Technical Services Specialist

Field Technical Services Specialist

ABOUT THE ROLE

SANY America is looking to recruit a driven, forward-thinking, and highly motivated Field Technical Services Specialist, Southeast US (Florida, Georgia, Alabama, Mississippi, South Carolina, North Carolina). With the deep investment and backing of SANY Group, the Sany America's business expects to grow significantly in the coming years. Critical to this growth is the appointment of a high-quality TSS who is responsible for overseeing technical support for dealers and customers. This position will be both office-based and field-based, who will work closely on problem resolution. This TSS is responsible for working with dealers and customers to ensure prompt repair of heavy construction machines (such as motor graders and compaction rollers) and the development of solutions for known and emerging issues based on service cases and field experiences. The ideal candidate would live within or reasonable daily driving distance of Peachtree City, Georgia, but we are open to all opportunities within the southeastern US.

The role will require someone who can balance multiple tasks while being a problem solver that can resolve complex machine issues.

With current revenues over $500 million, SANY America continues to make strong progress and significant investments in the Americas market; the organization is now pursuing an aggressive growth strategy and is looking to move quickly beyond this initial platform and increase their market share.

KEY RESPONSIBILITIES

The TSS is expected to:

Technical

• Work with dealer technicians to resolve complex technical issues in a timely manner.
• Review cases for dealers and customers in assigned region, support case resolution.
• After resolving an issue develop a technical knowledge document that can be used for future similar problems.
• Ensure all dealers are up to date on all product changes and service bulletins.
• Work with the TCSM to ensure that dealer technicians obtain SANY training and obtain certifications.
• Provide remote and onsite technical support to troubleshoot and repair SANY equipment. This could include being directly involved with troubleshooting and doing the repair in order to train dealer technicians.
  Work with Sany Engineering team to support a Field Follow Program for new model concepts.
• Review assigned Service Manuals and other technical publications to ensure that these are correct and meet market requirements.
• Work on Manager assigned projects to drive problem resolution to emerging issues.

Parts

• Assist dealers to determine correct parts required to repair specific machines.
• Identify errors in manuals and provide information to correct these errors.

Warranty

• Work with dealers to ensure correct warranty submission when assisting in the problem resolution.
• Assist in the development of Flat Rate Job guides.

Other Duties

• Identify and report on product quality and emerging product reliability issues.

Collaboration

• Intra-departmental: Territory Customer Support Managers, Warranty Team
• Inter-departmental: Training & Development, Engineering, Regional Business
• Managers, District Sales Managers, Parts, Marketing, Product Managers, Accounting, Sales Operations External: Dealers, Customers, 3rd Party Attachments providers

The ideal candidate will:

• Minimum of 3 years of experience in the construction, industrial or agricultural equipment industry.

• Knowledge of Heavy Off-Road Equipment of Sany America or other similar types with appropriate technical aptitude.

• A customer-centric and service-oriented mind-set with a passion for customer service.
• Computer literate with experience of Microsoft Word, Excel and Salesforce

• Attention to detail to promote positive customer interactions.
• Have strong communication, presentation, and teamwork skills with the ability to build trust and credibility globally, which includes winning approval from various stakeholders.

• Strong organization and prioritizing skills.

• Team player but also able to work under own initiative.

• Be driven to win, goal-directed, adaptable and agile, and people focused with the ability to influence cross-functional teams without formal authority.
• Demonstrate a high degree of creativity and mature judgement in anticipating and solving non-reoccurring, unprecedented problems. Have a Root Cause/Countermeasure approach to problem solving (analytical vs. intuitive).
• Have high energy with a strong sense of urgency who is resilient and self-confident.

• Valid Driver’s license with a clean driving record
• Technical Certification (preferred)

TRAVEL REQUIREMENTS

COMPENSATION

Compensation will be competitive and commensurate with experience. It will include a base salary and other exceptional benefits

EQUAL OPPORTUNITY STATEMENT

SANY America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status.