Customer Support Specialist- Construction Equipment

Reputable Recruiting, LLC; Newnan (GA); On-site; USD 52,000 - 78,000; Full time

Job summary

Reputable Recruiting, LLC is seeking a Product Support Specialist to represent the company at dealership and customer levels. You will troubleshoot, manage CRM/FIR cases, and coordinate with RSMs/RBMs to improve service quality.

Travel is required 10-30%. The role focuses on dealer communication, product improvement, and timely issue resolution in a field and office environment.

Qualifications

• 3+ years of practical working experience in product support.
• Proficient in Microsoft Office and basic computer skills.
• Clear and logical communication in HCMA reporting format.

Responsibilities

• Provide technical support and expert troubleshooting to dealers and technicians.
• Improve customer response time to technical issues via CRM/FIR.
• Support dealer technicians as required.
• Respond efficiently to technical questions from dealers.
• Warranty adjudication with HCM, Tierra, and dealers.
• Quality improvement work with HCM and OEMs.
• FIR/CRM case management with quality improvement.
• Travel as required.

Tools

CRM/FIR

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