D/3D Machine guidance/control experience and knowledge
- Surveyor / Assistant Surveyor Certification (Preferred)
- Electrician or Radio Operator Licenses (Preferred)
- Basic computer skills ( Microsoft Office and others )
- Clear and logical thinking and communication
- Work in both office and field environments (limited travel required)
- 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