Product Support Specialist

Purpose of the position

Be the technical expert that interfaces between the factory based product Support team and the customer. You will actively participates and drives any product related performance issue.

Main tasks and responsibilities

Cargotec Values

• Demonstrate compliance and commitment to the company’s values

Occupational Health and Safety (OH&S)

• Ensure a safe working environment at all times
• Comply with the policies and procedures in accordance with the law

Customer Satisfaction

• Assist in maintaining a high level of customer satisfaction by providing for timely, professional and effective communication and service support response to all internal and external client inquiries.

Technical Support to Clients

• Provide for direct technical support to clients through troubleshooting, technical advice via electronic means or direct participation on the job
• Carry out inspections on client’s Kalmar equipment as per manufacturer’s guidelines
• Liaise with factory product support personnel for technical solutions to client problems
• Advise on necessary tooling and equipment to effectively service and repair Kalmar products
• Develop and offer spare parts recommendations to internal and external clients

Technical Support to Service Dept

• Provide direct technical support to service technicians and supervisors through troubleshooting and technical advice via electronic means or direct participation on the job
• Co-ordinate and assist with any factory directed corrective actions to equipment operating in geographic region  and provide reporting on completion as required
• Analyse technical issues and develop local solutions
• Provide regular and timely reporting of technical issues to Factory Technical Support

Warranty

• Provide technical support to service technicians and warranty administrator as required for determination of warranty claims
• Provide assistance to warranty administrator to support preparation of warranty issues information for on-send to factory
• Project manage any Kalmar products in-field improvement requirements if/as advise by factory and maintain required records to enable completion reporting on same.

Records Keeping and Reporting

• Maintain accurate records of all service related matters in relation to equipment in field including issues and issue rectification details.
• Maintain and update service materials support information reference materials and training materials
• Provide assistance in auditing internal service and client service information provided to ensure information is up to date and complete.
• Provide monthly reporting in relation to Product Technical Support activity to Management

Travel

• Travel throughout Australia and New Zealand may be required sometimes at short notice. The position also requires some occasional travel in Asia, Europe and Americas

What you’ll need to succeed

Education

• Mechanical or Electrical Trade qualification and/or a degree in Engineering recognized by the Institution of Engineers, Australia
• Formal high school qualification – HSC, VCE or equivalent and/or relevant Tertiary qualification
• Forklift Truck and Elevated Work Platform licenses
• Others operational licenses as required

Experience

• A minimum of 4 years practical experience
• Experience in the mechanical handling, port, industrial operations or crane industry sectors
• Experience in commissioning, maintenance, fault diagnosis and repair of heavy machinery
• Experience in troubleshooting and repair of DC and AC (low and high voltage) electrical systems, electronics and PLC
• Experience in delivering product technical training

Skills & Knowledge

• Knowledge in diagnosis and repair of hydraulic systems
• Knowledge in diagnosis and repair of electrical systems and electrical control systems
• Knowledge of motor control components such as inverters, encoders and associated software.
• Knowledge of Omron CX suite & Siemens S7 along with TCP/IP, CANbus or profinet/profibus comms networks is considered beneficial.
• Knowledge in diagnosis and repair of mechanical systems including welding and diesel engines.
• Intermediate to advanced level in Microsoft applications – Excel, Word, Access, PowerPoint, and Outlook.
• Excellent customer relationship skills
• Effective project management skills
• Strong analytical and numeracy skills
• Administration skills
• Effective time management skills
• People management and development skills
• Sound communication skills (written and verbal)
• Excellent interpersonal skills (ability to deal with all stakeholders in the business)

Competencies

• Customer orientated 
• Team player
• Motivating and inspiring people
• Excellent work ethic and leadership
• Ability to participate in all training and development programs
• Ability to get things done
• Cultural sensitivity and adaptability

Additional 

• Other duties as requested by your manager
• Able to lift heavy objects in line with OH&S guidelines

You will be part of

We believe in our people as it is our people who really make the difference. We always work in close collaboration with our customers, deliver on our promises and never walk away no matter how big the challenge. We succeed because we do it together. 

With us, you will have the opportunity to realise your potential and become an important member of our global team.

Interested to join?

If you are excited about this opportunity, please submit your application and CV.