Product Support Specialist

Product Support Specialist

Summary

Title: Product Support Specialist

ID: 2837482

Location: Tukwila, WA

Job Category: Operations Management

Description

A leading provider of specialized services to the global industrial, commercial and infrastructure markets, BrandSafway delivers access and scaffolding systems, forming and shoring, industrial services and related solutions to more than 32,000 customers worldwide. BrandSafway was formed when Brand Energy & Infrastructure Services and Safway Group combined in 2017. We are a corporation of 35,000 employees with operations in more than 35 countries.

At BrandSafway, we know our employees are our greatest asset, which is why we give them the tools, training and resources to be successful. Come join our growing operations team. We are looking for a Product Support Specialist at our Tukwila, WA location, where we manufacture hoists and related access equipment. The Product Support Specialist assists customers, sales and field service personnel by providing technical advice and information on production equipment in assigned product families, based on product performance data from customers and field service engineers.

Responsibilities

• Coordinate’s problem resolution which may require customer notifications via written notification.

• Must be a self-started, willingness to learn, must have great people skills, charismatic, excellent communication skills and focused on the customer experience.

• Responsible for handling product support calls, guiding callers through problem resolution.

• Actively listen to and enable customers with solutions to common problems.

• Ensure customer escalation process is followed to assist both internal and external customers to resolve mechanical, electrical, software and/or process problems associated with the operation, programming, troubleshooting and maintenance of SafeWorks product offerings.

• Administers warranty policy for assigned products.

• May perform other special projects and evolved duties as assigned.

Qualifications

• High School Diploma or equivalent.

• At least two years of directly related customer-facing product support and troubleshooting experience for a manufacturer of electromechanical equipment.

• Proficiency in technical writing as demonstrated by at least two years of experience drafting documents such as service bulletins or product manuals for such equipment of an industrial company.

• Electrical troubleshooting skills and ability to read schematics. Must have a demonstrated ability to logically lead customers through technical problem-solving events.

• Strong mechanical aptitude.

• Prior experience conducting training classes and/or who have demonstrated stand-up presentation skills.

• Excellent verbal and written communication skills.

• Computer experience needed with strong working knowledge of MS Office applications.

• Ability to adapt to changing priorities in a fast-paced environment.

• Safety first attitude and self-motivated.

BrandSafway, including its subsidiaries, is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, religion, gender, marital status, sexual orientation, age, disability, special disabled or Vietnam or other era veteran status.

Notice to all potential job candidates:

Please be advised that BrandSafway will never require or ask for any fee from you in exchange for being considered, hired, promoted, transferred or having ongoing employment with us. It is a violation of our Code of Conduct if any employee requests any money or fee from you in exchange for any special treatment or consideration. If anyone, regardless whether an existing employee, or anyone else, requests payment of any fee in exchange for being hired into our company, you may confidentially contact our HR Compliance department at hrcompliance@brandsafway.com and provide the name of the individual and any other documentation or proof of such an act.