Product Support Representative - Mining Equipment

Product Support Representative - Mining Equipment

The Product Support Specialist (PSS) represents the company at the dealership/customer level. This role is responsible for maintaining good relations between the company, dealer technicians, RSMs, and RBMs. The PSS assists our dealers in their troubleshooting efforts to provide top-quality service for the end users and focuses on product improvement, dealer communication via FIR/CRM to resolve dealer and customer issues and concerns.

The Tech Support Expert provides technical support and assistance to our Mining operations, troubleshooting and diagnosing issues (on-site as needed) on Hitachi mining equipment.

Duties

• Assist with warranty claims first judgment and other items, as needed.
• Provide expert technical phone support and corresponding call logs.
• Troubleshoot and problem-solve as required (First Incident Response/FIR response/answer).

Requirements

• 5+ years practical working experience in Product Support.
• Basic knowledge of hydraulics and electrics for hydraulic excavators and wheel loaders.
• Proficient with Microsoft Office Suite.
• Data analysis skills preferred.
• Additional duties as assigned/needed.

Qualities

• Effective communicator with excellent customer service skills.
• Team player and detail-oriented problem-solver.
• Positive attitude and disposition with forward-thinking mindset.