Position will answer troubleshooting questions for medium excavators in North America
Why this Client?
Whether it be ground-breaking products, best in class solutions or a lifelong career, you can build what matters to you at this Client. With 150 locations in countries around the world, what you create at this Client travels and helps people around the world.
You can collaborate with the best minds in the industry, complete meaningful work and continuously grow and develop through our various opportunities. Here, you can do the work that matters.
Why this Role?
Excavators is a high-volume product globally and every dealership around the world sells this product.
This role will allow the individual to gain direct exposure to Client dealerships in North America.
Role will also allow the individual to develop troubleshooting and critical thinking skills & network with excavator engineering teams globally.
Typical task breakdown:
When an excavator is not working and a dealership needs assistance from Client to get the piece of equipment back up and running, the dealership will submit a Dealer Solutions Network (DSN) ticket to request assistance from Client.
This contract hire will need to respond to the DSN tickets in a timely fashion with a quality answer to help the dealer serve the customer.
Ticket volume is typically 300 inquiries per year.
Interaction with team:
Contract hire will be interacting with the senior members on the team to receive training on how to answer the DSN tickets.
Contract hire may also interact with engineering resources to obtain assistance with responding to the tickets
Work environment:
Office work environment
PPE gear may need required - depends on projects
Education & Experience Required:
Experience with troubleshooting required
5- 7 years' experience with 2-year degree
3+ years with 4-year degree
Masters overqualified
Internships WILL count for experience
Technical Skills:
Troubleshooting, machine repair, machine systems
Soft Skills:
Must be a strong communicator.
Must be able to have empathy & understand the dealership and customer pain while answering requests.
Must be a team player and be receptive to coaching
Education/Experience:
Associate's degree in engineering technology or related field required.
5-7 years' experience required.
Hire will be managing the Dealer Solutions Network inquiries for medium excavators in North America
Disqualifiers/Red Flags:
Need someone with technical aptitude who will be able to pick the DSN up very quickly.
Laziness and an unwillingness to learn quickly are disqualifiers and red flags.