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Product Support Representative - NE Direct Hire

LiuGong North America

Position Details & Responsibilities

Product Support Representative - NE

FLSA Status: Exempt – Salary Competitive

 Location: NE (Remote (work from home and travel to customer sites)

 Currently, Liugong North American seeks a Product Support Representative for Northeast US and surrounding regions.  We seek a candidate who possess the mechanical experience to assess, diagnosis and resolve mechanical issues on our product line of Wheel Loaders, Hydraulic Excavators, Dozers, and Forklifts.  Strong technical knowledge of similar product line is required as the candidate will be interfacing with client base and other Liugong and Dressta subject matter experts.

Want to know a little about Liugong? LiuGong North America (LGNA) is a subsidiary of Guangxi Liugong Machinery Co, LTD, that is headquartered in China, its US location, LiuGong North America (LNGA) is located in Katy, Texas. (This position will reside at candidate’s location with extensive travel to customer locations within the region.)  LGNA manufactures heavy construction equipment, such as Wheel Loaders, Hydraulic Excavators, Dozers, and Forklifts machinery and forklifts for material handling. 

Summary

The Product Support Representative (PSR) is responsible for providing product support in the assigned territory. The PSR is the factory OEM representative to the LiuGong and Dressta dealers as well as Liugong’s end use customers. The candidate will assess, diagnosis and resolve mechanical issues on our product line of Wheel Loaders, Hydraulic Excavators, Dozers, and Forklifts.

Essential Duties and Responsibilities include the following:

  1. Create field reports of quality issues to determine root cause of issues. Communicate with regional and head quarter personnel to obtain required information as necessary.
  2. Create, follow and appropriately manage prioritized list of quality issues for resolution.
  3. Provide oversight in Dealer Development activities for After Sales Parts & Service growth.
  4. Work and communicate in a professional way that fosters teamwork and good moral. Respect others at all times.
  5. Monitor weekly aging unresolved SIOT technical issues and prioritize accordingly. Assist factories in achieving the
  6. Assist with dealer and field staff requests for technical service solutions. Repair and response time being the highest priority at all times.
  7. Work closely with Warranty Department and Parts Department for unified Parts, Warranty and Service support
  8. Provide factory support for dealers and manage the application of goodwill to solve commercial issues and maintain customer satisfaction
  9. 50% or more travel is required as candidate will travel to customer locations to service equipment.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Other Responsibilities

  • Meeting and exceeding annual goals for customer satisfaction.
  • Strong problem solving ability.
  • Enhance LiuGong’s integrity with colleagues, customers and competitors.
  • Develop a reputation with others as a valued team player
  • Advanced hydraulic, electrical and mechanical understanding and troubleshooting
  • Dealer development and satisfaction.

 

Qualifications

Skills and Qualifications

  • Bachelor’s degree and a minimum of 5 years’ experience in managing Service Operations either at the Dealer or OEM level. Bachelor’s degree requirement may be waived for a minimum of 10 years’ experience.
  • Must have excellent problem solving, negotiating, and oral and written communication skills.
  • High level of technical experience with construction machinery.
  • Proven leadership and problem-solving abilities.  
  • Collaborative working style with strong capability to work with multicultural teams.
  • Excellent oral and written communication skills.
  • Must be proficient in the use of computers, electrical and Hydraulic theory.

 

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.

Job Knowledge - Competent in required job skills and knowledge of heavy mechanical, electrical and hydraulic theory; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.

Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.

Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service ; responds to requests for service and assistance; meets commitments.

Communications - Expresses ideas and thoughts verbally in a proficient manner; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Cooperation - Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.

Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.

Personal Appearance - Dresses appropriately for position; keeps self well groomed.

Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals.; completes tasks on time or notifies appropriate person with an alternate plan.

Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

Safety and Security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The 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 - Bachelor’s Degree and minimum of 5 years’ experience in Field Service Operations or Product Support and Dealer Technical Support either at the Dealer or OEM level in the earthmoving construction equipment industry or a combination of education and experience.

Language Skills - Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.  Ability to effectively present information to top management, public groups, and/or boards of directors.

Mathematical Skills - Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability - Able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills To perform this job successfully, an individual should have knowledge of Internet software; manufacturing software and spreadsheet software.

Certificates, Licenses, Registrations Current drivers` license.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk and sit, use hands to finger, handle, or feel; reach with hands and arms.  Employee is regularly required to climb, bend, squat, kneel and occasionally to smell. The employee must frequently lift and/or move, requiring twisting or turning up to 25 pounds and occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision and peripheral vision.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly exposed to moving mechanical parts. The employee is occasionally exposed to wet and/or humid conditions; fumes or airborne particles and outside weather conditions. The noise level in the work environment is usually loud.

 

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

 

 

 




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