Product Support Specialist

Location: Creedmoor, North Carolina
Opening ID: 20156
Job Family: Safety and Environmental
Date Posted: Jul 10, 2019

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Job Description

Why Join Altec?

Product Support Specialist

 

 If you’re considering a career with Altec, Inc., there’s never been a better time to join us! 

 

Altec is currently experiencing record growth and is committed to hiring candidates who will continue that record of success.

 

Our Company was founded based upon values that place the customer first, and view people as our greatest strength. Altec has continued to grow, utilizing the same basic values, and over the years, those values have helped us to earn the trust and confidence of our customers worldwide. We remain committed to total customer satisfaction in everything we do. That’s why today, Altec is an innovative, financially sound company that is setting the standard of excellence in design, manufacturing and service; and that’s why you can rely on us to provide you with the stability of a well managed company.

Our Company:

Altec Inc., founded in 1929, is a privately held company headquartered in Birmingham, Alabama.

Altec specializes in the manufacture, sale and service of aerial devices, digger derricks, cranes and specialty equipment for the electric utility, telecommunications, tree care, construction, and light and sign maintenance industries in more than 120 countries.

Our Values Sustain Our Vision:

Altec continues to pursue a singular vision: To be recognized by customers as the preferred supplier of products, services and solutions in all markets we serve. Our values sustain that vision, our goals build upon it and our associates help to achieve it. Altec’s values are the cornerstone of our corporate culture and every Altec associate is considered an integral part of Team Altec.

OUR VALUES:

Customer First – Enjoyment of Work – Family – Financial Stability – Integrity – People are our Greatest Strength – Quality – Spiritual Development – Teamwork

PURPOSE OF POSITION:   
Serves as the first point of contact in the understanding and resolving product support issues.  Associates interact with various teams including, but not limited to, Product Engineering, Quality, Manufacturing, Service, Technical Support, and customers to promptly resolve internal and external product support issues.

In this position, the individual will lead technical support efforts within the team. The role will involve working directly with customers and the product development team in resolving field issues, fielding support calls, as well as playing a pivotal role in the development of new products.  Clear communicator who can skillfully troubleshoot hydraulic and electrical problems.


MAJOR RESPONSIBILITIES:
• Provides technical support of the assigned Altec product line to the customer, mobile service technicians, Altec service group, and the production facilities
• Documents and distributes all product support issues so that they may be passed on to the proper group for resolution
• Leads the effort to resolve and repair all field issues or field campaigns
• Works with Product Development team to aid in the development and testing of new products and feature enhancements
• First point of contact for hydraulic, mechanical, and electrical troubleshooting for internal and external customers
• Participates in projects to include but not limited to: New Product Development, RCI events, and APN/Manual review.
• Participates in project prototype builds and teardowns as required.
• Operates mobile hydraulic equipment as required
• Completes training programs and classes as assigned.
• Performs inspection and/or repair procedures to validate APN work instructions.
• Documents and maintains support records in accordance with established procedures.
• Following applicable troubleshooting, determines and prescribes correct service parts for repair.
• Interfaces with customers to promptly assist in resolving technical issues in a professional manner, which may include on-site customer visits.
• Leverages available resources to minimize customer unit downtime.
• Provides customer support on non-standard or changing schedules.
• Works with associates to resolve manufacturing/customer support or quality issues.
• Establishes and maintains consistent communication, both written and verbal, fostering positive relationships between all internal and external customers.
• Communicates and coordinates escalated support issues with multiple departments after reviewing with the manager.
• Documents Equipment Performance.
• Assists with the use of advanced diagnostic equipment and/or data acquisition systems such as strain gauge, pressure transducer, flow meter, CanKing, programming, etc.
• Participates in the 8D process as required
• Maintains Product Support WIP board, spreadsheets and/or other documentation retention mediums in order to document recurring issues and track issue resolution status.
• Develops and maintains a deep technical knowledge of the specific Altec product line including unit operation and troubleshooting
• Works with associates to resolve manufacturing support or quality issues
• Provides support for warranty claims, production issues, cost reductions and field service challenges
• Communicates with Altec associates on a daily basis
• Processes QARs, ECNs and Production Process Documentation
• Interfaces with customers to promptly assist in resolving technical issues in a professional manner
• Provides support to the customer on non-standard or changing schedules
• Other duties as assigned

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

• High school diploma or equivalent required;  Associate’s Degree strongly preferred; Curriculum must have included mechanical, hydraulic or electrical systems, OR
• Three to Five years’ experience in Altec Manufacturing, Altec Service, or similar experience diagnosing and resolving technical issues at another manufacturing operation
• Current Driver’s License required
• Demonstrated knowledge of one or more of the following: Mechanical, Electrical, or Hydraulic Troubleshooting
• Demonstrated hands on experience with electrical, hydraulic, and/or mechanical systems in assigned product line
• Demonstrated ability and willingness to learn independently
• Strong initiative with independent time and task management
• Demonstrated familiarity with typical pressure gauges, flow meters, etc.
• Demonstrated ability to read and utilize schematics
• Demonstrated ability to read and understand parts and maintenance manuals
• Demonstrated ability to read and understand Bills of Material and work instructions
• Computer Skills - Basic literacy (ability to utilize keyboard, mouse, etc.)/Office/e-mail
• Excellent written and verbal communication skills• Ability to utilize available tools to analyze data in researching a potential issue
• Ability to obtain industry specific certifications as required (e.g. crane certification)
• Ability to obtain Sentry certification within 6 months

**The job level may be modified upward based on the qualifications of the candidate

Additional requirements listed below pertaining to the specified product line.

Product Engineering
• FPS Mobile Hydraulic Mechanic certification or the ability to obtain within the first 12 months
• Ability to assess weld quality and serviceability based on established documentation

Service Technical Support
• FPS Mobile Hydraulic Mechanic certification or the ability to obtain within the first 12 months
• Ability to assess weld quality and serviceability based on established documentation

CRANES & LARGE DERRICS
• FPS Level 1 Certification required.

GREEN FLEET EQUIPMENT
• FPS Level 1 Certification preferred.

SPECIALTY PRODUCTS
• FPS Level 1 Certification preferred.
• Available for extended overnight travel, via air and other modes of transportation required.

OTHER POSITION SPECIFICATIONS:
• Demonstrated ability to read Bills of Material and work instructions
• Basic PC computer skills
• Demonstrated ability to present technical information in verbal and written form
• Understand engineering testing equipment
• Lift up to 50 pounds
• Demonstrated record of responsibility
• Extremely detail oriented
• Customer Service Oriented
• Motivated, goal oriented and persistent
• Maintain Company confidentiality
• Must handle stress and deadlines well
• Excellent leadership and troubleshooting skills
• Participate in Continuous Improvement Initiatives
• Travel 0-50%

Responsibility for Safety:
• Safety In everything we do

Responsibility to Prevent Errors:
• Ensures appropriate reviews have been performed as needed for high quality 

Mental Alertness:
• Continuous attention to all job functions ensuring quality products, maintenance, and output

Communication with Others:
• Requires outside and inside contacts to carry out company policy and programs;  Improper handling will have considerable effect on operational results;  Must often deal with matters requiring explanation, persuasion and obtaining of approvals

EEO Statement

Altec Industries, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, color, religion, sexual orientation, gender identity, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Altec strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.

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