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Super Products · 10 hours ago

Technical Service Representative

Mukwonago, WI

Full-time

Onsite

Senior Level

5+ years exp

Super Products LLC is a successful, growing manufacturing company that provides high-quality vacuum truck equipment. The Technical Service Representative role focuses on providing after-sales support, troubleshooting technical issues, and conducting training to ensure customer satisfaction and product reliability.

AutomotiveConsumer GoodsManufacturing

Responsibilities

Provides technical after-sales phone support to customers, dealers and Super Products personnel. This could entail troubleshooting and diagnosing of service issues, including mechanical, electrical or hydraulic failures with vacuum trucks in the field

Coordinates the development of and executes product training primarily focusing on the service elements of new products as well as maintenance, troubleshooting, and general repair of Super Products trucks to customers, dealers and Super Products’ personnel

Authors service bulletins and product upgrade bulletins in an effort to communicate information out to the field in a timely and effective manner

Participates in reviews of open service cases with members of the customer service team, engineering, manufacturing, and other Super Products’ personnel to identify next steps and actions to address open issues

Works closely with engineering and manufacturing in analyzing service case data to identify product failure trends and identify corrective actions. Engages with suppliers as required

Responsible for staying in regular contact with customers and dealers on all open cases ensuring that repairs have been completed and the customer and or dealer is satisfied

May visually inspect and/or disassemble parts for possible warranty consideration

Other duties as assigned

Qualification

Technical supportMechanical aptitudeElectrical aptitudeHydraulic aptitudeIndustrial vacuum equipmentData-driven decision makingComputer skillsBasic hand toolsPower toolsMulti-taskingCommunication skillsPresentation skillsProblem-solving

Required

Possess excellent interpersonal skills and can effectively decompress pressure situations. Easily builds rapport with customers

Must be an active listener with the ability to ask questions that remove ambiguity and make situations clear

Must use a data-driven analytical approach to decision-making with the right balance of customer empathy

Knowledge of industrial vacuum equipment. High mechanical, electrical, and hydraulic aptitude is required

Must be able to read and analyze electrical and hydraulic prints and schematics

Understand mechanical, hydraulic and electrical theory necessary to solve customer issues

Communicate clearly and concisely, written and verbal, in person and via audio and visual media

Strong presentation skills, both in putting together the right material with the right flow for a given audience but also in presentation skills

Must be able to prioritize work schedule, work under pressure, and meet goals/objectives

Comfortable multi-tasking several customer cases a day in conjunction with the other responsibilities assigned to this role

Good leadership skills required, ability to problem solve, persuade and motivate is essential

Ability to use basic hand and power tools, multi-meters and a test light

Excellent computer skills. Must be able to demonstrate strong skills in EXCEL, WORD, and PowerPoint

Preferred

Technical degree preferred in the mechanical or electrical field plus five (5) years' experience in technical service, electrical and/or mechanical field