Technical Support Specialist - Cranes

Compensation Data

Salary starting from $75,000 per year based on skills and experience. 

Purpose of the position

• To provide first/second line of general technical product support to cranes business lines customers
• To secure fast and effective support, filter out important cases and deploy the support processes by being always available, responsive and transparent
• To ensure that the right people and internal functions attend to important cases for resolution
• To establish problem reports and root cause analysis to feed the PLC-process
• To establish problem reports and root cause analysis to feed the WPSP-process
• To participate in NPD and development projects as subject matter expertise
• To plan and execute technical training based on internal plans and requests coming

Main tasks and responsibilities

• Main area of expertise: SHR, HR, CS
• Receive all types of technical claims, complaints, questions, tickets, calls, emails etc for all types of loader cranes products, parts, accessories and equipment
• Provide on-site field support and field investigations within your area of expertise for all types of loader cranes products, parts, accessories and equipment
• Track, route and redirect problems to correct resources
• Ensure feedback loop to the callers, countries and regional management
• Ensure proper facts and problem reports to R&D, QA and other PSC units
• Update CSC requests/ data and produce activity reports 
• Take responsibility of the content of the PLC process (cases, documents, reports meetings, etc)
• Establish, distribute and follow-up service letters and product re-calls (contribute to content)
• Capture training need
• Train in service training and support processes
• Perform and report product audits, pre-delivery inspections and other types of product and performance related audits (e.g. at installation workshops, service workshops, PSC’s etc)
• Ensure internal feedback loops work efficiently
• Facilitate complex and cross functional root cause analysis incl. escalation to PLC
• Participate in development and NPD-projects as subject matter expertise
• Recommend procedure/ process and product modifications 
• Comply with regulations and rules in Cargotec, in particular health and safety regulations and procedures and IMS records
• Comply with the superior’s instructions concerned with the work, if they are not contrary to law or employment contract
• Work conscientiously and carefully
• Estimated travel days/year is 40-80 days, both domestic and international travel possible

What you’ll need to succeed

Education:

• High School Diploma/equivalent required 
• Academic degree within engineering, production engineering, quality assurance preferred
• Technical education with mechanics, machines construction/service

Working experience:

• Several years of experience from technical service & maintenance, product or sales support in area of load handling/construction/agricultural equipment
• Several years of experience from service workshop and/or design of Hiab products or similar
• Several years of experience from assembly/ testing/ finished goods inspection in PSC
• Support Desk experience
• Technical auditing commissioning and investigation experience

Skills and competencies:

• Service orientation
• Factual communication and methods to distribute product information
• Factual reporting, investigations, diagnostics
• IT systems for customer support and service operations
• Ticketing processes, knowledge base management
• Digital service solution
• Problem-solving skills and fact based approach
• Patience and strength to deal with problems on a daily basis
• Sense of ownership of customers problems, adaptive to changes and fast movements
• Knowledge of rules, regulations and product requirements
• Specific competences according to competence matrix

Personal attributes or qualities: 

• Excellent communication skills
• Team worker with high integrity and case critical attitude
• Energizing, inspirational, flexible
• Customer focused and supportive attitude
• Extrovert and people oriented
• Likes to have things in order with a holistic mindset
• Analytical, structured and organized
• Solution and investigation focused
• Fact based, formal but adaptive and flexible when needed

You will be part of

Hiab offers a variety of different career possibilities for different backgrounds and ambitions, so whatever your passion is, we may just have the job for you! We want to bring in new expertise and fresh ideas, while providing our existing employees with new and interesting career opportunities. Your talent, experience and passion may just be what we seek or need to shape the future of Hiab and our industry. We offer as well: 

• Employees First way of life: all of us should experience Easiness, Empowerment and Excellence every day at work
• Comprehensive benefit package including; health, vision, dental, voluntary life/disability insurance upon first day of employment
• 401k program with 6% company match
• Personal time off and company-paid holidays
• Opportunities for career growth and competitive salary commensurate with experience
• Paid training
• Company mentoring program
• Tuition reimbursement for job-related continued education
• Referral Program
• You may also be provided with a company cell phone, laptop and/or credit card, all to be used for the purpose of conducting company business

Interested to join?

If you are excited about this opportunity, please submit your Resume/CV today for consideration!

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