Product Support Specialist Representative

Based in Sugar Grove, IL, Terramac was established to produce the world’s leading crawler carriers. Units are sold through a full dealer network which offers customers easy-to-locate parts and service throughout the world. The units can be customized with support equipment to serve many industries such as pipeline, utility, mining, environmental, general construction and more. To learn more, please visit us at www.terramac.com.

Terramac is looking for a Product Support Specialist Representative (PSSR) located in/near Houston to provide customer support primarily for the Texas Gulf Coast and Midwest. You may be asked to travel outside of this region. The PSSR provides both remote and onsite customer and dealer support and serves as a vital link between Terramac and our units in the field. This position requires travel on average approximately three days each week.

What You’ll Do:

• Effectively communicate mechanical information to sales team, dealers, and customers.
• Travel frequently to customer and dealer locations, overseeing and giving technical direction and troubleshooting equipment issues.
• Assist dealer network and customers with onsite product improvements and updates, including implementation and training of same.
• Gather information from our dealers on matters ranging from product design, operation, maintenance, warranty performance, and safety. Use information to recommend new products, design enhancements, technical documentation, and warranty improvements.
• Communicate with customers and dealer technicians (inbound and outbound calls and emails, etc.) to understand equipment symptoms and concerns, and to advise them of the course of action to be taken to restore equipment to safe working condition.
• Perform on-site equipment inspections and repairs, while maintaining accurate documentation.
• Plan and conduct product trainings and education to our dealer network and customers in the safe operation, maintenance, repair, and care of equipment.
• Troubleshoot mechanical faults and provide effective diagnostic and repair solutions.
• Master all functions of our rubber tracked carrier product line.

What You’ll Need:

• Excellent mechanical skills with 5 years of experience working with heavy machinery.
• Excellent commitment to customer service.
• Strong written and verbal communication skills.
• Willingness and ability to travel to dealer network locations and customer job sites as required.
• High school diploma or equivalent.
• Proficiency and understanding of mechanical, electrical, and hydraulic systems.
• Initiative. Ability to succeed with limited supervision.
• Ability to multitask and prioritize.
• Knowledge of and expertise with Tier 3 and Tier 4 diesel engines and related systems.

What Helps:

• Relevant certifications or trade school experience a plus.

The above list is non-exhaustive. Other essential job functions may exist that are not listed here.

Competitive pay and benefits!

Ask about our sign-on bonus!

Equal Opportunity Employer including veterans and persons with disabilities.

Job Type: Full-time

Benefits:

• Vision insurance
• Dental insurance
• Flexible schedule
• Work from home
• Paid time off
• Health insurance
• 401(k) matching
• Referral program
• 401(k)

Work setting:

• Remote

License/Certification:

• Driver's License (Required)

Work Location: Remote