Technical Product Support Specialist

Asv Llc; Acworth (GA); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Paid time off

Job summary

YCENA is seeking a Product Support Specialist to provide full service support for all machines, based on-site in Acworth, GA. The role collaborates with quality, manufacturing, engineering, and service teams, requiring strong analysis, troubleshooting, and communication skills.

The position reports to the Service Manager and involves travel up to 25% as needed, with a starting wage of $65-75K and potential bonus up to 8%. A comprehensive benefits package is provided.

Qualifications

• 2-year Technical Diploma or Associate’s Degree in related field preferred.
• 3-5 years or more related experience or an equivalent combination of education, experience, and factory sponsored training in the construction environment.
• 3-5 years of experience with Mechanics, Electrical, and Hydraulics.
• 1-3 years of experience in identifying and resolving operating problems or causes by diagnosing and identifying symptoms, troubleshooting, and problem solving.
• 1-3 years MS Office (word, excel, outlook, teams).

Responsibilities

• Provide service information to customers and other YCENA personnel.
• Perform troubleshooting and diagnostics to aid in finding the root cause via phone, email, or other communications sources.
• Works closely with the manufacturing facility to resolve issues and make recommendations for design enhancements.
• Document and communicate procedure changes as needed to improveoperational quality.
• Assist in the completion of Campaign and/or Service Bulletins.
• Liaison between the customers and major component suppliers to solve customer issues rapidly and most effectively.
• Establishes and maintains positive working relationships with all customers.
• Communicate with service and product management across all factory locations.

Skills

Diagnostics & root cause

Customer service

Communication skills

Troubleshooting

MS Office

Time management

Education

Associate’s degree in related field

Tools

Epicor ERP

TWS Warranty System

Job description

Description

Product Support Specialist

Aftermarket Sales & Service

OVERVIEW

The Product Support Specialist is responsible for full product support functions on all machines manufactured by Yanmar. This position will work closely with the quality, manufacturing, engineering, and service teams as well as local factory leadership. Strong analysis, process development, troubleshooting, and communication skills will be critical elements of success in this position.

This is an on-site position and based in Acworth, GA and will report to the Service Manager.

RESPONSIBILITIES

• Provide service information to customers and other YCENA personnel.
• Perform troubleshooting and diagnostics to aid in finding the root cause via phone, email, or other communications sources.
• Works closely with the manufacturing facility to resolve issues and make recommendations for design enhancements.
• Document and communicate procedure changes as needed to improveoperational quality.
• Assist in the completion of Campaign and/or Service Bulletins.
• Liaison between the customers and major component suppliers (i.e. transmissions, engines, etc.) to solve customer issues rapidly and most effectively.
• Establishes and maintains positive working relationships with all customers.
• Communicate with service and product management across all factory locations.

Requirements

QUALIFICATIONS

Education and Experience

• 2-year Technical Diploma or Associate’s Degree in related field preferred.
• 3-5 years or more related experience or an equivalent combination of education, experience, and factory sponsored training in the construction environment.
• 3-5 years of experience and/or working knowledge of the operational characteristics of construction equipment and understanding of documentation and schematics.
• 3-5 years of experience with Mechanics, Electrical, and Hydraulics.
• 1-3 years of experience in identifying and resolving operating problems or causes by diagnosing and identifying symptoms, troubleshooting, and problem solving.
• 1-3 years MS Office (word, excel, outlook, teams).

Knowledge, Skills, and Abilities

• Knowledge of business operating systems preferred (Epicor ERP, TWS Warranty System).
• Strong orientation towards quality, safety, and continuous improvement.
• Strong Customer Service skills.
• Excellent communication skills; both written and oral.
• Demonstrated problem solving skills.
• Able to gather and analyze relevant information and coordinate work with other team members.
• Functions independently within context of day-to-day activities.
• Able to travel on short notice, up to 25% of the time.
• Strong time management skills

Worksite: Acworth, GA Position: Technical Product Support Specialist

Job Type: Full Time FLSA: Exempt

Department: Aftermarket Work Schedule: M-F

Starting Wage: $65-75K

This position offers the potential for discretionary bonus compensation up to 8% of base salary.

Benefits: YCENA currently offers a comprehensive benefits package including Medical, Dental, Vision, Basic Life & AD&D, Voluntary Term Life, Short & Long Term Disability, EAP, HSA, Medical & Dependent Care FSA, Accident Insurance, Critical Illness, and Hospital Indemnity, Paid Time Off, Paid Holidays, and a 401(K) plan with a company match of up to 4%.

The above Job Description is not intended to be an all-encompassing list of responsibilities, skills, efforts or working conditions associated with this position. It is intended to be a guideline reflecting the principle activities.