ICT Telematic Product Support - Construction Equipment

Jordan Sitter Associates; Atlanta (GA); On-site; USD 70,000 - 110,000; Full time

Job summary

Jordan Sitter Associates is seeking an ICT Telematic Product Support Specialist to represent the company at dealership and customer sites, handling ICT construction product issues with dealers and internal teams. The role focuses on diagnosing complex ICT component problems and coordinating with service staff to deliver top-quality support.

The position requires hands-on troubleshooting, CRM/FIR case management, and travel between 10% and 30% to assist dealers and end-users, ensuring timely

Qualifications

• 2+ years of practical working experience in ICT construction
• 3+ years of practical working experience in product support is preferable
• Basic knowledge of Electric & Hydraulic systems
• 2D/3D Machine guidance/control experience and knowledge
• Surveyor / Assistant Surveyor Certification (Preferred)
• Electrician or Radio Operator Licenses (Preferred)
• Basic computer skills (Microsoft Office)
• Clear and logical thinking and communication
• Work in both office and field environments (limited travel required)

Responsibilities

• Provide diagnosis and recovery support for ICT component issues that are difficult for dealer staff to resolve
• Provide technical support and expert troubleshooting to dealer, RSM/RBM and internal staff
• Improve customer response time to technical issues through 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
• Technical adjustment and quality improvement work and warranty adjudication with OEMs and vendors
• FIR/CRM case management with quality improvement
• Travel as required 10-30%

Skills

ICT construction

Product support

Electric systems

Hydraulic systems

2D/3D guidance

Communication

Field work

Surveyor Certification

Job description

ICT Telematic Product Support - Construction Equipment

SUMMARY The ICT (Information & Communication Technology) Product Support Specialist (ICT-PSS) represents the company at the dealership/customer level. This role is responsible for maintaining good relations between the company, Dealer technicians, RSM/RBM, and internal staff, in regards of the ICT construction product. The ICT-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 diagnosis and recovery support for ICT component issues (GNSS antennas, controllers, hydraulic control valves, etc.) that are difficult for dealer service staff to resolve.
• Provide technical support and expert troubleshooting skills to dealer, RSM/RBM, and internal/external 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
• Technical adjustment, Quality improvement work, and warranty adjudication with HCM, other OEMs, and vendors
• FIR/CRM case management with quality improvement
• Additional duties as assigned
• Travel required: 10-30%

KNOWLEDGE/EXPERIENCE

• 2+ years of practical working experience in the ICT construction industry
• 3+ years of practical working experience in product support is preferable
• Basic knowledge of Electric & Hydraulic systems
• 2D/3D Machine guidance/control experience and knowledge
• Surveyor / Assistant Surveyor Certification (Preferred)
• Electrician or Radio Operator Licenses (Preferred)
• Basic computer skills ( Microsoft Office and others )
• Clear and logical thinking and communication
• Work in both office and field environments (limited travel required)

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

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