Aftermarket Product Support

Job Function:
Customer Service / Call Center

US, IL, Bolingbrook

Job Title:

Product Support Specialist

Reports To:

Product Support Field Service Manager





FLSA: Non-Exempt/Exempt



May 2022


Position Summary: Reporting to the Product Support & Field Service Manager, this position is responsible for resolving inquiries on products and services after the equipment has shipped to the customer. The Product Support Specialist coordinates company-wide resources in a timely manner to resolve field issues, including supporting the after-hours hot-line.

Primary/Essential Responsibilities:

· Reviews incoming cases in (SFDC) and assigns to AMS team members, as appropriate.

· Manages assigned cases through SFDC through resolution, coordinating with technical and commercial resources as appropriate.

· Provides technical phone and email support to customers and sales representatives in both written and verbal form.

· Work with the Product Support Administrator to generate orders for parts replacements and generate RMAs for returned goods.

· Initiates Upgrade/Retrofit projects.

· Coordinates customer calls with technical resources within the Company when problem solving a reported issue. As the facilitator, documents the meeting discussion and action items.

· Generates CIIs for repetitive or life safety issues.

· Rotates with the other Product Support Specialists on the after-hours hot-line.

· Participates on New Product Development teams representing the Aftermarket Support Plan.

· Participates on problem solving teams as needed, including 8-Step, CIIs, etc.

Required Qualifications:

· Associates Degree in Electronics or equivalent experience

· 2 + years’ progressive direct experience in customer service, sales or G&W product

· Highly effective communication skills required to influence at all levels inside and outside of the organization

· Demonstrated ability to prioritize and reassess as necessary

· Proficient in MS Office

· Must travel wherever needed, possibly on short notice and weekends. Travel will be required up to 5% of the time.

· First responder, CPR certification and field service electrical certification required once in the role.

· Maintain focus on results despite changing conditions. Must have a sense of urgency and confidence to handle a variety of challenges and make critical decisions.

Preferred Qualifications:

· Experience with SharePoint, Salesforce and JDE software programs


Physical Demands / Working Conditions:

  • General Office Environment, PC use
  • Very occasional lifting floor to waist up to 75lbs





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