Service Information Specialist

Job Summary

Career Area: Product Support

Designs, creates and maintains technical service documentation and/or data for company products.

What You Will Do

• Creates, validates, and revises technical service information and/or data in support of new product introduction, continuous process improvement, and revision timelines. Manages and acts on dealer feedback.
• Utilizes interfaces for different delivery media; integrates text, graphics, and hyperlinks as needed.
• Ensures all service information and/or data is created accurately, participates in process improvement efforts, and follows information standards

What You Have

• Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
  Level Basic Understanding:
  • Focuses activities on developing and maintaining positive customer relationships.
  • Discusses general differences between internally and externally focused organizations.
  • Cites the cost and benefits of good versus poor customer service.
  • Explains why customer satisfaction is important to successful product/service delivery.
• Data Gathering Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
  Level Basic Understanding:
  • Describes alternative data-gathering techniques and tools.
  • Documents basic data-gathering methodologies.
  • Identifies the purposes of data gathering and analysis.
  • Identifies key objectives in gathering and analyzing data.
• Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
  Level Basic Understanding:
  • Cites personal experiences of receiving excellent customer service.
  • Describes examples of poor, mediocre, and excellent service.
  • Explains how managing customer perceptions and expectations enhances customer service.
  • Describes several important business benefits of providing high quality service.
• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
  Level Basic Understanding:
  • Describes non-verbal behaviors that influence the interpretation of the message.
  • Cites examples of effective and ineffective communications.
  • Explains the importance of effective business communication.
  • Speaks/writes using correct language, mechanics, and gestures.
• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
  Level Basic Understanding:
  • Provides examples of the characteristics of effective business relationships.
  • Identifies key business relationships in own organization.
  • Describes the nature of a productive business relationship.
  • Explains the benefits of building business partnerships.
• Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
  Level Basic Understanding:
  • Uses a structured approach in analyzing and resolving technical problems.
  • Seeks opportunities for continual learning to maintain technical competence in pursuit of technical excellence.
  • Provides examples or case studies demonstrating technical excellence in actual business scenarios.
  • Pursues, prepares for and assumes new technical assignments and challenges.

This position requires working onsite five days a week.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.