Job Information

The Product Service Specialist is responsible for customer claims and technical queries from receipt through to customer resolution. They will ensure that claims are logged and responded to in a timely manner and follow the warranty policy and limits for claim costs. They will support the customer with product technical expertise and support queries on aftermarket parts.

This position will interact internally with personnel from Sales, Customer Service, and directly with Customers (Troubleshooters, Product Service Managers, Field Service, Warranty, Service Training) as well as other internal departments such as Engineering, Manufacturing and Product Safety. The position also interacts with dealer (customer) service technicians and Service Managers as well as Dealer Parts Department staff and suppliers. The Company's Georgia hiring location is Buford. Contact Kaitlyn Mohler for information on this listing.

Role & Responsibility

Warranty (Customer Claims) and Technical Queries

• Point of contact for customer warranty claims and technical queries, claims/queries are generated directly from the customer or through the Sales and Customer Service teams
• Responsible for logging and documenting warranty claims within the Warranty database and JIRA system and ensuring claims are processed according to the warranty policy and limits
• Liaising with the engineering and quality teams to establish a suitable solution for the customer and actioning with the customer service and sales teams to ensure customer claim/query is resolved

Communication of Product Concerns

• Participate in Quality Team meetings to provide information regarding customer claims/queries such as service troubleshooting cases, warranty data and feedback from customer field service staff.
• Retrieve and summarize warranty and service parts sales data to assist in determining root cause and corrective actions for customer claims.

Service Support

• Travel will be required and will include visits to dealers/customers, manufacturing sites, and assist in service training at the customer location.
• Administer Field Modification Campaign when required on warranty products of concern.

Technical Resource

• Have a good working knowledge of all Geith product lines, work to expand knowledge of existing products changes and new products during pre-launch.
• Troubleshoot field service issues received from dealers.
• Be a technical resource to assist Customer Service, Sales, and Service Troubleshooters with resolving field service issues.
• Provide technical assistance to Dealer/Customer personnel, Suppliers, Sales Managers, Customer Service and the Product Development group (engineering).

Product Update Training

• Assist in training field service personnel on new and existing products as needed.
• Visit dealers (site visits) together with the Sales Manager / Quality member for complaint review & training purposes

Geith Specific:

• Assist in determining Aftermarket Parts stocking levels and offering for new and existing products.
• Process warranty claim decision, get approval per Level of Authority, notify customer of outcome and initiate credit, repair or replacement product (Invoice Approval).
  

Job Requirement

• Education Required: Bachelors degree in Business Administration or related field
  • 2 year Associates degree allowed in Technical or related field
• Experience Required: 3>5 years
• Travel Required: 10-24%
• Minimum of 3-5 years’ experience in product support field.
• Construction equipment experience and knowledge is preferred.
• Solid mechanical skillset and equipment troubleshooting experience.
• Excellent communication (verbal and written), interpersonal and customer service skills
• Excellent cross-functional teamwork skills.
• Effective time management and priority focus skills.
• Strong analytical aptitude.
• MS Office Suite proficiency.
• Doosan Bobcat North America is not offering sponsorship, now or in the future, nor is it providing any participation for OPT, CPT or other support, for this position.
• #GD