We, at Hiab are looking for experienced Product Support Specialist who will provide best in class customer experience by delivering differentiated and market leading remote services solutions, supporting our customers & organisation to meet our strategic targets. The role is open for two locations in Poland and Sweden. In this position you will report to our Technical Support Manager.
Main tasks and responsibilities
- Main area of expertise: Forestry and Recycling, CS
- Receive all types of technical claims, complaints, questions, tickets, calls, emails etc for all types of Forestry and Recycling products, parts, accessories and equipment
- Provide on-site field support and field investigations within your area of expertise for all types of Forestry and Recycling products, parts, accessories and equipment
- Track, route and redirect problems to correct resources
- Ensure feedback loop to the callers, countries and regional management
- Ensure proper facts and problem reports to R&D, QA and other PSC units.
- Update CSC requests/ data and produce activity reports
- Take responsibility of the content of the PLC process (cases, documents, reports meetings, etc)
- Establish, distribute and follow-up service letters and product re-calls (contribute to content)
- Train in service training and support processes
- Perform and report product audits, pre-delivery inspections and other types of product and performance related audits (e.g. at installation workshops, service workshops, PSC’s etc)
- Facilitate complex and cross functional root cause analysis incl. escalation to PLC
- Participate in development and NPD-projects as subject matter expertise
- Recommend procedure/ process and product modifications
- Comply with regulations and rules in Cargotec, in particular health and safety regulations and procedures and IMS records.
- Comply with the superior’s instructions concerned with the work, if they are not contrary to law or employment contract
- Estimated travel days/year: ~40- 80 days
Education:
- Academic degree within engineering, production engineering, quality assurance
- Technical education with mechanics, machines construction/ service
Working Experience:
- Several years of experience from technical service & maintenance, product or sales support in area of load handling/ construction /agricultural equipment
- Several years of experience from service workshop and/or design of Hiab products or similar
- Several years of experience from assembly/ testing/ finished goods inspection in PSC
- Support Desk experience
- Technical auditing commissioning and investigation experience
Competence and Skills:
- Service orientation
- Factual communication and methods to distribute product information.
- Factual reporting, investigations, diagnostics
- Ticketing processes, knowledge base management
- Digital service solution
- Problem-solving skills and fact based approach
- Sense of ownership of customers problems, adaptive to changes and fast movements
- Specific competences according to competence matrix
Language skills:
- English requirement: Advanced
- Second language preferred: German, French
Certificates:
- Driver License (passenger cars)
- Driver License (trucks)
- Crane operator license (PL)
You will be part of:
We offer you a position in a global organisation where you are challenged with interesting and diverse tasks. These tasks will provide a great opportunity for you to grow professionally.
What We Offer
- Hybrid working system;
- Working with specialists in an international environment;
- Comfortable workplace and friendly atmosphere;
- Medicover Healthcare package;
- Multisport for you and your family;
- UNIQA Insurance for life;
