Job Location : all cities,MN, USA
SUMMARY: Field Support is responsible for providing pre and post sales technical support to dealers, fleets and truck drivers. Support includes but is not limited to phone, email, and on-site installation and driver training to support the Idle Free electric APU product line.
RESPONSIBILITIES AND DUTIES:
* Performs on-site installations of and training on electric APU products.
* Diagnoses product issues and processes warranty claims.
* Responds to technical questions from existing and potential customers.
* Develops and maintains documentation for all support activities including product development, enhancement, engineering and marketing activities.
* Works with Customer Service team to evaluate complex customer problem, identify root causes and derive resolutions.
* Works with sales team in product sales activities and supports Account Managers in identifying new customers and retaining existing customers for business growth.
* Analyzes customer suggestions and recommend product revisions.
* Coordinates with business units to support new product developments and existing product enhancements.
* Works with development team in performance analysis of new products and enhancements.
* Analyzes industry trends and market demands to recommend product enhancements.
* Performs other related duties as required or assigned.
QUALIFICATIONS:
* AA degree in HVAC/Refrigeration or equivalent plus 5 years of relevant experience
* Minimum 1 year of experience in a technical or technical support role.
* Experience directly interacting with customers
* Ability to troubleshoot and diagnose issues
* Ability to translate customer needs to a viable technical solution
* Ability to read electrical schematics and use problem solving skills to quickly identify root cause of problem
* Basic computer skills needed to do word processing, spreadsheets, CRM, presentations, finding information and communications
* Must possess a valid driver's license and the ability to travel within the United States and Canada for several days at a time (must be able to obtain a passport).
* Ability to lift 50 lbs, see colors and climb on outside and inside of trucks
* Occasional travel may be required