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The Product Support Engineer is responsible for providing problem resolution to complex technical issues including root cause analysis, diagnosis and repair guidance to our distributors in addition to supporting our Aftersales business managers. In addition, they provide warranty claim oversight and develop/ deliver product training for the operation, maintenance, and repair of our products.

Position Responsibilities

• Deliver distributor and customer satisfaction through quality and timeliness of support provided
• Provide technical assistance to distributor/customer network.
• Serve as the technical liaison with parts operation.
• Maintain accurate records and provide special reports as requested.
• Create/ own service bulletins for the products which they’re responsible
• Field technical problem resolution coordination with Engineering
• Identify repetitive failure patterns, recommend and manage field product improvements or campaigns for the products assigned.
• Provide warranty oversight for product warranty claims for individual product responsibilities.
• Assist with product technical training when required
• Interact directly with the Director of Product Support, Warranty Administrator, Service Engineers, Sales, After Sales Territory Managers, and other departments including Engineering, Quality Assurance (Q.A.), Parts, PIC, Purchasing, Boppard Central Service and Manufacturing.
• Maintain relationships/contacts with distributors, vendors, customers, and end users.
• Travel as required.
• Fulfill other duties as assigned by the Manager, Technical Service and Director of Product Support.

Essential Skills and Experience

• Associate degree or equivalent
• 5+ years of technical experience with construction equipment
• Desire and ability to work in fast paced manufacturing environment
• High energy level
• Self-motivated
• Strong computer literacy
• Excellent oral and written communication skills
• Ability to work evenings and weekends as needed

Job Type: Full-time

Pay: $65,000.00 - $73,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Home time
• Monday to Friday

Work Location: One location

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