Senior Product Support Specialist

As pioneers and global leader, Hiab is ambitious to write forward our success story, inspiring and shaping our industry. The world in which we operate with our class-leading products, intelligent services and innovative digital solutions is constantly changing.
Purpose of the position
As a Product Support Specialist you will be responsible to provide best in class customer experience by delivering differentiated solutions, including market leading product and data-driven services, throughout the product lifecycle. Within the role you will lead the Product Support team including oversight of quality requirements. You will lead and execute customer requirements for product documentation, training, warranty assessment and end to end quality oversight.
Main Responsibilities
Regional oversight on End2End quality; Support global product support manager and communicate quality issues. Agree together with PM’s the actions needed
Hands on working and management of the local sales engineers to deliver responsive support on technical product and installation questions
Participate in PLC projects, communicate, and document product changes for sales and service organization.
Development of technical documentation, instructions and instruction videos according in line with possibilities provide by latest technology. Keeping current material up to date.
Conducting and preparing technical product training for global service personnel, and technical personnel of Hiab partners for the DEL and ZEPRO products
Visit customers when service, organization needs help in diagnostics and quality claim assessment, handling and decision-making with suppliers and partners.
Participating in new product development (NPD) and product lifetime care (PLC) projects for existing products as the quality and product support department responsible. Secure that voice of customer is included to the product design. Aim to reduce warranty cost based on warranty claim data and increase field reliability of the products and solutions.
Continuous review and monitoring of CDI statistics designing actions and programs for corrective actions and product quality improvement.



What You’ll Need To Succeed
Relevant educational background (e.g. B.Sc. or M.Sc. in Engineering) or equivalent skill set
Work experience (3+ years) in the fields of load handling, transportation or equivalent
Practical experience in implementing customized load handling solutions accumulates seniority in the role
Good training skills and willingness to travel around the world on work assignments
Strong communication and negotiation skills to work as a part of a global organization and to decide for warranty compensation
Understanding of todays’ requirements on digitalization and connectivity
Good knowledge in steel structures, hydraulic, electric and electronic systems
Knowledge of control systems is considered as an asset
Knowledge of commercial vehicles is considered as an asset
Cross functional collaboration skills
Fluent in English
Professional and career development coaching of team members
Ability to work in a Matrix structure in ambiguity (self lead)
Strong ability to influence within the region and global function
Customer centric mindset
Organised
Communicating.



Interested to join?
If you are excited about this opportunity, please submit your application!
Hiab is part of Cargotec
Hiab is the world's leading provider of on-road load handling equipment, intelligent services and digitally connected solutions. As the industry pioneer, Hiab's more than 3,300 employees worldwide focus on our commitment to increase efficiency in our customers' businesses and to shape the future of intelligent load handling.
Hiab's offering encompasses class-leading load-handling equipment, including HIAB loader cranes, LOGLIFT and JONSERED forestry and recycling cranes, MOFFETT truck mounted forklifts, MULTILIFT demountables, and tail lifts under the ZEPRO, DEL, and WALTCO fabrands. Hiab's ProCareTM service, award-winning HiVisionTM crane control system, and HiConnectTM platform demonstrate our constant drive to provide intelligent services and connected solutions that add value to our customers. www.hiab.com
Hiab is part of Cargotec. Cargotec's (Nasdaq Helsinki: CGCBV) sales in 2020 totalled approximately EUR 3.3 billion and it employs around 11,500 people. www.cargotec.com