Product Support Specialist

Summary

Maximize customer satisfaction by providing premier product support for all Knapheide products. Utilize expert product knowledge and communication skill to efficiently identify and address support needs throughout distributor channels and across entire Knapheide customer base.

Duties & Responsibilities

• Maintain and process multiple case files daily. Analyze and deliver appropriate product support action resulting in complete customer satisfaction. Document activities and current status concisely. Initiate and insure implementation of appropriate quality assurance measures and product enhancement opportunities.
• Develop customer and distributor relationships ensuring optimal level of customer satisfaction.
• Maintain high level product knowledge, product changes, enhancements, options, specials, ECOs, and new product release. Expand skillset and knowledge in accordance with Product Support Training Matrix.
• Willingness to provide occasional hands on support in the field (<10%). This may include troubleshooting problems, warranty analysis and product training and guidance to distributors with proper product installation, service and repair.
• Assist in problem resolution of OEM accessory products provided by Knapheide.

Position Requirements

Post-high school education preferred with area of study focused in engineering, automotive. - Exceptional verbal and written communication, multi-tasking, and organizational skill - Good problem solving and negotiating skills Advanced PC skills Microsoft Office applications - Good mechanical aptitude - Read and interpret engineering drawings - Ability to maintain positive and professional demeanor during challenging situations - Ability to interact effectively with various internal departments to efficiently resolve product issues in the field

Physical/mental requirements needed to perform the essential functions of the position

Normal standing, bending, walking, lifting in an office environment. Prolonged periods of sitting, working at a computer terminal and telephone usage. Must be capable of doing light to moderate mechanical work in the shop or field.