Position Summary: Serves as the primary point of contact to respond to requests for information and technical advice from Dealers, OEMs, Customers, and internal YA personnel regarding the application, troubleshooting and repair of YANMAR products via telephone, fax or electronic communication for our Industrial Engine, Construction, Agriculture and UTV business segments. Documents technical inquiries in the CRM system and actively utilizes case management to track issue resolutions. Additionally, the TSR is responsible for the troubleshooting and diagnosis of all technical issues as well as any communication to dealers and customers as a recognized service expert on assigned products. Works collaboratively with other members of the Service Department and Industrial Engine Division to provide world-class customer support.
Job Functions: - Provide technical support and guidance to dealers to accurately determine and document machine conditions, recommend repair/maintenance methods and advise on standard work time to conduct repairs.
- Use existing tools (Salesforce, Case management, Technical Publications, manuals etc.) to research technical solutions.
- Use remote monitoring technology to connect to equipment in the field to identify, investigate and solve problems with YANMAR machines.
- Apply company diagnostic theory and related technical knowledge and experience to troubleshoot, diagnose, and recommend actions to safely return faulted, damaged, rebuilt, or shutdown equipment to operation.
- Provide resolution to open cases within Technical Support policy guidelines.
- Facilitate the development and implementation of maintenance strategies with dealers that promote safety, system reliability, and the reduction of unplanned machine down time.
- Advise and assist dealers to correctly follow YANMAR's Warranty policy and procedures; assist the Quality & Warranty department with the warranty claims requiring pre-authorization.
- Coordinate any dealer visits as needed.
- Proactively update Salesforce (CRM) with all customer-facing technical support activities. Follow up and close open tasks in a timely manner.
- Support Business Development Managers (BDM) and Aftermarket sales team with any technical support or knowledge needed to improve customer service and sales initiative performance.
- Continuously improve customer service and support activities.
- Maintain knowledge and stay up to date regarding the complete YANMAR product line and all applicable electronic diagnostic tools. Seek and obtain training and information on existing and new YANMAR products.
- Build technical knowledge & experience through planned visits to dealers, customers, and tradeshows. Competencies:
- Technical Knowledge and Skills
- Customer Focus
- Problem Solving
- Continuous Learning
- Supervisory Responsibility:
- None
- Critical Interfaces:
- All levels of employees at YA, and key Yanmar Japan employees.
- Distributors & Dealers
- Knowledge, Skills, and Abilities:
- Knowledge of Agriculture, Construction, or Industrial engine service trade practices and activities via direct experience or extensive dealer interaction.
- Knowledge of YANMAR products; familiarity with diesel engines, construction equipment, repair, maintenance, and electronic and hydraulic controls.
- Knowledge of troubleshooting and repair of diesel products, including, but not limited to experience with: Diesel Engines, Tier 3 & 4 emissions level equipment, portable diagnostic tools (Volt Ohms Meter, CAN bus/OBD II interface equipment, or any other type of related diagnostic tools).
- Collaborative working style with strong ability to proactively establish and maintain working relationships with all support departments and multi-cultural teams.
- Ability to gather, analyze and present information utilizing strong oral and written communication skills.
- Functional experience with Microsoft Office programs (Outlook, Excel, Word, PowerPoint), as well as a CRM system experience a plus.
- Possesses:
- Good time management skills and ability to prioritize tasks and complete in a timely manner.
- Organizational and planning skills. Must be a self-starter with great initiative.
- Multi-tasked, analytical approach to problem-solving with strong attention to detail.
- Submits required documentation on timely basis & meet deadlines.
- Excels within the guidelines of both corporate and departmental policies.
- Interact professionally with customers, co-workers, and suppliers in stressful and busy situations.
- Ability to work 8+ hours per day in a plant/office setting. Must be able to navigate all areas of the building and facility as needed. May occasionally lift and move up to 20 pounds in an office, customer, or similar setting. Must be aware of surroundings.
- Regular and reliable attendance is required.
- Ability to travel an average of 10% domestically and internationally and manage travel expenses in a cost-efficient manner.
- Bilingual (English / Spanish) is a plus.
- Job Qualifications
- Associates degree or 2-year technical certification/degree; or equivalent combination of education and experience.
- Minimum of 2 years of hands-on experience in a technical / diagnostic role for a manufacturer, dealer or service shop supporting Agricultural, Construction, Marine, Heavy-duty, or Automotive equipment.
- 2 years of call center or face-to-face experience in a customer service role preferred but not required.
- This position is full time and based in Adairsville, GA.