This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• 
  Customer support

• 
  Answer customer calls, e-mails, letters, faxes, etc.
• Answer dealer Pro-Gold Hotline
• Communicate with, and assist Scag Regional Sales Representatives with service, warranty and parts concerns as needed.
• Assist distributors, dealers and end users with machine troubleshooting
• Assist distributors, dealers and end users with parts questions/concerns

• Warranty

• 
  Check in all parts being returned for warranty credit
• Review, reject or release warranty claims for parts being returned for warranty credit
• Review online warranty claims and process for warranty credit (daily)
• Contact Suppliers to obtain RGA’s to return parts for credit under warranty (i.e. Ogura, Superior Gearbox, Hydro-Gear, Parker/Ross), and provide documentation as required.
• Contact distributor personnel for additional information regarding warranty claim errors
• Maintain Flat Rate Labor Chart and apply flat rate times to new product
• Issue distributor RGA number for warranty – when applicable
• Provide distributors and dealers warranty policy adjustment authorization – when applicable

• Technical writing / Training materials

• 
  Assist with creating and maintaining documents as needed
• Service Bulletins
• Service Information Sheets
• Instruction Sheets
• Operator’s Manuals
• Assembly Instructions
• Scag University

• Customer surveys

• 
  Customer survey data entry
• Management & distribution of any complaints

• Parts

• 
  Assist with parts order entry when needed

• Training

• 
  Participate in distributor and dealer training seminars (300 Level, etc.)

• Miscellaneous

• 
  Additional duties as required

• 
  Must possess excellent communication skills (written, verbal, and presentation);
• Must be detailed-orientated, organized, and able to multitask on various projects;
• Must be self-motivated and demonstrate the ability to work autonomously;
• Works well in a cross-functional team environment, must be a team player and customer focused;
• Ability to create an environment of trust and always exhibit a positive attitude;

Education and/or Experience

• 
  Associated degree in Technical service or equivalent combination of education and experience in related field;
• A minimum of 2-3 years of related experience;
• High School Diploma

Metalcraft of Mayville is an Equal Opportunity Employer:

Minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity

PM17