Customer Support Specialist

Company

Yanmar Compact Equipment North America Inc. (YCENA) designs, manufactures, and supports a complete range of compact equipment — including compact track loaders, mini excavators, wheel loaders, and construction equipment — for use in markets such as construction, landscaping, utility, land management, and agriculture. Products are sold primarily through a third-party independent dealer network across North America.

Overview

Customer Support Specialists are responsible for product support functions, customer and dealer support. This position will work closely with the dealer networks as well as quality, manufacturing, and engineering. 

Responsibilities

• Provide Service and aftermarket support to dealer network.
• Diagnose and repair machines remotely.
• Provide training to dealer personnel.
• Work with dealers to ensure proper tooling, training, and capability to effectively repair and service YCENA products.
• Works closely with the manufacturing facility to resolve issues and make recommendations for design enhancements.
• Liaison between YCENA and dealers to solve customer issues rapidly and most effectively.
• Establishes and maintains positive working relationships with all customers.
• Work closely with Parts, Warranty, and Sales teams 
• Dealer guidance and training 

Job   Requirements

Please specify all job requirements below. Please add rows as required. 

Education/Formal Training 

• 2-year Technical Diploma or Associate’s Degree in related field
• 3-5   years or more related experience or an equivalent combination of education, experience, and factory sponsored training in the heavy equipment construction environment.

Professional   Expertise/Skills 

• 3-5 years of experience and/or working knowledge of the operational characteristics of construction equipment and understanding of documentation.
• 1-3 years of experience in identifying and resolving operating problems or causes by diagnosing and identifying symptoms, troubleshooting, and problem solving.
• 1-3 years’ experience in a customer facing environment
• 1-3 years MS Office (word, excel, outlook).

Methodical   Expertise

• Knowledge of business operating systems preferred (Epicor ERP, TWS Warranty System).
• Strong orientation towards quality, safety, and continuous improvement.
• Strong computer skills.

Personal Skills 

• Demonstrated problem solving skills.
• Functions independently within context of day-to-day activities. 
• Able to travel, up to 25% of the time.
• Able to travel internationally.
• Able to work 40+ hours per week depending upon workload.

Social Skills 

• Strong orientation towards quality, safety, and continuous improvement.
• Excellent communication skills; both written and oral
• Able to gather and analyze relevant information and coordinate work with other team members. 

Management scope and leadership skills 

• Coaching and mentoring skills
• Cross-cultural communication skills