Product Support Representative

Department:

Product Support

Reports to:

Product Support Representative Supervisor

Location:

Wendell, NC

Position Status:

Full-time

Status:

Salary – Non-Exempt

Management Level:

Non-Management JOB SUMMARY

The Product Support Representative position is responsible for assisting dealers with technical support on KIOTI tractors and products. Experience with lawn, agricultural, and industrial equipment operation and/or maintenance is desired to assist in troubleshooting the following:

• Diesel engines

• Transmissions

• Hydraulics

• Electrical

• Air conditioning

• Quality control

Individuals in this position need to have the ability to troubleshoot the above systems on the phone and/or in person. Individuals must display sound judgment and proper assessment when dealing with difficult situations and customers. Individuals must also have the ability to read and interpret blueprints, symbols, and schematics. Typing and basic computer skills are required for administrative duties. KEY RESPONSIBILITIES OF JOB

• Resolve dealer customer service issues via phone

• Verbal and written communication of technical information on diesel tractor systems

• Occasional hands-on work in the shop floor to assist with: product assembly, parts/installation, fitment issues, product evaluation, and testing

• Coordinate and conduct technical training workshops for dealers

• Occasional travel to dealers for troubleshooting

• Report and follow-up with technical issues to Engineering

• Adjudicate/process warranty claims

• Write technical and safety bulletins on diesel tractor systems

• Perform key responsibilities with minimal supervision EDUCATIONAL AND PHYSICAL REQUIREMENTS

• High School Diploma & 2-5 years of technical experience desired. Tractor, heavy machinery, and ZTR mower/design experience is also desired.

• Knowledge and experience with the following computer applications: Microsoft Word, Excel, Outlook.

• CRM and other applications are a plus.