After-Sales Support Specialist

Job Type: Location Type: On-site

 

Position Summary:

The After-Sales Support Specialist serves as the primary after-sales point of contact for strategic Industrial Engine customers and distributors. The After-Sales Support Specialist is responsible for answering after-sales technical questions, reviewing product failures, and addressing quality concerns. This position is tasked with evaluating and processing OEM and distributor warranty claims, within policy guidelines, to achieve fair and balanced warranty judgements. The After-Sales Support Specialist works collaboratively with members of the After-Sales Support, Sales, and Engineering Departments to provide world-class customer support.

Job Functions:

• Conduct warranty judgements and authorizations ensuring claims are processed within policy guidelines.
• Visualize and review warranty claim dashboard on a regular basis. Report any trend or new issue to supervisor and other appropriate team members.
• Train and coach customers on Yanmar warranty policy, parts testing, and procedures.
• Create and publish service news in support of service network development.
• Perform onsite technical assistance to Strategic Industrial Engine OEM & Distributor Customers including troubleshooting, repairing, and recording issues found on the job.
• Communicate with OEM & Distributor Customers as a primary contact of Yanmar, corresponding with Customers by means of regular communication tools.
• Organize and lead meetings with each Customer periodically to review questions, issues and action items that need support from Yanmar.
• Address OEM & Distributor technical issues, including any quality notification or corrective action requested by OEM Customers. Collect failed components or parts for further investigation as required. Give detailed information and instructions to Quality Assurance Shop to analyze failed components or parts returned from Customers.
• Communicate with Yanmar Japan on a regular basis to update the status of each issue / action item.
• Collaborate with Yanmar Japan for any update regarding special tools or diagnostic tools and distribute information to relevant parties.
• Regularly maintain a list and map of OEM & Distributor Customers and their Yanmar contracted service providers (Zero-hour dealer) including names, locations, and key contacts. Work with the Sales team to keep the information up to date.
• Plan and coordinate a visit to OEM Customers site for issue investigations, warranty audits, rework activities, or other on-site OEM Customer support.
• Provide support of ECU/ECM reprogramming and other technical functions.

Competencies:

• Quality
• Communication
• Reliability
• Customer Focus

Supervisory Responsibility:

• None

Knowledge, Skills, and Abilities:

• In-depth knowledge of Industrial engine service trade practices and activities via direct experience or extensive dealer interaction.
• Knowledge of YANMAR products; familiarity with diesel engines, repair, maintenance, and electronic and hydraulic controls.
• Knowledge of troubleshooting and repair of diesel products, including, but not limited to experience with: YANMAR Diesel Engines, Tier 3 & 4 emissions level equipment, portable diagnostic tools (Volt Ohms Meter, CAN bus/OBD II interface equipment, or any other type of related diagnostic tools).
• Functional experience with Microsoft Office programs (Outlook, Excel, Word, PowerPoint, Power BI), as well as Salesforce or another CRM system experience a plus.
• Excels within the guidelines of both corporate and departmental policies.
• Interact professionally with customers, co-workers, and suppliers in stressful and busy situations.
• Ability to travel an average of 15% domestically and internationally.
• Bilingual (English / Japanese) is a plus.

Job Qualifications

• Bachelor’s Degree is preferred, or equivalent combination of education and experience.
• Minimum of 3 years of hands-on experience in a technical / diagnostic role for a manufacturer, dealer or service shop supporting Agricultural, Construction, Marine, Heavy-duty, or Automotive equipment.
• This position is full time and based in Adairsville, GA.

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. This job description also does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of job change.