Technical Product Support Representative

Crown Equipment•Sacramento, OH

3d•Onsite

About The Position

Crown Equipment Corporation, a global leader in lift truck manufacturing, is seeking a Technical Product Support Representative. This role serves as the primary resource for investigating, troubleshooting, and resolving technical product issues for the company's dealer network. Support requests are typically received via phone or email from field service technicians who have exhausted local resources. The representative will need a thorough understanding of electrical, mechanical, and possibly hydraulic systems, along with overall product knowledge. Documentation of all support requests is mandatory. Additionally, the role involves contributing to the Service Knowledge Base by writing and submitting knowledge articles derived from troubleshooting experiences. The representative will also support warranty functions by reviewing Motive Power Warranty claims, issuing authorization numbers, creating monthly summary reports, and evaluating returned warranty parts. Collaboration with the Warranty department on Motive Power-related issues is expected. Processing product modification requests from the Dealer Network, including necessary calculations and dispositioning, is another key responsibility. The role also entails supporting internal departments with technical requests and undertaking special projects as directed by management, which may include product training, research, data analysis, and fulfilling power study requests. In some cases, on-site visits to customer locations may be required for complex troubleshooting.

Requirements

2-4 years' related experience
High school diploma or equivalent
Bilingual - Spanish is required
Occasional travel (0-5%)
Occasional overnight stays (0-5%)
Employee must drive a personal vehicle to conduct company business < 20% per week (8 hours) and/or travel locally between company locations during scheduled workday per 8-hour shift.
Sit 8 hours and stand 0 hours.
Prolonged periods of sitting and prolonged use of a computer/keyboard.
Infrequent lifting, walking and climbing stairs.
Occasional use of office equipment (copiers, printers, etc.).

Nice To Haves

4 years’ experience with the company
Intermediate computer skills

Responsibilities

Investigate, troubleshoot, and resolve technical product issues for the company's dealer network.
Provide primary support to field service technicians via phone or email.
Document all support requests.
Write and submit knowledge articles for the Service Knowledge Base (TIPS).
Review Motive Power Warranty claims and issue Warranty Authorization numbers.
Create monthly Motive Power warranty summary reports.
Test and evaluate Motive Power warranty return parts.
Collaborate with the Warranty department on Motive Power-related issues.
Review, perform calculations, and disposition product modification requests from the Dealer Network.
Support internal departments with technical support requests.
Complete special projects, including product and component ID training, research, and data analysis.
Fulfill power study requests, including programming, tracking, downloading, and preparing reports.
Direct or assist with complex troubleshooting issues through on-site visits when required.