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Product Support Representative III

Company: ICONMA
Location: Waterloo
Posted on: November 14, 2021

Job Description:

Troubleshoots complex problems. Resolves complex problems using advanced troubleshooting skills and all available resources. Gathers data from multiple sources within and outside client, synthesizes the data into useful information. Develops solutions and provides product technical support to field teams, channel partners, customers on complex product problems while developing channel partners' technical and Customer Support capability. May lead the research, development and implementation for a broad range of support services and initiatives to provide support for channel partners, customers, and company personnel in order to drive customer satisfaction. Participates in developing and authoring Product Improvement Program (PIP) solutions. Participates in cross-functional teams (Product Development Process, Order Fulfillment Process and Customer Support Process) internally and externally, providing information and identifying Product Support's concerns and issues for the team. May lead projects. May develop and deliver advanced technical content training materials. Travels to collect failure data and application data to provide problem definition on complex problems. May serve as a resource to other Product Support Representatives, Quality Improvement Teams, etc. Duties: Following the Problem Resolution Process, takes a lead role in troubleshooting and solving complex problems for field teams, channel partners, or customers using advanced diagnostic skills, and systems and tools to access all existing published information. Under the framework of established processes, takes a lead role in analyzing data from multiple sources within and outside client and works through cross-functional teams to resolve technical problems on new products. May develop and author solutions/bulletins for complex problems that can be utilized by field teams or channel partners. In a factory environment, under direction, may be responsible for Product Improvement Program (PIP) development and implementation. Provides feedback regarding product performance, deficiencies and customer requirements. This may include maintenance of reporting and monitoring tools and participation in Product Development Process (PDP) and/or Early Detection Problem Resolution (EDPR) teams. May track competitive activity. May develop Parts and Service Programs and pricing strategies. Adapts, develops and delivers technical training for complex products, services or initiatives for field teams and channel partners. May monitor results and identify gaps. Under direction and utilizing the established processes may be responsible for identifying requirements for publications; and liaison with publications groups. May travel to the field to provide problem resolution on complex problems. May assist on territory including support of marketing and/or quality department activities. Proactively identifies own training needs to maintain current on product enhancements: attends appropriate training as needed. May assist less experienced Product Support Reps in this regard.Job Requirements:Your Responsibilities: As a Field Service Representative for client Power Systems located in Waterloo, Iowa, you will---. - Research and troubleshoot complex engine problems using advanced troubleshooting skills and available resources. - Communicate complex technical solutions/documentation to dealers, distributors, and direct OEM customers. - Travel to collect failure data and application data to provide problem definition on complex engine problems. This includes collecting and documenting failure data that will be used to define and solve complex technical problems. - Participate and in some cases leads/support Quality Improvement and Early Failure Response Teams and drive for corrective action for complex field issues. - Support solutions authoring and bulletins for complex engine problems that can be utilized by dealers or channel partners. - Serve as a resource to other Machine Support Specialist. - Provide feedback to Engineering, Manufacturing, and Marketing regarding engine performance, deficiencies, and customer requirements. What Skills You Need: - Demonstrated experience with electronic and electrical systems. - Demonstrated ability to diagnose complex diesel engine issues. - In depth knowledge of electrical circuits, and ability to apply predictive diagnostics to the components. - Diesel engine knowledge or equivalent experience. What Makes You Stand Out (Desired skills/experiences): - Field sales and/or Product/Customer support experience. - Technical experience relating to design/diagnostics of mechanical/electrical/hydraulic systems. - Vehicle application design or equivalent experience. - Knowledge of the product development process. - Knowledge of CCMS (Customer Communication Management System) - Demonstrated experience with mechanical systems. - Understanding of Customer Support Process. - Work experience in a team environment. Education: Ideally you will have a degree or equivalent related work experience in the following: - 4 year degree in engineering or related field -- -- As an equal opportunity employer, ICONMA prides itself on creating an employment environment-- that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual-- orientation, citizenship, or disability.

Keywords: ICONMA, Waterloo , Product Support Representative III, Other , Waterloo, Iowa

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