Under moderate supervision, serves as a technical source for customers, and dealers providing technical assistance for assembly and operating instructions of equipment to determine the source of trouble and take corrective action. Assists in identifying accurate model and part numbers, troubleshooting, and problem resolution regarding product configuration and performance. Assists the Product Support Manager as required to coordinate warranty claims submitted from Henke dealers; including processing and reviewing warranties and warranty inquiries to maintain good customer relations.
Essential Functions of the Job:
Responds to telephone inquiries concerning product performance in a professional, courteous and timely manner demonstrating a commitment to improving customer relations. May handle "conflict resolution" on a daily basis.
Provide technical advice and assist customers on operational, mechanical and repair of products/components by identifying make and model of unit and analyzing performance problem(s).
Represents company by traveling to customer/field locations to investigate and resolve customer concerns and addresses warranty issues.
Troubleshoots and repairs equipment at customer field locations.
Follows through on problem resolution by maintaining contact with customer/dealer ensuring accurate service and repairs are complete.
Assists in the review of operator manuals, bill of materials, pick lists, parts books and maintenance instructions. Will implement changes to the extent authorized.
Create and implement service bulletins where appropriate to respond to problems or prevent future problems on shipped product.
Responsible for the coordination of warranty resolution with dealers. Performs and warranty analysis in order to process claims and achieve timely settlements/responses.
Maintains warranty registration and claims, may approve or recommend approval of warranty claims.
Manage incoming Henke product returns for credit or replacement.
Create detailed reports and provides management with weekly summary of service related information
May provide assistance to operations department in rectifying shortages and shipping problems for whole goods and parts.
Create technical descriptions for use in proposal documents to be presented to Henke customers.
Provide Henke product technical assistance when required by sales and shop personnel.
Provide leadership and accountability for safety results within the department. Contribute to safety in all aspects of the job and all company meetings.
Assist Engineering department with product testing as needed.
Additional duties as assigned.
Knowledge, Skills and Abilities:
Advanced understanding of hydraulics/hydraulic systems and exceptional mechanical aptitude/ability required.
Ability to read and understand bill of materials, blueprints, electrical and hydraulic schematics, parts/operating manuals and mounting instructions.
Ability to analyze information and processes, identify problems, develop and evaluate options, and implement solutions.
Ability to communicate effectively, both verbally and in writing, and formulate and deliver ideas and material in a clear and concise manner.
Highly skilled and proficient with the use of personal computers, including electronic spreadsheets and mainstream office software.
Ability to build and foster effective business relationships with vendors, suppliers, customers, and other departments within the organization.
Able to identify complex problems and review related information to develop, evaluate and implement options and solutions.
Ability to work independently and to plan, organize, and prioritize work.
Ability to work irregular and/or long hours including weekends and holidays as requirements dictate.
Able to travel independently, both domestic and international by common air carrier and automobile;occasionally on short notice (travel up to 25-50%).
Able to maintain an insurable driving record.
Core Competencies for Leaders:
A Leading Change I Change Management: Ability to drive improvement of team, division, and corporate goals and objectives through people. Ability to balance change and continually strive to improve business performance.
B. Leading People I Teamwork: Ability to design and implement strategies, which maximize employees'
potential and foster high ethical standards in meeting the team, division, and corporate objectives. C. Communication: Ability to explain, advocate, 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.
D. 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.
E. 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 Exerience:
High school diploma or GED required. Technical or Bachelor's degree in Engineering or Automotive
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus. Standing, walking and some lifting while traveling. Use of vision, hearing, keyboarding, and verbal communication is required.