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Business:  Hiab
Job Function:  Service
Location: 

Stargard, PL Sundsvall, SE Stockholm, SE Hudiksvall, SE Stockholm, SE Södertälje, SE

Product Support Specialist

As pioneers and global leader, Hiab is ambitious to write forward our success story, inspiring and shaping our industry. The world in which we operate with our class-leading products, intelligent services and innovative digital solutions is constantly changing

The purpose of the position is: 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 participate in NPD and development projects as subject matter expertise. To plan and execute technical trainings based on internal plans and requests coming

Main tasks and responsibilities:

● Main area of expertise: HR, LMR, FRC, CS, INST

● Receive all types of technical claims, complaints, questions, tickets, calls, emails etc for all types of loader, forestry and recycling cranes products, parts, accessories and equipment

● Provide on-site field support and field investigations within your area of expertise for all types of loader, forestry and recycling 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 MAU units.

● Update FL 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, MAU’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.

Job qualifications Education:

● Academic degree within engineering, production engineering, quality assurance

● 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 MAU

● Support Desk experience

● Technical auditing commissioning and investigation experience Competence and skills:

● 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

Purpose of the position

As pioneers and global leader, Hiab is ambitious to write forward our success story, inspiring and shaping our industry. The world in which we operate with our class-leading products, intelligent services and innovative digital solutions is constantly changing

The purpose of the position is: 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 participate in NPD and development projects as subject matter expertise. To plan and execute technical trainings based on internal plans and requests coming

Main tasks and responsibilities:

● Main area of expertise: HR, LMR, FRC, CS, INST

● Receive all types of technical claims, complaints, questions, tickets, calls, emails etc for all types of loader, forestry and recycling cranes products, parts, accessories and equipment

● Provide on-site field support and field investigations within your area of expertise for all types of loader, forestry and recycling 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 MAU units.

● Update FL 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, MAU’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.

What you’ll need to succeed:

Job qualifications:

 

Education:

● Academic degree within engineering, production engineering, quality assurance

● 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 MAU

● Support Desk experience

● Technical auditing commissioning and investigation experience

 

Competence and skills:

● 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

You will be part of:

You will be part of a dynamic global team with high pace and lots of competence in a fun and awarding environment

 

Hiab is part of Cargotec

Hiab is the world's leading provider of on-road load handling equipment, intelligent services and digitally connected solutions. As the industry pioneer, Hiab's more than 3,300 employees worldwide focus on our commitment to increase efficiency in our customers' businesses and to shape the future of intelligent load handling.

 

Hiab's offering encompasses class-leading load-handling equipment, including HIAB loader cranes, LOGLIFT and JONSERED forestry and recycling cranes, MOFFETT truck mounted forklifts, MULTILIFT demountables, and tail lifts under the ZEPRO, DEL, and WALTCO fabrands. Hiab's ProCareTM service, award-winning HiVisionTM crane control system, and HiConnectTM platform demonstrate our constant drive to provide intelligent services and connected solutions that add value to our customers. www.hiab.com

 

Hiab is part of Cargotec. Cargotec's (Nasdaq Helsinki: CGCBV) sales in 2020 totalled approximately EUR 3.3 billion and it employs around 11,000 people. www.cargotec.com

Interested to join?

If You have any questions, do not hesitate to contact: ireneusz.iskra@cargotec.com

You will be part of a dynamic global team with high pace and lots of competence in a fun and awarding environment

 

Hiab is part of Cargotec

Hiab is the world's leading provider of on-road load handling equipment, intelligent services and digitally connected solutions. As the industry pioneer, Hiab's more than 3,300 employees worldwide focus on our commitment to increase efficiency in our customers' businesses and to shape the future of intelligent load handling.

 

Hiab's offering encompasses class-leading load-handling equipment, including HIAB loader cranes, LOGLIFT and JONSERED forestry and recycling cranes, MOFFETT truck mounted forklifts, MULTILIFT demountables, and tail lifts under the ZEPRO, DEL, and WALTCO fabrands. Hiab's ProCareTM service, award-winning HiVisionTM crane control system, and HiConnectTM platform demonstrate our constant drive to provide intelligent services and connected solutions that add value to our customers. www.hiab.com

 

Hiab is part of Cargotec. Cargotec's (Nasdaq Helsinki: CGCBV) sales in 2020 totalled approximately EUR 3.3 billion and it employs around 11,000 people. www.cargotec.com