OverviewThe ICT (Information & Communication Technology) Product Support Specialist (ICT-PSS) represents the company at the dealership and customer level. This role is responsible for maintaining good relations between the company, Dealer technicians, RSM/RBM, and internal staff, in regards of the ICT construction product. The ICT-PSS assists our dealers in their efforts to provide top-quality service for the end users. They also focus on Product Improvement, dealer communication via FIR/CRM to resolve dealer and customer issues and concerns.ResponsibilitiesProvide diagnosis and recovery support for ICT component issues (GNSS antennas, controllers, hydraulic control valves, etc.) that are difficult for dealer service staff to resolve.Provide technical support and expert troubleshooting skills to dealer, RSM/RBM, and internal/external department staff.Improve customer response time to technical issues through the CRM/FIRSupport the Dealer technicians as required.Provide efficient, effective response to technical questions from dealersWarranty adjudication with HCM, Tierra, other Vendors, and dealersTechnical adjustment, Quality improvement work, and warranty adjudication with HCM, other OEMs, and vendorsFIR/CRM case management with quality improvementAdditional duties as assignedTravel required: 10-30%Knowledge/Experience2+ years of practical working experience in the ICT construction industry3+ years of practical working experience in product support is preferableBasic knowledge of Electric & Hydraulic systems2D/3D Machine guidance/control experience and knowledgeSurveyor / Assistant Surveyor Certification (Preferred)Electrician or Radio Operator Licenses (Preferred)Basic computer skills ( Microsoft Office and others )Clear and logical thinking and communicationWork in both office and field environments (limited travel required)Key KPIsManage response time on FIR / CRM casesWarranty claim judgement speed (days)Warranty acceptance ratio by Dealer/ProductService campaign completion ratioTechnical Support call logs#J-18808-Ljbffr
