Customer Support Specialist- Construction Equipment

Jordan Sitter Associates; Atlanta, Northern (GA, KY); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Jordan Sitter Associates is seeking a Product Support Specialist to serve dealerships and customers, maintaining strong relationships with dealers, RSMs, and RBMs. The role emphasizes troubleshooting, warranty adjudication, and ongoing quality improvements.

The position requires travel (10-30%) and comfort working in both office and field environments. The candidate should bring 3+ years of product support experience and strong communication skills to resolve dealer and end-user issues

Qualifications

• 3+ years of practical working experience in product support.
• Ability to communicate clearly and logically in HCMA reporting format.
• Work in both office and field environments with limited travel.

Responsibilities

• Provide technical support and expert troubleshooting to dealers, technicians, and field staff.
• Improve customer response time to technical issues through the CRM/FIR.
• Support dealer technicians as required and respond to technical questions from dealers.
• Warranty adjudication with HCM, Tierra, other vendors, and dealers.
• Engage in quality improvement work with HCM and OEMs.
• FIR/CRM case management with quality improvement.
• Travel required: 10-30%.

Skills

Positive attitude

Detail-oriented

Root cause analysis

Effective communication

Team player

Customer-first mindset

Reporting

Microsoft Office

Tools

Microsoft Office

Job description

Summary

The Product Support Specialist (PSS) represents the company at the dealership/customer level. This role is responsible for maintaining good relations between the company, Dealer technicians, RSMs, and RBMs. PSS assists our dealers in their efforts to provide top-quality service for the end users. They also focus on Product Improvement, dealer communication via FIR/CRM to resolve dealer and customer issues and concerns.

Responsibilities

• Provide technical support and expert troubleshooting skills to dealers and dealer technicians, RSM/RBM, and other department staff.
• Improve customer response time to technical issues through the CRM/FIR.
• Support the Dealer technicians as required.
• Provide efficient, effective response to technical questions from dealers.
• Warranty adjudication with HCM, Tierra, other Vendors, and dealers.
• Quality improvement work with HCM and its OEMs.
• FIR/CRM case management with quality improvement.
• Additional duties as assigned.
• Travel required: 10-30%.
• Key KPI's Manage response time on FIR / CRM cases Warranty claim judgement speed (days) Warranty acceptance ratio by Dealer/Product Service campaign completion ratio Technical Support call logs

Experience

• 3+ years of practical working experience in product support.
• Basic computer skills (Microsoft Office and others).
• Clear and logical thinking and communication through HCMA reporting format.
• Work in both office and field environments (limited travel required).

Skills

• Positive attitude and disposition
• Detail-oriented
• Passion for Education/Instruction (Teaching Skills)
• Root cause analysis
• Logical and forward thinking
• Customer Interest First
• Team player
• Effective communication
• Reporting
• Microsoft Office