Product Support Representative
Barko Hydraulics LLC

Job Info

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The Product Support Rep is responsible for providing technical support to Barko dealers and customers. Uses expert knowledge, interprets documents, and uses judgement to authorize work and approve warranty claims. Delivers maintenance and warranty training to dealers. Develops technical content for service manuals, bulletins, and training collateral. Develops and maintains field-issue metrics and uses project management skills to resolve field issues.

Key Performance Areas;

Provide Solutions to Service Issues

• Daily activity including inbound and outbound calls.
• Customer Relations.
• Troubleshoot and resolve service issues.
• Travel in field as needed.

Provide Technical Support

• Assist with parts identification.
• Assist with procedures for service manuals.
• Provide design input, including recommended ECN's and R&D.
• Prepare Service Bulletins as needed.
• Create and maintain Spares lists.

Warranty Claims

• Administer the warranty claim system to include: Warranty Registration, Work Authorization, Claim Disposition, and Claim Processing.
• Analyze claim and other data for trends, root cause, and corrective actions.

In Field Service

• Commissioning of equipment.
• Develop materials for and conduct training classes.
• Evaluate equipment and document findings.

Job Requirements

Experience and Education:

• Experience: 3+ years of related experience and /or training, or equivalent combination of education and experience in a Product Support role. 3+ years of experience using or maintaining Heavy Equipment.
• Education: High School degree or equivalent

• Communication: Excellent communication skills, both written and verbal communication.
• Technology: Proficient with Microsoft Office Suite.

Other Requirements:

• Knowledge of heavy equipment (material handling/forestry products) design, operation, and applications.
• Strong mechanical skills, hydraulic, and electrical troubleshooting and repair.

Supervisory Responsibility - This position has no supervisory responsibilities.

Position Type and Expected Hours of Work - This position is full-time. Days and normal hours of work are Monday through Friday, 8:00 a.m. to 4:30 p.m. Occasional overtime as needed.

Travel - Some travel is expected for this position.

Work Environment - The position operates in a professional office environment using standard office equipment such as computers, iPads, phones, copiers and filing cabinets. The employee is occasionally exposed to fumes or airborne particles and moving mechanical parts.

Physical Requirements -

• The physical demands described here are representative of those that must be met by the Product Support Representative position to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to use hands to finger, handle or feel and reach with hands and arms, lift and/or carry up to 10 pounds, balance, bend, stoop or kneel, climb, push/pull and squat, or crouch.

 

This job has expired.