Service & Warranty Customer Support Representative

Alamo Group Inc; Coatesville (IN); On-site; USD 55,000 - 85,000; Full time

Job summary

Alamo Group Inc. seeks a Technical Services Representative to deliver technical information, assist customers with part identification, and provide assembly and operating instructions. The role requires CAD proficiency, experience with SolidWorks, and strong problem-solving skills.

The position involves travel to support customers and may require attending trade shows. A technical writing background and knowledge of manuals updates are assets for this role.

Qualifications

• Experience with CAD, SolidWorks Composer, and Adobe desktop publishing.
• Familiarity with design layouts, assembly drawings, and component drawings.
• Excellent mechanical aptitude and troubleshooting ability.
• Ability to read blueprints, BOMs, electrical and hydraulic schematics, and manuals.

Responsibilities

• Provide technical information and troubleshooting to customers and dealers.
• Assist in identifying models and parts; supply assembly and operating instructions.
• Maintain accurate service records and update manuals as needed.
• Travel for trade shows and on-site support as required.

Skills

CAD

SolidWorks

Adobe Creative Suite

Customer service

Technical troubleshooting

Blueprint reading

Microsoft Office

Communication skills

Education

High school diploma or GED

Associate or bachelor’s degree in Agricultural field preferred

Technical writing training preferred

Tools

SolidWorks

SolidWorks Composer

Adobe Creative Suite

MS Office

Job description

Dixie Chopper, a member of the Alamo Group family of companies, maker of the World's Fastest Lawn Mower, is a brand of industrial zero-turning lawn mower that revolutionized the lawn and garden industry by providing the first zero-turn lawn mowers built specially for commercial mowing contractors. Founded in 1980, Dixie Chopper continues to lead in the industry in innovation and quality. Dixie Chopper zero-turn mowers are renowned for their impressive features that set them apart from other mowers in the market. These mowers are characterized by their powerful engines, heavy-duty frames, and high-speed capabilities. In addition to their robust build, Dixie Chopper mowers are equipped with cutting-edge technology such as Hydro-Gear transmissions, providing smooth and precise control over the machine’s speed and direction.

Dixie Chopper offers a competitive compensation package and a wide range of employee benefits including:

• Medical, Dental, and Vision Coverage
• 401(k) Retirement Savings Program with a Company Match
• Profit-Sharing
• Paid Vacation, Sick Leave, and Holidays
• Company Paid Short and Long-Term Disability Programs
• Wellness Programs
• Employee Assistance Programs
• Training and Development Programs
• Employee Tuition Reimbursement and Dependent Scholarship Programs
• And much more!

Alamo Group Inc. has some of the most recognized and successful vegetation, outdoor power equipment, and agriculture brands in the market. The Technical Services Representative provides appropriate technical information to our customers and dealers. Uses outstanding troubleshooting skills to determine the product or technical documentation issue, and takes corrective action. Provides assembly and operating instructions to customers. Assists in identifying accurate models and parts needed while providing excellent customer service.

Essential Functions

• Communicate in a professional, courteous, and timely manner. Demonstrates a commitment to outstanding internal and external customer care.
• Provide technical assistance within the plant, warehouse, and shipping.
• Provide technical advice and assists customers on operational and mechanical repair of products by first identifying make and model of unit and analyzing performance problems. Resolves issues by determining appropriate part numbers and corrective action needed. Assists in ordering parts.
• Maintain contact with customer or dealer ensuring accurate service and repairs have been completed.
• Visually inspect parts and whole goods to determine problems.
• Assist in research testing and troubleshooting of new proto-type equipment.
• May provide technical support at Trade Shows. Able to travel overnight as required.
• Creates new illustrations for owner’s/operator’s manuals utilizing various computer graphics packages using various computer graphics packages such as SolidWorks/SolidWorks Composer and Adobe Professional Suite. Interfaces software’s with each other as required to complete assignments. Determines which methods/tools to use and consults with engineers for validity of information.
• Prepares text for operation, assembly, and service instructions.
• Responsible for accuracy and updating corrections and/or revisions as needed with company manuals.
• Communicate with Corporate Safety in maintaining the safety sections of our product manuals.
• Use camera and computer tablet to document machine assemblies, instructions, and parts.
• Edits and/or updates existing illustrations in accordance with ECO’s or manuals marked by hand with change indications.
• Performs technical writing duties and creates instructions for operating procedures in owner’s/operator’s manuals. Observes and operates actual equipment for thorough knowledge and understanding in order to perform these duties.
• Creates and maintains accuracy of parts listings on computer of various assembly procedures for new manuals using Bill of Materials structure, and revises parts listings of existing manuals.
• Maintains files for all drawings, illustrations, manuals and parts listings in proper sequence and date order. Maintains originals (master copies).

Knowledge, Skills And Abilities (KSA’s)

• Previous experience in dealing with parts and service.
• Experience with database programs.
• Familiar with design layouts, assembly drawings and/or component part drawings.
• Experience in CAD. Proficient with graphics programs SolidWorks Composer and Adobe desktop publishing or similar
• Excellent mechanical aptitude and understanding.
• Able to organize and prioritize work schedules to meet deadlines and work under pressure. Work overtime as needed to complete assignments.
• Ability to determine required parts and assemblies by reviewing Bills of Materials or assembled units on the floor.
• Experience with computer software to create and edit illustrations.
• Exceptional mechanical aptitude/ability preferred. Troubleshooting and diagnostic ability required.
• Ability to read blueprints, bill of materials, electrical and hydraulic schematics, and parts/operating manuals.
• Excellent communication skills, both verbal and written.
• Excellent customer service skills including phone and email etiquette, ability to use standard office equipment.
• Familiarity with and ability to use Microsoft Office.
• Ability to reason and use good judgement.
• Ability to prioritize and organize work.
• Ability to meet deadlines and work under pressure.
• Able to initiate projects without supervision.

Education And Experience

• High school diploma or GED certificate
• Associate or bachelor’s degree from college or technical school in Agricultural field preferred
• Education/training in technical writing preferred
• Minimum of one to three years previous experience in Technical Service and Publications with increasing levels of responsibility.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled