Alamo Group
Product Specialist - Technical Service Support
Alamo Group, Winn, Michigan, us, 48896
Position Summary:
The overall responsibilities of this position include being a resource to assist Morbark Dealers and Customers with Service and Parts orders and issues. Reports to our Product Support Manager.
Essential Functions of the Job:
Support Dealers/Customers in solving Parts and Service issues with Morbark equipment.
Accountable for resolving any issues, equipment or otherwise.
Be the authority on features, benefits and performance characteristics of all products.
Support all Customer Support Call Center efforts.
Work with the sales team and distributors to clarify exact requirements of all special orders.
Assist Warranty Department with service and parts information.
Assist with the creation and building of Morbark Parts & Service training and manuals.
Communicate changes of delivery to dealers, customers and internal stakeholders.
Develop processes that positively impact the department and provide growth strategies.
Knowledge, Skills and Abilities (KSA’s):
Expert level of knowledge of all the features, benefits and performance characteristics of Morbark product line.
Computer Skills: Proficiency with Excel, Word required and JDE preferred.
Develop and present ideas and findings to management level.
Possess excellent communication skills and strong negotiating skills.
Must have good mathematical skills with good business acumen.
Electrical system diagnostic & trouble shooting skills.
Mechanical & drivetrain system diagnostic & trouble shooting skills.
Hydraulic system diagnostic & trouble shooting skills.
Diesel engine diagnostic & trouble shooting skills.
Self-driven and works collaboratively with others.
Must have a vibrant, enthusiastic, personable, phone presence.
Must have exceptional organizational skills and be very comfortable in a high paced environment where multi-tasking is the norm.
Is respectful, and keeps a professional demeanor at all times, capable of managing conflict and avoiding it.
Must be a results-oriented individual with a clear focus getting the job done.
A natural forward planner who critically assesses their own performance.
Must be able to work extended hours when required.
Demonstrated ability to exhibit and model Alamo Group's Leadership Core Competencies:
Communication:
Ability to explain, advocate, and express facts and ideas in a convincing manner, and negotiate with individuals and groups internally and externally. The ability to develop internal and external networks and identify the issues that impact the work of the organization.
Business Acumen:
Understands and interprets business financials and metrics and utilizes latest business strategies. Focuses on outcomes and creates opportunities for success. Acquires and utilizes human, financial, material and information resources effectively.
Results Driven
:
Ability to make timely and effective decisions and produce results through planning and the implementation and evaluation of business metrics, systems, policies, and program; stressing accountability and continuous improvement
Education and Experience:
High school diploma required; associates or bachelor degree preferred or equivalent work experience.
Minimum five (5) years’ customer service experience.
Alamo Group is proud to be an Equal Employment Opportunity, Affirmative Action employer. All qualified applicants will be considered without regard to race, national origin, color, religion, age, genetics, sex, sexual orientation, gender identity or expression, disability or veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing (where permitted by law).
The overall responsibilities of this position include being a resource to assist Morbark Dealers and Customers with Service and Parts orders and issues. Reports to our Product Support Manager.
Essential Functions of the Job:
Support Dealers/Customers in solving Parts and Service issues with Morbark equipment.
Accountable for resolving any issues, equipment or otherwise.
Be the authority on features, benefits and performance characteristics of all products.
Support all Customer Support Call Center efforts.
Work with the sales team and distributors to clarify exact requirements of all special orders.
Assist Warranty Department with service and parts information.
Assist with the creation and building of Morbark Parts & Service training and manuals.
Communicate changes of delivery to dealers, customers and internal stakeholders.
Develop processes that positively impact the department and provide growth strategies.
Knowledge, Skills and Abilities (KSA’s):
Expert level of knowledge of all the features, benefits and performance characteristics of Morbark product line.
Computer Skills: Proficiency with Excel, Word required and JDE preferred.
Develop and present ideas and findings to management level.
Possess excellent communication skills and strong negotiating skills.
Must have good mathematical skills with good business acumen.
Electrical system diagnostic & trouble shooting skills.
Mechanical & drivetrain system diagnostic & trouble shooting skills.
Hydraulic system diagnostic & trouble shooting skills.
Diesel engine diagnostic & trouble shooting skills.
Self-driven and works collaboratively with others.
Must have a vibrant, enthusiastic, personable, phone presence.
Must have exceptional organizational skills and be very comfortable in a high paced environment where multi-tasking is the norm.
Is respectful, and keeps a professional demeanor at all times, capable of managing conflict and avoiding it.
Must be a results-oriented individual with a clear focus getting the job done.
A natural forward planner who critically assesses their own performance.
Must be able to work extended hours when required.
Demonstrated ability to exhibit and model Alamo Group's Leadership Core Competencies:
Communication:
Ability to explain, advocate, and express facts and ideas in a convincing manner, and negotiate with individuals and groups internally and externally. The ability to develop internal and external networks and identify the issues that impact the work of the organization.
Business Acumen:
Understands and interprets business financials and metrics and utilizes latest business strategies. Focuses on outcomes and creates opportunities for success. Acquires and utilizes human, financial, material and information resources effectively.
Results Driven
:
Ability to make timely and effective decisions and produce results through planning and the implementation and evaluation of business metrics, systems, policies, and program; stressing accountability and continuous improvement
Education and Experience:
High school diploma required; associates or bachelor degree preferred or equivalent work experience.
Minimum five (5) years’ customer service experience.
Alamo Group is proud to be an Equal Employment Opportunity, Affirmative Action employer. All qualified applicants will be considered without regard to race, national origin, color, religion, age, genetics, sex, sexual orientation, gender identity or expression, disability or veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing (where permitted by law).