Technical Service Support Specialist

locations: Piedmont, South Carolina, USA
time type: Full time
job requisition id:REQ-18924

Who We Are

Vermeer equips customers to do important work around the world. We are global, driven by innovation and growth. The equipment we make manages natural resources, connects people, and feeds and fuels communities. We live out a caring culture, demonstrate agility, keep a focus on customers, and are stewards of our resources. These beliefs drive our culture, determine how we treat others, and steer our business.

Job Summary

Work Shift

1 - First Shift
Are you the type of person who enjoys problem-solving and troubleshooting related to machine performance? In this role, you will assist in the daily operations of the Vermeer technical support team by providing a professional level of complex technical assistance to dealers and owners of company products to ensure customer satisfaction. This role gathers parts information as well as quality and reliability process feedback from the customer service network. This position also reviews and critiques FCN’s (Field Change Notifications) and reviews ECN’s (Engineering Change Notices) to enhance knowledge of improvements to equipment. We're looking for an experienced individual with a passion for customer support through technical expertise.

What You’ll Do

1. Provide complex technical support to customers and dealers via the telephone or email.

2. Ensure all service calls are tracked and documented in the customer service database.

3. Participate in travel to dealers and customers, both domestically and internationally, to help with technical difficulties, training, and knowledge transfer.

4. Work with manufacturing and engineering on setting quality standards for all machines and communicating findings to the appropriate departments.

5. Participate in new product testing and development to understand serviceability, performance, and operation before machine launch.

What We’re Looking For

- Degree from a technical school or an applicable skilled trades program in automotive, diesel, industrial systems, or ag technologies preferred.

- Minimum of three years of mechanical, agricultural, or technician experience and/or job training; or a combination of education and experience is required.

- Detailed knowledge and understanding of mechanical, hydraulic, and electrical systems related to equipment performance and customer satisfaction.

- Ability to troubleshoot an electrical or hydraulic system over the phone, in person, or on a machine.

- Ability to expedite reasonable solutions to the field promptly for customer satisfaction.

- Ability to provide informative and professional assistance when working with Vermeer dealers and customers.

- Ability to utilize software technology programs to assist dealers and customers.

Travel

- Occasional travel is expected of this position.