Product Support Specialist

5 - 7 years experience  •  Industrial Equipment & Supply

Salary depends on experience
Posted on 11/15/17
5 - 7 years experience
Industrial Equipment & Supply
Salary depends on experience
Posted on 11/15/17

Primary Responsibilities:

  1. Develop and implement technical training content and procedures for end users and our own internal needs.
  2. Provide technical support for SED product line
  3. Assist in the suggested stocking guide process to ensure critical spares and wear items are targeted to be stocked in support of the installed base and new rig sales.
  4. Perform technical and operator training on specific products for internal and external needs alike.
  5. Work jointly with the respective Atlas Copco CMT USA Technicians and Technical Managers, and when required the PC for all technical, performance and product related issues. 
  6. Provide appropriate and accurate documentation and reporting of all activities.
  7. Be very involved in vehicle startups and associated training.
  8. Be very involved in new related products being released to the US market as well as any PC driven product improvement campaigns or product tests.
  9. Manage, coach, train and lead employees where applicable in a fashion that is consistent with our company’s culture and management philosophy.
  10. Work closely with the CC USA training departments to insure they have proper understanding of SED products, and the most up to date product information available.
  11. Be able to travel extensively and for extended periods, often to remote sites.
  12. Work responsibly with the safety of self and others a constant focus.
  13. Assist internal and external customers with troubleshooting diagnosis, customer requests      and physical maintenance tasks as required.
  14. Identify service and marketing opportunities and communicate them appropriately
  15. Work to and promote best practices, and incorporate common routines and efficiencies from other divisions where appropriate.

 
Communication Responsibilities:

  1. Communicate all relevant Product, Technical Service, & Training activities and work together to grow our business.
  2. Prepare necessary information as requested whether routine or for special occasions.
  3.  Always be courteous and professional in all communications.

 
Training & Skill Development:

  1. Participate in company planned training whenever possible.
  2. Seek out training for areas of perceived weakness.
  3. Maintain an open mind when working with co-workers or supervisors to learn new approaches.
  4. Work to understand and utilize information and communication systems and tools, i.e. E-mail, BPCS, Microsoft Office software, etc.

General Work Attitude:

  1. Work cooperatively with all departments in a spirit of teamwork to address problem areas and stimulate aftermarket sales.
  2. Safeguard the assets of the company in general and reveal no information to competitors or outside parties, which could be harmful to our business.
  3. Manage in the best interest of the company, those assets entrusted to you, these may include but are not limited to, vehicles, computers, phones, faxes and products.
  4. Use the targeted resources available to you in the most cost-effective way for promoting the company’s business.
  5. Foster best practices within the company that are consistent with its values and beliefs. Share knowledge with colleagues and actively work to raise the competence level of the group. Strive for unity trust and loyalty within the group and expect to produce results before receiving rewards. Search for truth and avoid propagating rumors.
  6. Act on behalf of peer group members in their absence as and when called upon to do so either by design or circumstance.
  7. Always promote a positive working environment both with co-workers and customers.
  8. Manage in the best interest of the company, those assets entrusted to you, these may include but are not limited to, vehicles, computers, phones, faxes and products.
  9. Use the targeted resources available to you in the most cost-effective way for promoting the company’s business.
  10. Foster best practices within the company that are consistent with its values and beliefs. Share knowledge with colleagues and actively work to raise the competence level of the group. Strive for unity trust and loyalty within the group and expect to produce results before receiving rewards. Search for truth and avoid propagating rumors.
  11. Act on behalf of peer group members in their absence as and when called upon to do so either by design or circumstance.
  12. Always promote a positive working environment both with co-workers and customers.
  13. Manage in the best interest of the company, those assets entrusted to you, these may include but are not limited to, vehicles, computers, phones, faxes and products.
  14. Use the targeted resources available to you in the most cost-effective way for promoting the company’s business.
  15. Foster best practices within the company that are consistent with its values and beliefs. Share knowledge with colleagues and actively work to raise the competence level of the group. Strive for unity trust and loyalty within the group and expect to produce results before receiving rewards. Search for truth and avoid propagating rumors.
  16. Act on behalf of peer group members in their absence as and when called upon to do so either by design or circumstance.
  17. Always promote a positive working environment both with co-workers and customers.

 
JOB Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Knowledge/Ability:
Language Ability:

  1. Ability to read, analyze, and interpret professional journals, technical procedures, or governmental regulations. 
  2. Ability to write business correspondence.
  3. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

 
Math Ability:

  1. Ability to add, subtract, multiply and divide all units of measure, using whole numbers, common fractions and decimals.
  2. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

 
Reasoning Ability:

  1. Ability to define problems, collect data, present facts, and draw valid conclusions.
  2. Ability to deal with nonverbal symbolism (formulas, equations, graphs, etc.) in its most difficult phases. 
  3. Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  4. Ability to define problems, collect data, establish facts, and draw valid conclusions.

 
Skills:

  1. To perform this job successfully, an individual should have knowledge of email software; word processing software; spreadsheet software; Accounting software and Contact Management systems.

 
Education/Experience:

  1. Certificate from technical or trade school; or five years of related experience and/or training; or equivalent combination of education and experience.
  2. Prior experience with LHD/TME equipment preferred.
  3. Mechanical Engineeringexperiencepreferred but not required.

Requisition Number: MR-337-2017

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