Product Support Specialist

Company Overview

Firestone Airide, specializes in air spring manufacturing and technology with a history of more than 80 years of research and development on technologically advanced air springs for the global marketplace. Firestone engineers air springs and related products for commercial trucks and trailers, cars, sport utility vehicles, light trucks, mini vans, motor homes, buses, agricultural equipment, rail and industrial applications.

Position Summary

This Product Support Specialist role supports sales and engineering to field technical and application questions related to the installation, usage, and troubleshooting of Firestone's air helper springs and onboard control systems.

This role is a call center-based customer support function with focus mainly on warranty related inquiries that supports both direct and non-direct accounts, as well as end consumers and users.

This role will also act as a liaison between customer service, sales, and engineering to execute technical updates and identify warranty related issues.

In this role you will need to be located in the Dyersburg, TN area as the role requires the teammate to be onsite

Responsibilities

In this Product Support Specialist role you will:

• Support and manage customer calls, emails, and web submissions on a daily basis

• Provide troubleshooting to customers, both direct and non-direct users, related to product installation and usage

• Utilize Salesforce and Outlook to manage data entry for purpose of warranty and tracking inquiries related to products and applications

• Manage daily order entry and shipment tracking as needed

• Support outside sales with dealer and distributor requests related to missing parts or damaged part claims

• Enter warranty orders in to SAP

• Partner with plant teammates to ensure priority warranty orders are shipped daily

Experience and Qualifications:

• Salesforce, LiveVox, Microsoft Office (Word, PowerPoint, Excel, and Outlook), SAP experience preferred

• 2-4 years minimum of technical/customer service experience required

• Associate or Bachelor degree preferred

• Must be able to work independently and multi-task a balanced work flow

• Must be able to communicate effectively to audiences that may require technical explanation and interpretation related to installation, troubleshooting, features and benefits, and usage of the product offering

• Must be able to handle and manage high call & email volumes

• A technical background is preferred due to the nature of the product offering

Apply and join our team to begin a career at Bridgestone Americas. Trust your talent; trust the journey. Be Bridgestone.

At Bridgestone Americas we value Diversity. We are building a team as diverse as the world we serve. We believe in championing all perspectives, individuals, and teams. We are creating a workplace that fosters a culture of acceptance where you are free to be your true self because what we need is who you are.

Typically requires a bachelor's degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience