Primary Duties:
- Support HD HCE-NA and external dealers with technical, parts and application information, HiMATE and LOAMS support, and providing licensing for electronic tools required for Perkins and Yanmar engines support.
Provide dealers with Perkins PASS CODES for Perkins SCR issues as needed.
- Report on HCE problems and suggested changes and/or updates to both the Operators and Service manuals so they can be corrected and / or updated.
Key Responsibilities:
- Support DSMs with troubleshooting and technical information.
- Support HD HCE-NA District Managers by relaying customer feedback of machine concerns and questions related to machine options and applications.
- Review Training, Sales, and technical publication for accuracy. Report any inconsistencies to HCE through HD HCE-NA’s engineer liaison.
Responsibilities:
- Be the face of HD HCE-NA technical support. Respond to questions from the public that are routed through the HD HCE-NA web site and direct calls from end users.
- Work with Product Development and Marketing to educate them on the technical aspect of new features and how the systems interact with each other.
- Work with HD HCE-NA warranty department on technical related issues and job requirements for the repair of warrantable machines.
- Work with Part and service management to find local repair facilities to repair and rebuild cores to create Reman parts.
- Performing Failure Analysis Reports as required.
- Work with the Product Support department, including the DSM and Aftersales Engineers, during the investigation of product issues and resolutions while providing crucial data to management and HCE Korea.
- Organize and store electronic files to be shared with HD HCE-NA staff and dealers’ technicians when needed.
Other duties:
- Other duties and functions appropriate to the position as assigned by the manager from time to time.
Work environment and other requirements.
- Work environment and other requirements: The work environment is a non-smoking office environment. No heavy lifting required. Mostly sitting with computer and phone usage. Accommodation can be made for handicapped employees. Travel only on an “as needed” basis. A minimum amount of travel is required for this position.
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