After Sales Technical Support

Description

This is primarily an in-office technical support role, focused on helping Customers by phone and email. After Sales Technicians troubleshoot product and service issues, document solutions, and work closely with internal teams to ensure a positive Customer experience. While the role is mainly office-based, it also offers occasional hands-on opportunities such as supporting installations, training, and trade shows.

Primary Responsibilities:

1. Abide by the company’s Quality Management System
2. Prioritize customer satisfaction and maintain compliance with statutory and regulatory requirements
3. Protect the company’s assets, reputation, goodwill, and marketplace stature at all costs

Essential Functions:

This position will perform the below listed duties consistently, accurately, timely, safely, and at the lowest feasible cost:

1. Listen to Customers patiently and maintain professionalism under pressure.
2. Resolve problems quickly and escalate when necessary.
3. Suggest improvements to troubleshooting guides and processes.
4. Solve service issues and enter orders for service parts (warranty/parts sales).
5. Coordinate with Team Members to find solutions.
6. Create accurate reports and maintain product databases.
7. Provide feedback and industry insights to Marketing and R&D.
8. Maintain all tools, equipment, and workspaces.
9. Observe safety rules and promote a safe work environment.
10. Perform all other duties as assigned by the President.

Requirements

Minimum Qualifications:

1. Excellent listening and communication skills.
2. Strong problem-solving and decision-making ability.
3. Leadership and motivational skills.
4. Ability to work under pressure, both individually and as part of a team.
5. Attention to detail and mechanical aptitude.
6. Knowledge of electrical and fuel systems.
7. Understanding of XLT products, Customers, competitors, and markets.
8. Proficiency in Microsoft Office and database systems.

Core Values:

1. Teamwork – Give more than you take
2. Excellence – Strive to win at what we do
3. Integrity – Do what’s right, even when it’s hard
4. Respect – Treat others as you want to be treated

Physical Requirements:

1. Ability to lift up to 50 pounds
2. Ability to stand, walk, and use hands for up to 10 hours per day
3. Ability to climb, balance, stoop, kneel, crouch, and crawl as needed

Mental Requirements:

1. Basic math skills (add, subtract, multiply, divide)
2. Read, speak, and write English clearly
3. Convey information effectively and judge distances, shapes, and fits

Required Reading/Development

1. XLT Quality Manual
2. Kaizen Revolution
3. The Little Big Things
4. How to Win Friends and Influence People
5. 2 Second Lean

The above statements are intended to describe the essential responsibilities of persons assigned to this role. They are not intended as an exhaustive list of all duties, responsibilities, and requirements.