Product Support Tech

Product Support Representative

The Product Support Representative role provides multi-channel, office based technical operating and service advice to Authorized Service Providers, Dealers and Customers, for efficient issue resolution. The Product Support Representative will act as the direct link between the ASP, Dealers, Customers, and the Manufacturing Support teams, including but not limited to Engineering, Technical Publications and Product Management.

What you\'ll do:

• Receives calls from customers on equipment operating troubles.
• Interview customers to understand the operating symptoms, then advises the customer of the course of action by explaining the possible solution and the steps that must be taken to restore equipment to safe and efficient operation.
• Receive inquiries from customers to obtain warranty and operating information on Genie products.
• Supply information to the customer verbally, in writing, or by sending materials that respond to the request.
• Identify parts and supplies that the customer must have to restore equipment to a safe operational level.
• Communicate information on equipment problems or potential enhancements to other teams within the company.
• Occasionally prepares and delivers formal training to customers in the safe operation, maintenance, and care of equipment to assure desired operating level and warranty compliance.
• May travel to customer locations on an occasional basis, overseeing and repairing operational problems with Genie products.
• Performs other duties as assigned that support the overall objective of the position.

What you\'ll bring:

• 3+ years\' experience within the Technical Service business within the heavy equipment or similar industry.
• Technical knowledge of aerial work platforms.
• Hands-on knowledge of Genie products is preferred.
• Ability to explain technical and mechanical concepts to customers.
• Ability to work and organize with minimal guidance based on a good service-oriented attitude.
• Ability to communicate to internal functions through all available mediums.
• Proficient with MS Office including Excel, Word and PowerPoint.
• Proficient in the use of equipment, tools and technology needed to troubleshoot and repair AWP products. (computers, hand tools and digital devices).
• Good verbal and written communication skills.
• Ability to manage expectations and effectively convey customer needs to colleagues and functions throughout the company.
• Must be a team player and 100% results orientated and ability to work under pressure.
• Must be able to learn and maintain a broad knowledge of the manufacturer\'s new and recent products.
• Demonstrate time management and organizational skills.
• Ability to multi-task and manage multiple assignments and tasks and set priorities, as well as adapt to changing conditions and work.