Service Representative Technical Support Oem
2 weeks ago
As a Heavy Equipment Technical Advisor, you will be required to take calls to troubleshoot, guide and resolve issues with dealer technicians/mechanics to minimize downtime of machines.
Maintain communication with internal management, engineering, and manufacturing employees daily.Day shift: 5 x 8-hour shifts; Monday to Friday
Interested in joining the dynamic Tigercat Team? Learn more about our role below
Tigercat Industries is a proud, privately owned Canadian company since 1992. We specialize in the design and manufacture of premium quality forestry and off-road industrial equipment.
Our valued employees are the roots of our success We have multiple locations in Southwestern Ontario, and approximately 2000+ employees.
Having training and experience are key, but at Tigercat Industries, we believe that it's what you DO with what you have that counts.
View our product line-up here and check out our machines in action on Tigercat TV
Department:
Service Reports to: Service Manager
Responsibilities may include:
- Provide technical assistance in assisting Dealer technicians with troubleshooting and diagnosing hydraulic, electrical, mechanical and diesel engines system issues.
- Prepare case reports and document oral and written communications.
- Participate in root cause analysis and implement effective corrective action.
- Implement root cause analysis and effective corrective action.
- Work with engineering, manufacturing, and purchasing departments to improve quality of Tigercat products.
- Solicit and analyze feedback from customers and dealers and evaluate results to identify trends and opportunities for improvement.
- Consolidate and record service history and case reports.
Skills and Experience:
- Strong understanding of Hydraulic, Electrical, Mechanical and Diesel Systems, and able to troubleshoot and problem solve effectively and efficiently.
- Preferred training such as: Heavy Duty Equipment Technician, Diesel Mechanic / Truck and Coach Technician, Heavy-Duty Equipment Mechanic, or Motive Power Technician.
- Comprehensive understanding of drawings and specifications, geometric tolerances, and dimensions.
- Post-Secondary diploma/degree or equivalent education and experience.
- Proven customer service experience.
- Excellent personal and communication skills, both written and verbal.
- Proficient in Microsoft Office programs.
- Strong organizational skills, planning and time management skills.
- Must be adaptable to a changing work environment, competing demands and able to deal with frequent change, delays or unexpected events and manage multiple projects simultaneously.
- Bilingual is a strong asset (French, Spanish, Portuguese, Russian, Italian).
- Demonstrated ability to use initiative, work efficiently and independently.
- Valid Passport and ability to travel worldwide and on short notice.
Key Relationships:
- Service Manager
- Service Director, Parts Manager, Rebuild Supervisor
- Managers of Engineering Product Groups, Manufacturing
- Internal Service and Warranty group
- External Sales, Engineering and Field Product Support group
What We Can Offer You:
- Progressive health and safety program
- Interesting and challenging work and projects
- Opportunity to see and be involved with our products from start to finish
- Competitive Wages and Profit Sharing
- Dedicated shift and no mandatory overtime
- Generouss shift premiums; $3.00 per hour for afternoons
- RRSP Matching Program
- Skills development and training reimbursement
- Family oriented (BBQ's, picnics as well as social and sporting events)
- Company paid healthcare benefits and Employee and Family Assistance Program (EAP)
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