The Technical Support Specialist serves as the expert in electronics applications in KUHN products and is responsible for assisting the aftermarket group in resolving internal and external customer inquiries.
POSITION EXPECTATIONS
- Maintain expert knowledge of electronics applications in KUHN products
- Solve customer service needs with required urgency
- Helpful and favorable image of Company
- Treat people fairly
- Confidentiality of Company information
- Continuously improve systems
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Serve as the technical expert for all after sale service issues involving electronic components for all KNA product lines.
- Assist dealers to troubleshoot and repair scale and monitor components.
- Diagnose and repair electronic scale and monitor components. Maintain appropriate inventory levels of electronic repair parts.
- Review and process all warranty claims involving electronic components (i.e.: scales, weigh bars, virtual terminals, etc.).
- Maintain warranty records (complaints, service calls, and claims) and distribute related reports to applicable departments.
- Assist in the investigation of warranty claims by conducting failure analysis of returned components.
- Maintain good knowledge of the service and maintenance requirements and field issues of competitors products similar to electronics in KNA product lines.
- Assist with dealer training for scales and electronics.
- Participate in the Company s team process to develop and improve customer service.
Education and/or Experience
- An associate s or bachelors degree in agricultural mechanics or agricultural engineering technology is preferred.
- The position requires knowledge and skills in the areas of customer service, mechanics/repair, electronics, and hydraulics.
- Application knowledge and experience in word processing (Word), spreadsheet applications (Excel), presentation software (PowerPoint), Internet, and e-mail is preferred.
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