Product Specialist

Summary

The purpose of the Product Specialist is to have a responsible person capable of operating and coordinating certain daily service activities related to a particular specialized product(s), either in association with, or in absence of the Facility/Service Manager.

Duties and Responsibilities

Unless otherwise specified, the Product Specialist is responsible for all daily internal service-related interactions between Techs and the manufacture. The responsibility includes, but is not limited to, a dedication to the company's mission statement, to company profitability and 100% customer satisfaction.

• Interact with entire Siddons Martin staff and maintain a good working relationship with specific assigned manufacture.
• Maintain clean and safe work areas and tool storage, both personal and company owned.
• Always maintain a neat and professional personal appearance.
• Assist Technicians in completing quality repairs and services in a timely manner.
• Assist Technicians in providing Service Manager(s) and Service Advisor with accurate estimated labor times and project completion dates.
• Assist Technicians providing Service Advisors and Warehouse Foreman with complete buildout restock lists and inventory needs.
• Establish and maintain contact with specific assigned manufactures tech and warranty Support programs to assist techs in processing tickets for warranty repairs and follow and certified repair processes.
• Establish and maintain a quality control process for any needed inventory items prior to end user receiving.
• Understanding of productivity goals and review for areas in need of improvement
• Follow company processes and procedures as defined in the SMEG Loose Equipment Policy and procedures manual.
• Participate in morning meetings with service staff to plan the day.
• Maintain accurate, timely and legible company designed reports and paperwork
• Notice and report potential problem areas to management before they arise.
• Maintain a successful working relationship with all Manufacturing personnel, Sales Team, clients and SMEG employees.
• Assist in establishing and or maintaining a standardized service platform for tools and inventory for all repairs related to Specialized product

Supervisory Responsibilities:

Coordinate with assigned team/shop and the Facility/Service Manager and serve as lead in direction on profitability and professional based repairs in assigned specialized field.

Qualifications

• High school diploma or equivalent
• 5 Plus years with experience in an emergency services-related industry.
• Experience within Fire and Emergency related industry
• Must hold and maintain proper manufacture required certifications related to assigned Product.
• Proven track record of success
• Excellent communication skills both verbal and written.
• Exceptional organizational methods (Work area, Safety, Tool & Equipment Organization)
• Possess exceptional leadership and motivational skills.
• Dedication to customer service and business success
• Ability to engage in and maintain positive relationships with employees and customers.
• Computer skills: Must be proficient with Microsoft Outlook Email, Microsoft Word & Excel programs as well as with any company or Manufacture provided software.

Education and/or Experience

• High School Diploma or GED
• Clean driving record
• 3 to 5 Plus years with experience in an emergency service-related industry
• Knowledge of repair principles and procedures in all areas of the Assigned Products Industry

Physical Demands

While performing the duties of this job, the employee is regularly required to use hands to handle or feel; reach with hands and arms; and talk or hear. The employee is regularly required to stand, walk; and stoop, kneel, crouch or crawl. The employee is occasionally required to sit and climb or balance. The employee is occasionally required to walk stairs and/or climb ladders. The employee must occasionally lift and/or move objects up to 65 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.