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Product Support Specialist H&A Recruiter

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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.


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


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

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