Technical Support Representative

• Role Definition
  
  Assists with product problem management within an assigned territory or industry; Maximizes Customer Loyalty while minimizing the commercial impact of customer complaints related to products, applications, and maintenance requirements thru appropriate and timely use of resources including Goodwill.

Responsibilities

• Providing input to Service Operations Specialists for shop operations, service process improvements, and systems, to help dealers achieve higher service quality and improve profitability. Drive and support Dealer Product Problem Management process.

• Building dealer's technical capabilities to identify and repair product deficiencies.

• Providing technical guidance and counseling dealers on presentations designed to inform customers of service advantages.

• Directing dealers in managing Product Improvement Programs cost-effectively and within designated timeframes.

• Collaborate internally with business partners to deliver product defect fixes for our end users in partnership with our dealers.

Skill Descriptors

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.

Level Working Knowledge:

• Communicates the importance of customer needs/expectations and commits to resolving them.

• Researches and verifies customer needs and expectations.

• Solicits customer satisfaction feedback and acts on improvement opportunities.

• Helps link organizational objectives to customer needs and expectations.

• Meets regularly with customers to understand their wants, needs and expectations.

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

Level Working Knowledge:

• Provides a quality of service that customers describe as excellent.

• Resolves common customer problems.

• Responds to unexpected customer requests with a sense of urgency and positive action.

• Provides direct service to internal or external customers.

• Documents customer complaints in a timely manner.

Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.

Level Working Knowledge:

• Explains the requirements, deliverables, costs, and criticalities of the assignment.

• Participates in developing consulting opportunities or assignments.

• Uses formal and informal means to keep client informed on progress and issues.

• Carries out the agreed-upon consulting assignment in a professional manner.

• Documents client's objectives and project scope.

Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Level Working Knowledge:

• Delivers helpful feedback that focuses on behaviors without offending the recipient.

• Listens to feedback without defensiveness and uses it for own communication effectiveness.

• Makes oral presentations and writes reports needed for own work.

• Avoids technical jargon when inappropriate.

• Looks for and considers non-verbal cues from individuals and groups.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Level Working Knowledge:

• Identifies and documents specific problems and resolution alternatives.

• Examines a specific problem and understands the perspective of each involved stakeholder.

• Develops alternative techniques for assessing accuracy and relevance of information.

• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.

• Uses fact-finding techniques and diagnostic tools to identify problems.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Level Working Knowledge:

• Provides prompt and effective responses to client requests and interactions.

• Monitors client satisfaction levels on a regular basis.

• Alerts own team to problems in client satisfaction.

• Differentiates the roles and responsibilities in a business relationship.

• Works with clients to address critical issues and resolve major problems.

Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Level Working Knowledge:

• Provides effective technical solutions to routine functional challenges via sound technical competence, effectively examining implications of events and issues.

• Effectively performs the technical job aspects, continuously building knowledge and keeping up-to-date on technical and procedural job components.

• Applies technical operating and project standards based on achieving excellence in delivered products, technologies and services.

• Applies current procedures and technologies to help resolve technical issues in one's general area of technical competence.

• Helps others solve technical or procedural problems or issues.

Project Management: Knowledge of effective project management strategies and tactics; ability to plan, organize, monitor, and control projects, ensuring efficient utilization of technical and administrative resources to achieve project objectives.

Level Basic Understanding:

• Identifies project management tools and requirements within own function.

• Describes the key objectives, phases and deliverables of a current project.

• Explains the concepts of phase, activity, task, and deliverable.

• Gives examples of critical paths in projects.

This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of "essential job functions" as that term is defined by the Americans with Disabilities Act.