Contact H&A for Details

Position Details & Responsibilities

Summary: As a member of the "Rapid Response Team" your primary responsibility will be to provide our customers high quality problem resolution and preventive techniques for maintaining all company`s equipment. Effective training is the key component of this position. Training in the field and at corporate will be required. Support will be a combination of in-house phone support and field support. Collecting and analyzing data is also a key component of this position. The overall goal of this team is to establish a "World Class" service organization that is integral to the overall success of our company. Ability to troubleshoot and resolve equipment issues both on-site and remotely is a critical success factor of this role.

Essential Duties and Responsibilities:

• Provide technical information and troubleshooting support to dealers. Resolve technical issues and follow-up on unresolved issues
• Report technical issues involving quality, reliability, durability and safety via service call report forms or other designated reporting format. Report market, distribution, application and customer issues
• Installs new or modified equipment at customer`s location to ensure full functionality according to specifications
• Participate in problem resolution activities with Engineering and other personnel to drive quick resolution and minimize customer downtime
• Conducts service schools for equipment distributors. Must be able to train groups of Dealer techs and / or customers
• Conducts training of safe equipment operation to trainees, dealers, and customers
• Problem solving - identifies and resolves problems in a timely manner
• Responds promptly to customer needs, responds to requests for service and assistance

Please reach out to Kingston Wynn at KingstonW@herkandassociates.com for more information.

Qualifications

Education and Experience:

• Three (3) to five (5) years` experience in technical customer support management with heavy equipment (paving, construction, or other related industry)
• Training experience required
• Technical certifications or a degree is a plus
• Excellent communication skills
• Understanding of PC Hardware/Software (Windows, MS Office Suite, Lotus Notes) including knowledge of Internet usage

Travel

• Willingness to travel extensively to support business
• Frequent overnight stays and willingness to stay and complete the task