Product Support Associate
Verified Pay | $20.00-$27.00 per hour |
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Hours | Full-time, Part-time |
Location | Le Center, Minnesota |
About this job
Job Description
POSITION TITLE: Product Support Associate
FLSA STATUS: Full Time
REPORTS TO: Service Manager
SALARY RANGE: $20.00-$27.00/ Hour
REVISED: March 8, 2024
PRIMARY RESPONSIBILTIES
The Product Support Associate takes phone calls and emails from Winco dealers and owners of Winco Generator Sets, and assists customers with troubleshooting and repair of Winco Generator Sets and Accessories based on symptoms. This includes various components and systems such as Engines, Generator Ends, Control/Monitoring Systems, and Electrical Power Distribution Systems/Switchgear. The Product Support Associate will gather and provide thorough documentation and customer feedback of issues to be entered into company databases. The Product Support Associate will treat customers with complete dignity and respect at all times. The Product Support Associate has a real stake in maintaining Winco’s good name, and must take ownership of each product failure and help follow through until the problem is resolved. This position does have the potential for future growth and promotion, and the opportunity to participate in developing and conducting dealer training.
JOB INTERACTIONS AND INTERFACE
This role interacts with internal staff in all departments as necessary.
DUTIES / RESPONSIBILITIES
ESSENTIAL FUNCTIONS
Provide excellent telephone skills – customer oriented and pleasant to work with
Execute perfect working knowledge of generators and generator design, basic electricity and electrical wiring
Assist customers with after sales support, troubleshooting, and technical questions
Problem solving ability – Provides solutions
Work well in a team environment and cross train as needed
Backs up other service department duties as necessary
Other duties as assigned by Service Manager
PREFFERED QUALIFICATIONS
Working knowledge of troubleshooting diesel and spark ignited engines
Working knowledge of AC and DC electrical theory
Familiarity with MS Outlook and Office Suite
Familiarity with Epicor ERP System a plus
Ability to organize and submit completed paperwork
Technical School Certificate or Degree
Mechanical/Electrical Certifications are a plus