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Technical Service Coordinator

Cedar Rapids, IA, US

Job ID: 22890 

Location: US-IA Cedar Rapids HR 

Department:  Customer and Product Support 

 

 

Reporting to the Service Manager, you will be responsible for providing a first-class technical support to our Dealer and Customer network worldwide by providing technical assistance, reviewing warranty claims and compiling warranty data.

 

Responsibilities:

  • Ability to provide support to Customers and dealers on a variety of topics (electrical, hydraulics, Mechanical) troubleshooting via telephone and internet-based Customer Response Management (CRM).
  • Perform root cause analysis on issues found with Customer machines.
  • Collaborate with our Engineering & Quality Teams to ensure referral of all issues are dealt with on a timely basis to enable ongoing product improvements.
  • Assesses the ability of the customer to provide service. Identifies parts and supplies that the customer must have to restore equipment to a safe operational level.
  • Recording issues to the CRM system to accurately track issues in the field
  • This position is responsible for the quality of timely and accurate processing of warranty claims and documents while utilizing decision-making skills.
  • Requires interaction with dealer network, technical service and other company stakeholders.
  • Dealer interaction is primarily via phone and CRM based systems, requiring effective verbal and written communication skills and proper phone etiquette.
  • Communicate with vendors about issues/failures seen in the field.
  • Compile CRM and warranty system data to see trends and report the findings to the Quality council team to improve products.
  • Promote a high level of technical support from within the dealerships.

 

Basic Qualifications:

  • High School Diploma or GED
  • Minimum of 2 years’ experience working in a technical/mechanical role

 

Preferred Qualifications

  • Associate’s degree
  • Experience in the heavy equipment industry
  • Technical expertise in mechanical, electrical and hydraulic systems
  • Proven track record of working in a customer facing environment
  • Detailed knowledge of Mobile Screening and Crushing, Construction or Agricultural industries
  • Excellent in MS Office Applications
  • Capability to communicate to dealers at all levels and across a diverse customer base, building effective working relationships
  • Effective interpersonal and communication skills
  • Excellent technical expertise in mechanical, hydraulic & electrical systems
  • Experience in driving change in a Service & Technical Helpdesk environment
  • Ability to develop effective relationships internally at a variety of levels and work closely with sales and product management
  • Ability to monitor and control financial resources within the designated budget
  • Customer focus
  • Highest level of integrity, honesty and trust
  • Drive for results
  • Strong analytical skills and attention to detail
  • 2 years’ experience working directly with end line users in a customer service role.
  • Proficiency in reading and interpreting Electrical, hydraulic and mechanical prints. 

 

Location: US-IA Cedar Rapids HR 

Department: Customer and Product Support 

Job ID: 22890 

 

Terex Overview:

Terex Corporation is a $3.1 billion publicly traded global manufacturer of lifting and material processing products and services. We are passionate about producing equipment that helps improve the lives of people around the world, and providing our team members with a rewarding career and the opportunity to make an impact. While our operations are global, each office or factory is a close-knit community. We value diversity, equity and inclusion, safety, integrity, respect, servant leadership, courage, citizenship, and continuous improvement. It’s an exciting time to be part of the expanding manufacturing sector – come join us!

 

Additional Information:

It is the policy of the company to attract and retain the best qualified employees. We are committed to providing employment opportunities to the most qualified internal or external candidate based on work-related factors and without regard to non work-related factors including race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, or veteran status as a special disabled veteran, Vietnam Era Veteran, or other qualifying veteran.

 

The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including paid vacation, 401(k), medical, dental, and vision.

 

Terex Corporation is an Equal Opportunity Employer and Affirmative Action Employer M/F/D/V.


Nearest Major Market: Cedar Rapids