Vermeer Corporation Technical Service Support Specialist in Pella, Iowa
You’re not likely to find another company like Vermeer. Our people are from all walks of life in locations around the world, rolling up our sleeves and getting tough work done every day. Together. We’re a family-owned and operated company with an unmatched culture, one that is built on the belief that every Vermeer team member has real, personal impact – on our people, our customers and our world. Whoever you are and where you are in your career, Vermeer helps you be Equipped to Do More®.
1 - First Shift
The Technical Service Support Specialist provides a high professional level of technical assistance to dealers and owners of Company products to ensure customer satisfaction. This role drafts technical bulletins and other service documents, conducts technical training on Company products, and assists in the quality and reliability process and parts information from customer service phone lines. This position also reviews and critiques each ECO (Engineering Change Order) to enhance knowledge of improvements of product.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Demonstrate the Vermeer characteristics of caring culture, demonstrating agility, customer focused, and stewardship and model the associated behaviors.
Provide technical support to the field staff, customers and dealers via the telephone or in person. Ensure all service calls are tracked and documented.
Develop service training courses by testing, researching and serving as an expert on the product. Conduct training for technicians and customers at both domestic and international plant and customer locations. Operate new equipment, to understand how it works and serviceability.
Work with manufacturing on setting quality standards for all machines by holding random quality events. Track enhancements and ensure they are completed to finish. File pre-delivery inspection reports for all equipment.
Research repetitive issues with products in the field and possibly develop an AK/IK-Kit to improve issues. Create service bulletins service notes to inform the field representatives of any changes of performance or product enhancements.
Take calls on parts and assist the Parts Center, dealers and customers in finding a rare or hard-to-find part.
Record machine repair information in database software as required.
Work with engineering design and make suggestions to enhance product serviceability.
Establish, evaluate and adjust warranty flat-rate schedules; test equipment that has been returned; track first 30 new machines and monitor for 6 months; update hydraulic and electrical schematics and conduct audits on finished products off the assembly line.
Education and/or Experience
Minimum of high school degree or equivalent is required with up to 3 years’ experience; an Associate’s degree with 1-2 years’ experience highly preferred; and/or a combination of education and experience, required.
Previous experience with electrical and hydraulic systems is preferred.
Other Skills and Abilities
Demonstration of good verbal and written communication skills not only in English but also in Spanish or Portuguese, including the ability to conduct lectures and training seminars.
Ability to provide informative and professional assistance when working with the public/customers and co-workers and maintain positive interpersonal relationships which encourage openness.
Ability to produce accurate, professional and error-free documents in a timely manner.
Ability to maintain a professional and positive attitude in "heated" situations.
Knowledge of hydrostatic hydraulic and electrical systems, mechanical systems and equipment.
Ability to read hydraulic and electrical schematics and blueprints.
Ability to read and use measuring devices, including micrometers.
Ability to troubleshoot an electrical or hydraulic system over the phone.
Ability to provide expertise if service department is required to testify in lawsuits.
Ability to expedite reasonable solutions to the field in a timely manner for customer satisfaction.
Ability to identify and report any safety or hazard type condition that may exist or surface in order to avoid injuries.
Certifications, Licenses, Registration
Up to 50% domestic and/or international travel by car or plane may be required.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability or veteran status. Applicants requiring a reasonable accommodation due to a disability at any stage of the employment application process should contact Team Member Solutions in human resources at (641) 621-8767 or at email@example.com.
Our reach is global, our impact is personal. By joining Vermeer, you won’t just be making the right step for your career. You’ll be making a real, personal impact on our people, our customers and our world.
Impact Our People: You’ll find teams of hardworking people who take pride in their work, pride in each other and pride in the principles that guide them. Our team members are diverse, talented and driven to continuously learn, improve and innovate, both for our company and for their careers.
Impact Our Customers: Whether our customers are operating small stump cutters in their backyard or giant surface mining equipment in Australia, they make progress happen. Our team members are constantly turning up new possibilities and collaboratively innovating to keep our customers and the people they serve on the leading-edge of progress around the world.
Impact Our World: At Vermeer, we believe in giving back and helping people and communities. We’ve held that belief from our founding in 1948. Our reach extends from offering impressive benefits that help our team members and their families live well, to supporting our local communities through volunteer and community investment programs. Our impact is also experienced by the way our customers use Vermeer products to make a difference. Vermeer equipment is used all around the world to keep people connected to life necessities, such as water and electricity, harvest the feed that nourishes a vibrant food supply and effectively manage precious natural resources that improve our quality of life.