Job Description:
Job Description
The Product Support Representative role provides multi-channel, office based technical operating and service advice to Authorized Service Providers, Dealers and Customers, for efficient issue resolution. The Product Support Representative will act as the direct link between the ASP, Dealers, Customers, and the Manufacturing Support teams, including but not limited to Engineering, Technical Publications and Product Management.
What you’ll do
Receives calls from customers on equipment operating troubles. Interview customers to understand the operating symptoms, then advise the customer on the course of action by explaining the possible solutions and the steps to restore equipment to safe and efficient operation.
Receive inquiries from customers to obtain warranty and operating information on Genie products. Supply information to the customer verbally, in writing, or by sending materials that respond to the request.
Identify parts and supplies that the customer must have to restore equipment to a safe operational level.
Communicate information on equipment problems or potential enhancements to other teams within the company.
Occasionally prepares and delivers formal training to customers in the safe operation, maintenance, and care of equipment to assure desired operating level and warranty compliance. May travel to customer locations on an occasional basis to oversee and repair operational issues with Genie products.
Performs other duties as assigned that support the overall objective of the position.
What you’ll bring
Must be fluent in English to work with customers in the US and MX
3+ years’ experience within the Technical Service business within the heavy equipment or similar industry.
Technical knowledge of aerial work platforms.
Hands-on knowledge of Genie products is preferred.
Ability to explain technical and mechanical concepts to customers.
Ability to work and organize with minimal guidance based on a good service-oriented attitude.
Ability to communicate to internal functions through all available mediums.
Proficient with MS Office including Excel, Word and PowerPoint.
Proficient in the use of equipment, tools and technology needed to troubleshoot and repair AWP products. (computers, hand tools and digital devices).
Good verbal and written communication skills.
Ability to manage expectations and effectively convey customer needs to colleagues and functions throughout the company.
Must be a team player and 100% results orientated and ability to work under pressure
Must be able to learn and maintain a broad knowledge of the manufacturer’s new and recent products.
Demonstrate time management and organizational skills.
Ability to multi-task and manage multiple assignments and tasks and set priorities, as well as adapt to changing conditions and work assignments
Why join us
We are a global company, and our culture is defined by our Values — Integrity, Respect, Improvement, Servant Leadership, Courage, and Citizenship. Check out this video! The Terex purpose.
Safety is an absolute way of life. We expect all team members to prioritize safety and commit to Zero Harm.
Our top priority is creating an inclusive environment where every team member feels safe, supported, and valued.
We make a positive impact by providing innovative solutions, engaging our people, and operating in a sustainable way.
We are committed to helping team members reach their full potential.
Through innovation and collaboration, our vision remains forward-looking, and we aim to be a catalyst for change, inspiring others to build a better world for generations.
We offer competitive salaries, health insurance (medical, dental, vision, Rx), life insurance, accidental death & dismemberment (AD&D), short-term and long-term disability, extended leave options, paid time off, company holidays, 401k matching, employee stock purchase plan, legal assistance, wellness programs, tuition reimbursement and discount programs.
For more information on why Terex is a great place to work click on the link - Careers | Terex Corporate
If you are interested in an open position but feel you may not meet all the listed qualifications, we still encourage you to apply.
Terex Overview:
Terex Corporation is a global industrial equipment manufacturer of materials processing machinery, waste and recycling solutions, mobile elevating work platforms (MEWPs), and equipment for the electric utility industry. We design, build, and support products used in maintenance, manufacturing, energy, minerals and materials management, construction, waste and recycling, and the entertainment industry. We provide best-in-class lifecycle support to our customers through our global parts and services organization, and offer complementary digital solutions, designed to help our customers maximize their return on their investment. Certain Terex products and solutions enable customers to reduce their impact on the environment including electric and hybrid offerings that deliver quiet and emission-free performance, products that support renewable energy, and products that aid in the recovery of useful materials from various types of waste. Our products are manufactured in North America, Europe, and Asia Pacific and sold worldwide.
At Terex, we fully embrace the increasingly diverse world around us and strive to create an empowering and welcoming workplace culture. We are passionate about producing equipment that helps improve the lives of people around the world and providing our team members with a rewarding career and the opportunity to make an impact.
While our operations are global, each office or factory is a close-knit community. We value diversity, equity and inclusion, safety, integrity, respect, servant leadership, courage, citizenship, and continuous improvement. It's an exciting time to be part of the expanding manufacturing sector - come join us!
Additional Information:
We see inclusion as a key to our success and are committed to actively foster a culture where every team member feels valued, listened to, and appreciated. We are committed to being fair and impartial in our decisions, ensuring equity within our workplace. As an Equal Opportunity Employer, employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law.
The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including Westfield health care for you and your dependents, contributory pension scheme, life assurance cover, employee stock purchase plan and access to global learning and development programs offering accredited and specialist training.
If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting the Recruiting department (person or department) at [email protected]
