Product Support Representative – Mining Equipment

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 troubleshooting 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.

The Tech Support Expert provides technical support and assistance to our Mining operations, troubleshooting and diagnosing issues (on-site as needed) on Hitachi mining equipment.

DUTIES

• Assist with warranty claims 1st judgement and other items, as needed.
• Provide expert technical phone support and corresponding call logs.
• Trouble shooting and problem-solving as required (First Incident Response/FIR response/answer).

REQUIREMENTS

• 5+ years practical working experience in Product Support.
• Basic knowledge of hydraulics and electrics for hydraulic excavators and wheel loaders.
• Proficient with Microsoft Office Suite.
• Data analysis skills preferred.
• Additional duties as assigned/needed.

QUALITIES

• Effective communicator with excellent customer service skills
• Team player and detail-oriented problem-solver.
• Positive attitude and disposition with forward-thinking mindset.