Job Order #3754

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Posted Date: 5/9/2018
Job Category: Construction/Trades
Position Title: Technical Service Specialist
Salary Range:
Location: Toronto, Ontario, Canada
Desired Skills:
Description: 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 industrial Equipment dealers using all available routes such as Phone, Fax line, E-mail, 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
• Recognize the need for new special tools development and initiate the tool development process

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


Qualifications:

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 a office environment of team work and cooperation
Desire to provide best possible customer service


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