Technical Service Representative II
 RENK | |
 United States, Michigan, Muskegon | |
| 76 South Getty Street (Show on map) | |
 May 05, 2025 | |
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The Technical Service Representative II provides support and troubleshooting of RENK products and vehicle system interfacing. The selected candidate will provide technical support and solutions to customers for the 1790 Engines and HMPT transmissions, and provide support to remote Field Service employees with parts and documentation distrubution. He or she will work closely with both the customer and Government personnel at various sites and will be required to communicate regularly with management and engineering team in Muskegon MI and draw upon the knowledge and resources at RENK America. They must cultivate and maintain inter-organizational relationships and outside customer contacts.
Essential Functions Utilizes tools and test procedures to monitor, analyze, and troubleshoot components, as well as overseeing any necessary repair of equipment and systems. Instructs and trains customers in the operation and maintenance of the system. Interprets customers' needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, quality reps, or engineers. Uses provisioning tools to process customer service orders and activate services. This position will be supporting the engine and transmission service department for heavy brigade tracked vehicles documentation, quoting and, troubleshooting. Develop equipment service instructions and Technical Service Bulletins. Interact with customers to provide information about an organization's products and services. Provides installation and repair services by receiving and recording requests; identifying appropriate. service provider; monitoring service progress; redirecting service providers for additional support; notifying supervisor of extraordinary problems. Coordinate with customer and service teams to provide on-site service. Create and present technical product demonstrations to customers and prospects. Develops service policies and programs by studying customer needs, product line service and repair issues, and installation and maintenance requirements; planning and revising service policies; establishing customer retention programs. Identifies service problems by troubleshooting and evaluating problems. Troubleshoot customer equipment to provide accurate technical solutions working with internal departments, as required. Cultivate deep customer business and technical relationships with decision makers and influencers. Maintains installation and service records by documenting original system, upgrades, and repairs. Provide the customer with world-class customer service and answers for technical or complex service questions as well as questions regarding repair status and pricing/adjustments. Perform research on issues of greater impact or technical complexity and present it to management or the appropriate internal expert for resolution. High School Diploma and minimum 8 years of prior relevant experience or Associates Degree and a minimum of 6 years of prior related experience. Must be able to pass a security background check and obtain a Controlled Access Card (CAC). Travel may be required (OCONUS). Must be willing to travel by air. Up to 10% of the year. Strong working knowledge with Outlook, Word, Excel and Powerpoint is required. Vehicle access capability required. Must be able to meet the anthropometric requirements for combat vehicle ingress and egress. Must have excellent written and verbal English language communication skills. Must be able to multitask and have strong communication skills. Must be able to diplomatically communicate with customer and RENK America personnel and maintain composure, especially in stressful situations. Must maintain a professional appearance at all times, including personal, work space, and company provided equipment. Must support and comply with all customer and RENK America ethics standards at all times. Preferred Additional Skills: * 3D CAD experience - Creo, Solidworks, AutoCAD. * Hands -on experience maintaining the HMPT transmission preferred. * Tracked vehicle knowledge and maintenance experience preferred. | |