Off Road Equipment Technical Support Representative

YANMAR HOLDINGS • Adairsville, GA

295d

About The Position

The Off Road Equipment Technical Support Representative serves as the primary point of contact to respond to requests for information and technical advice from Dealers, OEMs, Customers, and internal YA personnel regarding the application, troubleshooting and repair of YANMAR products via telephone, fax or electronic communication for our Industrial Engine, Construction, Agriculture and UTV business segments. The representative documents technical inquiries in the CRM system and actively utilizes case management to track issue resolutions. Additionally, the TSR is responsible for the troubleshooting and diagnosis of all technical issues as well as any communication to dealers and customers as a recognized service expert on assigned products. The role requires collaboration with other members of the Service Department and Industrial Engine Division to provide world-class customer support.

Requirements

• Associates degree or 2-year technical certification/degree; or equivalent combination of education and experience.
• Minimum of 2 years of hands-on experience in a technical / diagnostic role for a manufacturer, dealer or service shop supporting Agricultural, Construction, Marine, Heavy-duty, or Automotive equipment.
• Knowledge of Agriculture, Construction, or Industrial engine service trade practices and activities via direct experience or extensive dealer interaction.
• Knowledge of YANMAR products; familiarity with diesel engines, construction equipment, repair, maintenance, and electronic and hydraulic controls.
• Knowledge of troubleshooting and repair of diesel products, including experience with Diesel Engines, Tier 3 & 4 emissions level equipment, and portable diagnostic tools.
• Functional experience with Microsoft Office programs (Outlook, Excel, Word, PowerPoint), as well as CRM system experience.
• Ability to gather, analyze and present information utilizing strong oral and written communication skills.
• Ability to work 8+ hours per day in a plant/office setting and navigate all areas of the building and facility as needed.
• Ability to travel an average of 10% domestically and internationally.

Nice To Haves

• 2 years of call center or face-to-face experience in a customer service role preferred but not required.
• Bilingual (English / Spanish) is a plus.

Responsibilities

• Provide technical support and guidance to dealers to accurately determine and document machine conditions, recommend repair/maintenance methods and advise on standard work time to conduct repairs.
• Use existing tools (Salesforce, Case management, Technical Publications, manuals etc.) to research technical solutions.
• Use remote monitoring technology to connect to equipment in the field to identify, investigate and solve problems with YANMAR machines.
• Apply company diagnostic theory and related technical knowledge and experience to troubleshoot, diagnose, and recommend actions to safely return faulted, damaged, rebuilt, or shutdown equipment to operation.
• Provide resolution to open cases within Technical Support policy guidelines.
• Facilitate the development and implementation of maintenance strategies with dealers that promote safety, system reliability, and the reduction of unplanned machine down time.
• Advise and assist dealers to correctly follow YANMAR's Warranty policy and procedures; assist the Quality & Warranty department with the warranty claims requiring pre-authorization.
• Coordinate any dealer visits as needed.
• Proactively update Salesforce (CRM) with all customer-facing technical support activities. Follow up and close open tasks in a timely manner.
• Support Business Development Managers (BDM) and Aftermarket sales team with any technical support or knowledge needed to improve customer service and sales initiative performance.
• Continuously improve customer service and support activities.
• Maintain knowledge and stay up to date regarding the complete YANMAR product line and all applicable electronic diagnostic tools. Seek and obtain training and information on existing and new YANMAR products.
• Build technical knowledge & experience through planned visits to dealers, customers, and tradeshows.

Benefits

• Full-time position based in Adairsville, GA.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Machinery Manufacturing
• Education Level: Associate degree
• Number of Employees: 101-250 employees