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Product Support Leader in Brillion, WI at Ariens Company

Date Posted: 6/1/2017

Job Snapshot

Job Description

Leaders at Ariens inspire and develop passionate people who work as one team to continue the success of our Company’s legacy.

 As an Ariens Leader, I will:

  • Live and uphold the core values
  • Genuinely care and make a positive impact on those I work with
  • Be available, approachable & accountable
  • Listen carefully and communicate honestly
  • Set clear expectations
  • Coach to achieve excellence and recognize success

 

At Ariens Company we understand that Passionate Employees Astounded Customers = SUCCESS! We offer a fast-paced, casual environment with a strong sense of community. As a member of our team you will have the opportunity to make an impact and be recognized for it.  At Ariens you’re not just an employee, you're family!

We are currently recruiting for a motivated and passionate Product Support Leader. This position is responsible for, investigating and resolving technical issues, coordinating and managing related activities, providing data cross departmentally as well as analyzing and processing of warranty claims in regards to technical problems brought forward both internally and externally for both Ariens and Gravely products.

Essential Duties and Responsibilities: 

  1. Support dealers and professional customers by evaluating, analyzing and offering assistance in regards to technical repairs and warranty on equipment.
  2. Conducts data analysis to understand developing issues and assist in providing solutions.
  3. Acts as a liaison with Product Development providing key information regarding failure mode and root cause analysis.
  4. Based on internal and external interactions proactively communicate known issues to the appropriate area.
  5. Partner with internal resources, Engineering, Quality, Manufacturing, Parts, Sales, Customer Service and Accounting, to resolve, bring awareness and understanding to discovered issues for a successful resolution.
  6. Use the critical to quality and other processes to determine root causes of problems and develop permanent corrective actions.
  7. Participate in product and process development teams.
  8. Lead continuous improvement efforts.
  9. Assist in the development and execution of training for the customer support group, dealers and sales.
  10. Use judgment to evaluate need for exceptions to policies to meet customer expectations while keeping in mind established guidelines and procedures.
  11. Draft Service bulletins and Self-Service articles for publication.
  12. Assist and educate dealers with use of Internet based applications.
  13. The ability to support special projects and additional duties as assigned.
  14. The ability to support multiple and concurrent projects.
  15. The ability to multi-task or change direction on short notice.
  16. This position may require travel of up to 20%.
  17. Actively attend and participate in required trainings.
  18. Stay current with system and product information, changes and updates.
  19. Research required information using available resources.

 

 

Job Requirements

Education/Experience   

  • Associate's degree (A. A.) or equivalent from two-year college or technical school
  • Minimum of 2 years related experience and/or training in the Outdoor Power Equipment Industry or other industry with similar products
  • Minimum of 2 years related experience and/or training in customer service required; experience with service over the telephone is desired
  • Equivalent combination of education and experience may be considered 


We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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