Service Product Specialist

Job Description

Analyze and interpret key learnings from specialized projects to generate processes required to scale Company automated solutions through the service organization. Collaborate with a cross-functional product team to make decisions on issue resolution paths and direct local support resources accordingly. Develop resources required for aftermarket teams to support the field independently of the automation team. Manage field campaigns and product updates. This position reports to Manager Customer Support.

PERCENTAGE

OF TIME KEY TASKS

60% Specialized Projects

Maintain awareness of an automation project's requirements and communicate the capabilities and policies of the Service organization. Inform the Project Management team of considerations pertaining to the success of Service and Support teams connected to automation projects. Continuously develop and utilize specialized knowledge of automation and Company's lift truck technologies to identify opportunities to improve the aftermarket support offering. Analyze telematics collected from various software systems required to support and deploy automated technologies. Make judgment calls to deploy short-term and long-term solutions as the support systems develop and scale through the organization.

30% Resource Development

Participate in cross-functional exercises to develop tools and resources required to support advanced troubleshooting activities carried out by aftermarket support representatives and local field service personnel. Design and maintain cloud-based repositories that hold the automation team and its customers' intellectual property and distribute it to appropriate audiences. Collaborate with Technical Communications to develop intellectual resources. Inform service training teams to transfer knowledge out of the automation group to scale educational offerings.

10% Aftermarket Analysis

Collaborate with aftermarket support representatives to identify opportunities to develop their knowledgebase of digital support resources and improve aftermarket support KPIs.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

-High school diploma or equivalent

-Job requires employee to drive a lift truck

-Job requires employee to drive a personal vehicle to conduct company business < 20% per week (8 hours) and/or travel locally between company locations during scheduled workday

-Two-year technical degree or certification in electronics, automotive, information technology or engineering.

-Advanced computer skills, interpersonal skills, and technical field experience in the lift truck industry are desired.

-Must have strong logical troubleshooting expertise with electronics, must be self-motivated, must be able to comfortably speak in front of medium-sized groups, and must be willing to travel 2 - 3 weeks per month.