Product Support Specialist

At Rite-Hite, your work makes an impact. As the global leader in loading dock and door equipment, we design and deliver solutions that keep our customers safe, secure, and productive. Here, you’ll find innovation, stability, and the chance to grow your career as part of a team that’s always looking ahead.      PURPOSE AND SCOPE    Provide technical   assistance   to representatives,   technicians   and customers to   assure   consistent installation,   troubleshooting   and support of engineered products in the field.  This position   is responsible for   ensuring customer satisfaction and promoting positive representative relations.  Work with manufacturing and engineering to improve quality and manufacturability and reduce the cost of current production   product .  Initiate and develop new product ideas to   provide for   further growth.        ESSENTIAL DUTIES AND RESPONSIBILITIES     • Process   customer / representative issues that arise from use of the product and technical training.  Also, communicate trends and issues to Engineering,   Purchasing , and Manufacturing departments as well as coordinate requests for replacing defective parts.     • Effectively process / authorize Purchase Orders for customer service and warranty claims per established policies and procedures.  This includes product troubleshooting over the phone.  Requires ability to work within the established policies and procedures - using independent judgement where   appropriate .     • Effectively process / document all calls within both the Call log and the CSMS   data base .     • Review standard labor times and   recommended   stocking lists on an annual basis.     • Authorize   claims per   established policies and procedures.  Work with representatives to develop a mutually acceptable resolution.     • Develop owner's manuals, technical   bulletins   and field "tech tips".  Ensure written product communications are   accurate   and understandable.     • Plan,   coordinate   and implement service training on the divisional product line to enhance knowledgeable and professional field servicing.  This includes developing tests, visual aids, and creating electronic presentations / tools to be used for training.  Also, properly   maintain   training equipment as well as the training facility.       • Assist   with new product technical rollouts, preparing presentations, handouts, etc., as well as   trav el   to representative offices as   required .     • Act as a resource to engineering,   purchasing   and manufacturing in new product development by providing input on the serviceability and longevity of new products.  Assist the Engineering department in making new product improvements and Purchasing / Manufacturing to reduce potential costs, while   maintaining   acceptable product performance.     • Assist   with sales calls and fly-ins when necessary to act as a technical consultant / trainer.  In addition,   demonstrate   products and describe their technical merits and basic S.O.S. to the customers.     • Resolve shipping problems/issues when shipments are missing, damaged,   shorted   or shipped to   incorrect   address.        EDUCATION and/or EXPERIENCE       • Associate's degree (AA) in a relevant technical field combined with two   years   warranty administration   experience;   or equivalent combination of education and/or experience.    • Prior experience within the Rite-Hite organization in a Service, Installation, Engineering, or manufacturing role preferred       KNOWLEDGE / SKILL REQUIREMENTS:     The ideal candidate will   demonstrate :     • E xcellent organizational, negotiation skills and problem-solving skill s   • Abili ty to use and read engineering drawings and schematics   • W orking knowledge of electrical control circuits and fluid power.     • Working   knowledge of Microsoft Outlook, Microsoft Word, Microsoft Excel, AS400, AutoCAD, Solid Works, JD Edwards Enterprise One, Excel and MS Word preferred.     • Experience with accessing and manipulating e-files ( i.e.   E-Trunk)   a plus .   • Ability to travel overnight up to 20%   • Must   possess   or rapidly   acquire   a firm working knowledge of all supported product lines     SUPERVISORY RESPONSIBILITIES :     None .       What We Offer At Rite-Hite, we take care of our people – because when you’re supported, you can do your best work. Our benefits are designed to support your health, your future and your life outside of work: • Health & Well-being: Comprehensive medical, dental, and vision coverage, plus life and disability insurance. A robust well-being program with an opportunity to receive an extra day off and more. • Financial Security: A strong retirement savings program with 401(k), company match, and profit sharing. • Time for You: Paid holidays, vacation time, and personal/sick days each year. Join us and build a career where you’re supported – at work and beyond. Rite-Hite is proud to be an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under federal, state, or local law. In accordance with VEVRAA, we are committed to providing equal employment opportunities for protected veterans. We are also committed to maintaining a drug-free workplace for the safety of our employees and customers.