Technical Support Specialist (Balers & Mergers)
POSITION EXPECTATIONSSolve dealer service with urgencyWorking knowledge of complete Kuhn North America product line and service needsServe as the technical expert on his/her assigned product line(s)Helpful and favorable image of CompanyTreat people fairlyConfidentiality of Company informationContinuously improve systemsESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
Other duties may be assigned.
Serve as the technical expert for all after sale service issues for the assigned KNA product line(distributed hay tools, fertilizer spreaders, feedm mixers, etc.
)In addition, resolve dealer complaints or problems concerning company products for other product lines in a back-up role.
Diagnose, qualify and quantify service and performance issues for the assigned product line(s).
Review and process all warranty claims for assigned product lineMaintain warranty records (complaints, service calls and claims) and distribute related reports to applicable departments.
Collaborate with Product Management, Engineering, and Operations departments or other assigned factory contacts to develop solutions or action plans to solve service issues.
Communicate machine corrections and issues to KNA personnel and the KNA dealer network through Service Bulletins and/or Technical Improvement Programs.
Develop and conduct training presentations aimed at teaching KNA employees and dealer personnel on the proper set-up, maintenance and service of current and newly introduced products for the assigned product line.
Develop service instructions for the assigned product line(s)Participate in NPI (New Product Implementation) projects by sharing product service issues and concerns for the assigned product line.
Partner with Parts Department personnel to develop and maintain the recommended parts stocking lists for each machine in the assigned product line.
Regularly review Parts Manuals for machines within assigned product line and recommend updates and improvements.
Review Operator Manuals for product service content for each product in the assigned product line and recommend additions or modifications.
Provide input into the feasibility of Special Sales Requests (SSRs) to ensure that product support can properly support the product in the field.
Maintain good knowledge of the service and maintenance requirements and field issues of competitor s products for your assigned product line.
Participate in the Company s team process to develop and improve service processes and procedures.
Continually strive to find better ways to complete tasks and be the best in the industry.
Maintain work area in a clean and orderly fashion and conform to all quality and safety procedures.
QUALIFICATION REQUIREMENTSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorilyThe requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience - An associate s or bachelor s degree in agricultural mechanics or agricultural engineering technology is preferredThe position requires knowledge and skills in the areas of customer service, mechanics/repair, electronics, hydraulics, welding, and torch cuttingApplication knowledge and experience in word processing (Word), spreadsheet applications (Excel), database management (Lotus Notes), presentation software (PowerPoint)Internet, and e-mail is preferred.
Recommended Skills Agricultural Engineering Agriculture Claim Processing Customer Service Databases Electronics Estimated Salary: $20 to $28 per hour based on qualifications.
Other duties may be assigned.
Serve as the technical expert for all after sale service issues for the assigned KNA product line(distributed hay tools, fertilizer spreaders, feedm mixers, etc.
)In addition, resolve dealer complaints or problems concerning company products for other product lines in a back-up role.
Diagnose, qualify and quantify service and performance issues for the assigned product line(s).
Review and process all warranty claims for assigned product lineMaintain warranty records (complaints, service calls and claims) and distribute related reports to applicable departments.
Collaborate with Product Management, Engineering, and Operations departments or other assigned factory contacts to develop solutions or action plans to solve service issues.
Communicate machine corrections and issues to KNA personnel and the KNA dealer network through Service Bulletins and/or Technical Improvement Programs.
Develop and conduct training presentations aimed at teaching KNA employees and dealer personnel on the proper set-up, maintenance and service of current and newly introduced products for the assigned product line.
Develop service instructions for the assigned product line(s)Participate in NPI (New Product Implementation) projects by sharing product service issues and concerns for the assigned product line.
Partner with Parts Department personnel to develop and maintain the recommended parts stocking lists for each machine in the assigned product line.
Regularly review Parts Manuals for machines within assigned product line and recommend updates and improvements.
Review Operator Manuals for product service content for each product in the assigned product line and recommend additions or modifications.
Provide input into the feasibility of Special Sales Requests (SSRs) to ensure that product support can properly support the product in the field.
Maintain good knowledge of the service and maintenance requirements and field issues of competitor s products for your assigned product line.
Participate in the Company s team process to develop and improve service processes and procedures.
Continually strive to find better ways to complete tasks and be the best in the industry.
Maintain work area in a clean and orderly fashion and conform to all quality and safety procedures.
QUALIFICATION REQUIREMENTSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorilyThe requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience - An associate s or bachelor s degree in agricultural mechanics or agricultural engineering technology is preferredThe position requires knowledge and skills in the areas of customer service, mechanics/repair, electronics, hydraulics, welding, and torch cuttingApplication knowledge and experience in word processing (Word), spreadsheet applications (Excel), database management (Lotus Notes), presentation software (PowerPoint)Internet, and e-mail is preferred.
Recommended Skills Agricultural Engineering Agriculture Claim Processing Customer Service Databases Electronics Estimated Salary: $20 to $28 per hour based on qualifications.
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