Technical Product Support Specialist

Product Support Specialist

Grand Rapids, MN   Aftermarket Sales & Service

OVERVIEW:

The Product Support Specialist is responsible for full product support functions on all machines manufactured by Yanmar. This position will work closely with the quality, manufacturing, engineering, and service teams as well as local factory leadership. Strong analysis, process development, troubleshooting, and communication skills will be critical elements of success in this position. 

This position is classified as a full-time salaried/exempt position with core working hours of Monday - Friday 8am-5pm.  

This is an on-site position and can be based in Grand Rapids, MN office and will report to the Service Manager. 

RESPONSIBILITIES:

• Provide service information to customers and other YCENA personnel.
• Perform troubleshooting and diagnostics to aid in finding the root cause via phone, email, or other communications sources.
• Works closely with the manufacturing facility to resolve issues and make recommendations for design enhancements.
• Document and communicate procedure changes as needed to improve operational quality.
• Assist in the completion of Campaign and/or Service Bulletins.
• Liaison between the customers and major component suppliers (i.e. transmissions, engines, etc.) to solve customer issues rapidly and most effectively.
• Establishes and maintains positive working relationships with all customers.
• Communicate with service and product management across all factory locations.

QUALIFICATIONS:

Education and Experience:

• 2-year Technical Diploma or Associate’s Degree in related field preferred.
• 3-5 years or more related experience or an equivalent combination of education, experience, and factory sponsored training in the construction environment.
• 3-5 years of experience and/or working knowledge of the operational characteristics of construction equipment and understanding of documentation and schematics.
• 3-5 years of experience with Mechanics, Electrical, and Hydraulics.
• 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 MS Office (word, excel, outlook, teams).

Knowledge, Skills, and Abilities:

• Knowledge of business operating systems preferred (Epicor ERP, TWS Warranty System).
• Strong orientation towards quality, safety, and continuous improvement.
• Strong Customer Service skills.
• Excellent communication skills; both written and oral.
• Demonstrated problem solving skills.
• Able to gather and analyze relevant information and coordinate work with other team members. 
• Functions independently within context of day-to-day activities. 
• Able to travel on short notice, up to 25% of the time.
• Strong time management skills

Worksite:     Grand Rapids, MN Position: Technical Product Support Specialist

Job Type:    Full Time FLSA:   Exempt

Department:  Aftermarket  Work Schedule:  M-F

Starting Wage: $65-75K

This position offers the potential for discretionary bonus compensation up to          8% of base salary.

Benefits: YCENA currently offers a comprehensive benefits package including Medical, Dental, Vision, Basic Life & AD&D, Voluntary Term Life, Short & Long Term Disability, EAP, HSA, Medical & Dependent Care FSA, Accident Insurance, Critical Illness, and Hospital Indemnity, Paid Time Off, Paid Holidays, and a 401(K) plan with a company match of up to 4%.

The above Job Description is not intended to be an all-encompassing list of responsibilities, skills, efforts or working conditions associated with this position. It is intended to be a guideline reflecting the principle activities.