GT Product Support Specialist / Louisville, MS

Gt Product Support Specialist

This opportunity is for a GT Product Support Specialist with a work location in Louisville, MS. Taylor Sudden Service provides exclusive worldwide distribution of genuine Taylor OEM parts and forklift service for equipment designed, manufactured, and marketed by Taylor Machine Works, Inc. Backed by a network of parts and service centers, nationwide dealer support organizations, and factory-trained service technicians, SSI is committed to providing the best parts and service support in the industry. We offer training schools for our service technicians on a regular basis, ensuring the best possible service to Taylor Machine Works' customers. Sudden Service, INC (SSI) is a subsidiary of the Taylor Group of Companies, a third-generation family-owned business based in Louisville, MS since 1927.

Job Summary

We're looking for a dedicated and technically skilled Product Support Specialist to join our team. The ideal candidate will be a customer-focused problem-solver with a strong background in technical troubleshooting, software configuration, and effective communication. This role is crucial for ensuring our customers, dealers, and service locations receive timely and expert assistance, maintaining high levels of satisfaction and product loyalty.

Duties/Responsibilities

Provide Technical Assistance: Serve as the primary point of contact for technical inquiries and support requests from customers, dealers, and field service technicians. Diagnose and Resolve Issues: Methodically diagnose and troubleshoot complex hardware and software problems, providing clear, step-by-step solutions to resolve issues efficiently. Diagnose Software Issues: Analyze and identify root causes of software-related problems, including bugs, compatibility issues, and configuration errors. Install and Configure Software: Assist customers and partners with the proper installation, configuration, and setup of our software products, both remotely and on-site. Develop Product Knowledge: Maintain a deep and up-to-date understanding of all company products, features, and technical specifications to provide knowledgeable and comprehensive support. Travel for On-site Support: Be prepared to travel to customer and service locations as needed to provide hands-on technical support, training, and troubleshooting for complex issues. Maintain Communication: Communicate effectively with customers, dealers, and service locations through various channels (phone, email, and in-person). This includes explaining technical concepts in an easy-to-understand manner and setting appropriate expectations for issue resolution.

Qualifications

Required Skills/Abilities Computer Skills: Proven proficiency with computer systems, operating systems, and remote support tools. Experience with CRM and help desk ticketing systems is a plus. Communication Skills: Exceptional verbal and written communication skills. Must be able to listen actively, show empathy, and explain technical information clearly to users of all skill levels. Problem-Solving: Strong analytical and critical-thinking skills with the ability to work through complex technical challenges. Flexibility and Travel: Ability and willingness to travel up to 50% of the time, as required, to provide on-site support. Education and Experience Product Knowledge: A solid foundation of product knowledge, preferably in a technical field, with a demonstrated ability to quickly learn and master new technologies. Experience: Previous experience in technical support, product support, or a similar customer-facing role.

Benefits

Medical/Prescription Denta Vision Vacation 10 Holidays 401K Life Insurance