Job Title: Product Service Specialist
Location: Peoria, IL
Zip Code: 61601
Duration: 12 Months
Pay Rate: $34.01/hr.
Job Description:
To serve as the first point of contact for Client dealer technical communicators requiring assistance with product problem health management (for all Client Products). The DSE-2 provides the dealer with interim and permanent repair information to restore product functionality.
Position will accomplish:
* The initial triage on product health events (includes the receiving and recording of Incident Reports to Client)
* Records event information for future reference and for CPI data mining Investigates documented information
* Manages dealer inquiry to closure
Education & Experience Required:
* This position requires a detail-oriented person with a strong mechanical / product knowledge and / or an Engineering degree - this could include an accredited engineering or related degree.
* Hands-on machine experience would be the best candidate.
* 2-4 years of product support related experience or equivalent.
* Additionally, the incumbent will have demonstrated proficiency in: Client product line and related products
Soft Skills
* Written and oral communications skills with Dealer and Client personnel (Fluent in English)
* Strong interpersonal skills with the ability to influence and motivate others
Problem Solving:
* Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
* Describes problem reporting and escalation practices.
* Utilizes accepted procedures for problem analysis and resolution.
* Identifies key aspects of problem-solving techniques used in own area.
Service Excellence:
* Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service direct or indirect manner.
* Provides a quality of service that customers describe as excellent.
* Resolves common customer problems.
* Good understanding of applied failure analysis
* Proficient in reading and understanding technical prints and engineering specifications
* Language skills: English