AMP Research, a Truck Hero company and leading manufacturer of premium PowerStep, Besd Step and BedXTenders in Tustin California is currently looking for an candidates who have experience installing powered step systems for Trucks and SUV's.
Installation Support will be assigned to the technical area of customer care answering customer questions concerning how to install power step systems on Trucks and SUV's . They will explore and troubleshoot customers’ issues, as well as help determine warranty issues and causes. This position will be an install and part expert, implementing training on existing and newly hired associates. They will complete field product confirmations, part change outs on company vehicles as well as occasional customer vehicles. This person will be the one who installs parts for engineers on new release and product development providing necessary feedback. This position is the last line of inspection before products hit the customers and they must have an extensive knowledge of quality standards.
Essential Functions include the following. Other duties may be assigned.
• Walk customers and/or associates through the process of installing parts
• Help associates troubleshoot issues they encounter with customers while using all tools available to assist
• Send documentation to customers if needed
• Make necessary recommendations to satisfy customer issues
Primary role is to ensure the customer care tech team is trained and equipped with all the tools needed to resolve any issues a customer may encounter while installing our products. They will also collaborate with other departments to respond to customer questions making sure customers are handled efficiently and in a timely manner. Will act as a liaison, provide product information and resolve any emerging problems that our customers might face with accuracy and efficiency. They will work with quality, engineering and marketing to ensure all data and product information is up to date and accurate..
Qualifications – To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Individual must be able to travel. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience – High school diploma or equivalent and 1-2 years technical customer service or equivalent training. Must possess strong technical knowledge about the products and specific brands they have been assigned to. Must have excellent written and verbal communication skills with the ability to explain technical details to non-tech savvy customers. In addition, technical support must have strong analytic, problem solving, and research skills to sufficiently address issues even if the solutions aren’t immediately obvious. Must have the ability to forward think; see the question or issue before the customer presents it.
Computer Skills – To perform this job successfully, an individual should have knowledge of Database software; Internet software; Microsoft Office products, Excel, Word, Power-Point, customer based Portals (various) and Outlook.
Drug Screen – Must submit to a drug screen, which is performed on all new hires. Results must be reported prior to start date.
Work Authorization – Must be authorized to work in the United States. Appropriate documentation is obtained and reviewed by Human Resources.
Travel – Occasional travel may be required.
Availability – Must be able to work any shift and understand that changing to a different shift is at the discretion of management. Must be able to work required overtime, sometimes equating to 12 hour days. This position requires up to 10% travel.
Language Skills - Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small or large group situations to customers, clients, and other employees of the organization.
License’s Required – Valid Driver’s License and clear DMV record.
Level of Supervision – Employees in this position will perform a variety of routine work within established policies and procedures, and will receive detailed instructions on new projects and assignments.
Competencies - To perform the job successfully, an individual should demonstrate the following competencies.
Problem Solving – Identifies and resolves problems in a timely manner; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Customer Service – Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
Oral Communication – Listens and gets clarification; Responds well to questions; Participates in meetings.
Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone’s efforts to succeed.
Organizational Support – Follows policies and procedures; Completes tasks correctly and on time; Supports organization’s goals and values; Supports affirmative actions and respects diversity.
Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity – Meets productivity standards; completes work in timely manner; Strives to increase productivity; Works quickly. Detailed
orientated and well organized with the ability to multi-task
Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
Attendance/Punctuality – Is consistently at work and on time; Arrives at meetings and appointments on time.
Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.