Waterford Search Selection Advisory

Bilingual Technical Service Specialist (BB-44D97)

Found in: Neuvoo Bulk CA

Provide dealers service staff with technical information and support in the areas of Service, Warranty and Quality Assurance. You will assist and support National Service & Quality Assurance Manager, adjudicate product warranty claims submitted by dealers, Quality assurance follow up by identification of product concerns.

Technical Service Support
•Responsible to provides up to date technical information and leading-edge technical support to all equipment dealers using all available routes such as phone, fax line, email etc
•Provide technical support and advise to Dealer technicians
•Provide technical support and advise to Field Product Service Managers, QA Coordinator & QA Log all relevant calls on the “Service Help Desk” database and ensure good follow up

Technical Service Information
•Maintain internal database with the most recent and accurate information
•Issue Service Bulletins, Field Campaigns, Technical Tips and Technical Service Reports.
•Update technical, assembly, operation and flat rate manuals
•Update the Service Handbook when required.
•Translate documents as necessary. English – French

Warranty Claims:
•Manage warranty claim processing and adjudication from dealer submission to resolution; including French – English translation when necessary.
•Inspect returned warranty parts for claim legitimacy and failure analysis for quality assurance purpose
•Support the Quality Assurance Administrator with vendor claim appeal as necessary
•Respond to dealer claim appeal

Quality Assurance
•Identify potential product concerns and maintain the Technical Problem Log Sheet
•Issue Flash reports when necessary
•Lead the Quality Circle Meeting discussion portion that pertains to your equipment specialty
•Recall and examine equipment and or parts when necessary
•Recommend and propose product improvement ideas to the team and to the factories/vendors

Technical Service Training
•Technical service training program – Organize and conduct school preparation meetings. Define and set up school content, teacher’s assignment and school calendar dates.
•Assist in preparing and conducting customer tech. clinics, dealer service and warranty management seminars
•Attend factory and local technical training as required
•College Diploma, Certificate Equipment Technician, Construction Equipment Technician
•Computer literate (IBM AS400, MS Word, Power point, MS Excel, internet etc…)
•Background with agriculture/construction industry. (Familiar with repair and overhaul procedures.)
•Extensive knowledge of hydraulic and electrical systems, gas and diesel engines, and transmission systems
•Problem solving, step-by-step diagnosis, analytical thinking skills.
•Decision making qualities
•Desire to work in an office environment of teamwork and cooperation
•Desire to provide best possible customer service
•Bilingual, fluent in English and French

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