0106 - Product Service Specialist

The Product Service Specialist is a position that is the liaison between Dealers-end users and the Engineering department. This position works under the direction of the Department manager and Service Engineers. Position objective is to provide detailed information and assist in determining cause and solution of problems as they occur. Under the direction of the Department Manager and Service Engineers, the primary responsibilities are to provide field service technical support to both the entire dealer organization and end-user customers throughout North America. Monitors, forecasts, controls, and authorizes expenditures of sales policy funds. Provides training for intra-divisional personnel and dealership and technical personnel. Serves as the principal representative for the initiation, tracking, and control of Field Fixes and Field Campaigns. Duties include writing of Service Information Bulletins; may serve as CLARK Representative at Regional and National Service Managers Meetings; close interaction with product engineering to insure problems are identified prior to initiation of new product models; direct contact with suppliers to ensure defects or product design problems are recognized and corrected; provide input for technical publications prior to distribution; monitor field problems and communicate them to the appropriate personnel (Engineering, Manufacturing, or Quality) for corrective action; develop Standard Times Guide for establishment of warranty time guide authorizations; work with after market support personnel to establish new truck parts stocking levels for dealer organization; and review warranty claims to resolve CMHC/Dealer disputes or to authorize claims for known problems. Essential Duties: Provide expeditious technical support to ensure customer’s trucks are returned to service in the least possible time. Effectively reduce the time required to identify and resolve field problems. Prevent recurrence of known design deficiencies in new products as they are in the developmental stages. Determine the need for and content of, Service Information Bulletins released to the field. Initiate and monitor Engineering Change Requests and Corrective Action Requests to ensure proper accountability for problems. Establish liaison with suppliers when required on identified product problems and determine the mechanism for monitoring problem resolution and ensuring that proper charges are assessed to recover expenses from supplier. Initiate Field Campaigns on safety-related issues, forecast campaign costs, monitor for completion, and follow up with product engineering to ensure redesign is instituted at the earliest time to reduce overall expenditures. Initiate Field Fixes on product durability/reliability deficiencies, forecast field fix costs, monitor for completion and end dates, and follow up with product engineering to ensure redesign is instituted at the earliest possible time to reduce overall expenditures. Ensure manuals and troubleshooting information is technically correct and updated in a timely manner. Reduce overall warranty costs by analyzing problems, determining solutions, and communicating these solutions to the appropriate personnel to ensure corrective action is taken to both solve the problem and prevent recurrence. Maintain effective relationships with personnel from dealerships, end users, suppliers, and internal personnel. Evaluate Return Material parts when required. Travel to the source of the problem when required; assist in identifying the problem or relaying the solution while maintaining amicable customer relations under the most trying conditions. Minimum Qualifications Must have high technical skills and the ability to use an array of sophisticated instruments and gauges. Must be able to recognize relevant facts and report them accurately. Must understand all electrical, hydraulic, and mechanical systems used in Clark trucks and how they function. Must be able to troubleshoot these systems and accurately report in detail any malfunctions. Must have the ability to maintain amicable customer relations under the most trying conditions. Comprehensive knowledge of the forklift and Material Handling Industry, at least 5 years of Industry experience Strong/Proven analytical skills Strong computer skills including PowerPoint and Excel Strong communication skills, both written and verbal Proven, strong project management and organizational skills necessary Strong attention to detail and ability to follow through on multiple projects and tasks at one time Must be authorized to work in the U.S. indefinitely  Disclaimer: This position description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job; it is intended to be an accurate reflection of those principal job elements essential to the job. Incumbents may be required to perform other duties as assigned or as required by the needs of the business. CLARK Material Handling Company retains the discretion to change or add to the duties of the position at any time.