Technical Product Support Representative

Crown Equipment Corporation

15d•Onsite

About The Position

Crown Equipment Corporation, a leading global manufacturer of lift trucks, 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 strong understanding of electrical, mechanical, and hydraulic systems, as well as overall product knowledge. This position also involves contributing to the Service Knowledge Base by writing and submitting articles, supporting warranty claims, processing product modification requests, assisting internal departments with technical support, and undertaking special projects as directed by management. Occasional on-site visits for complex troubleshooting may be required.

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 dealer network.
Provide primary support via phone or email to field service technicians.
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 Motive Power monthly warranty summary reports.
Test and evaluate Motive Power warranty return parts.
Collaborate with the Warranty department on Motive Power related issues.
Assist with reviewing, calculating, and dispositioning product modification requests from the Dealer Network.
Collaborate with other departments on internal 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.