The Technical Support Specialist serves as the subject matter expert for assigned product line(s) and supports Kuhn North America (KNA) personnel and dealers in supporting service issues for products marketed by KNA.
POSITION EXPECTATIONS
Resolve dealer service needs with required urgency
Working knowledge of machines distributed by Kuhn North America
Serve as the technical expert on assigned product line(s)
Present a helpful and favorable image of the Company
Treat people fairly
Confidentiality of Company information
Continuously improve systems
ESSENTIAL DUTIES AND RESPONSIBILITIES
Serve as the technical expert for service issues for the assigned KNA product line(s).
Assist as a back-up in resolving dealer complaints or concerns for other products distributed by KNA.
Diagnose, qualify and quantify service and performance issues for assigned product line(s).
Review and process all warranty claims for assigned product line(s).
Maintain warranty records (complaints, service calls and claims) and distribute related reports to applicable departments.
Collaborate with Product Management, Engineering, and Operations departments and other assigned factory contacts to develop solutions and implement action plans to solve service issues.
Communicate machine corrections and issues to KNA personnel and the KNA dealer network through Service Bulletins and/or Technical Improvement Programs.
Develop and conduct training presentations aimed at educating KNA employees and dealer personnel on the proper set-up, maintenance and service of current and newly introduced products.
Assist in the development of service instructions for assigned product line(s).
Participate in NPI (New Product Implementation) projects by sharing product issues, concerns, and trends for the assigned product line(s).
Partner with Parts Department personnel to develop and maintain the recommended parts stocking lists.
Review Operator Manuals for product service content and recommend additions or modifications.
Provide input into the feasibility of Special Sales Requests (SSRs) to ensure product can properly be supported in the field.
Maintain knowledge of the service and maintenance requirements and field issues of competitor's products for the assigned product line.
Maintain work area in a clean and orderly fashion and conform to all quality and safety procedures.
Other duties may be assigned
Education and/or Experience - An associate's or bachelor's degree in agricultural mechanics or agricultural engineering technology is preferred. The position requires knowledge and skills in the areas of customer service, mechanics/repair, electronics, hydraulics, welding, and torch cutting. Application knowledge and experience in word processing (Word), spreadsheet applications (Excel), presentation software (PowerPoint), Internet, and e-mail is also required.