Product Support Specialist

Company Description:

Rite-Hite is a global leader in the manufacture and distribution of industrial door and loading dock equipment. Our innovative products and world class sales organization ensure solid, consistent growth, both for our company and our staff. We are always looking ahead to develop innovative new products and services to help improve safety, security, and productivity for our customers. Our continued focus on innovation and product development has created a need for a Product Support Specialist at our corporate office in Milwaukee, WI.

Job Description:

Provide technical assistance to representatives, technicians and customers to assure consistent installation, troubleshooting and support of engineered products in the field. This position is responsible for ensuring customer satisfaction and promoting positive representative relations. Work with manufacturing and engineering to improve quality and manufacturability and reduce the cost of current production product. Initiate and develop new product ideas to provide for further growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Process customer / representative issues that arise from use of the product and technical training. Communicate trends and issues to Engineering, Purchasing, and Manufacturing departments as well as coordinate requests for replacing defective parts.

Effectively process / authorize Purchase Orders for customer service and warranty claims per established policies and procedures. This includes product troubleshooting over the phone. Requires ability to work within the established policies and procedures - using independent judgement where appropriate.

Effectively process / document all calls within both the CSMS system.

Review standard labor times and recommended stocking lists on an annual basis.

Authorize claims per established policies and procedures. Work with representatives to develop a mutually acceptable resolution.

Help to develop owner's manuals, technical bulletins and field "tech tips". Ensure written product communications are accurate and understandable.

Plan, coordinate and implement service training on the divisional product lines to enhance knowledgeable and professional field servicing. This includes developing tests, visual aids, and creating electronic presentations / tools to be used for training. Also, properly maintain training equipment as well as the training facility.

Assist with new product technical rollouts, preparing presentations, handouts, etc., as well as travel to representative offices as required.

Act as a resource to engineering, purchasing and manufacturing in new product development by providing input on the serviceability and longevity of new products. Assist the Engineering department in making new product improvements and Purchasing / Manufacturing to reduce potential costs, while maintaining acceptable product performance.

Assist with sales calls and fly-ins when necessary to act as a technical consultant / trainer. In addition, demonstrate products and describe their technical merits and basic S.O.S. to the customers.

Resolve shipping problems/issues when shipments are missing, damaged, shorted or shipped to incorrect address.

This position requires up to 10% overnight travel.

PRINCIPAL ACCOUNTABILITIES

Ensure customer satisfaction and promote positive representative relations while limiting exposure to warranty costs through effective processing of customer service and warranty claims per established policies and procedures.

Provide effective on-site customer support and technical training (customers and/or representatives).

Required Experience:

Associate's degree (AA) in a relevant technical field combined with two years warranty administration experience; or equivalent combination of education and/or experience. The position also requires the following: excellent organizational, negotiation skills and problem solving skills; ability to use and read engineering drawings and schematics; working knowledge of electrical control circuits and fluid power. Working knowledge of Lotus Notes, AutoCAD, Solid Works, JD Edwards Enterprise One, Excel and MS Word preferred. Experience with accessing and manipulating e-files (i.e. E-Trunk) a plus.

We Offer:

Rite-Hite provides competitive compensation and a comprehensive benefits package with medical, dental, and vision coverage along with life and paid medical leave. We also provide a retirement savings plan that combines 401(K) with company match and profit sharing. Paid holidays, vacation, and up to five paid personal/sick days per year round out the package.

Rite-Hite is an Equal Opportunity/Affirmative Action employer offering a drug free workplace for our customers and employees.

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