Reporting to the Executive Director of Scag Engineering for Scag Power Equipment in our Mayville Office, this position will be working with our Scag customer, suppliers and dealers, as well as maintaining additional documents.

Customer Support

• • Assist with customer technical support calls, e-mails, letters, etc.
  • Assist with Distributor, Pro-Gold Dealer and authorized dealer contacts.
  • 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.
  • Provide field support assistance to distributors and dealers, technical field support technicians - when applicable. 

Warranty

• • Assist with review online warranty claims and process for warranty credit - when applicable.
  • Assist with maintaining Flat Rate Labor Chart and apply flat rate times to new product - when applicable.
  • Provide distributors and dealers warranty policy adjustment authorization – when applicable.

Customer Contacts

• • Provide assistance with customer contacts sent in via social media, email, etc. - when applicable.
  • Coordinate, manage & distribute of any complaints with distributor support staff – when applicable.

Training

• • Participate in distributor and dealer training seminars.
  • Create, develop and update training materials for Scag University online training system and hands on training materials.
  • Provide and Assist distributors with training reports or Scag University.
  • Assist the marketing team with dealer and user certifications levels for Scag University dealer certification compliance.

Technicial Writing/Training Materials

• • Assist with creating and maintaining documents as needed
    • Service Bulletins
    • Service Information Sheets
    • Instruction Sheets
    • Operator's Manuals
    • Illustrated parts list

Miscellaneous

• • Assist with improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations.
  • Coordinate and manage the technical support team.
  • Assist the parts team with the creation and development of suggeted service parts stocking lists for all new products coming to market. 

Knowledge, Skills, and Abilities

• • Background in outdoor power equipment or equivalent field.
  • Experience with small engines.
  • Working knowledge of DC electrical circuits and hydraulic systems.
  • Experience with SAP, Claimpro, and Adobe software.
  • 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 present to large groups.
  • Ability to create an environment of trust and always exhibit a positive attitude.

Job Expectations

• • Enjoy travel up to 25%.
  • Strong communication skills, oral and written.
  • Problem-solving skills to diagnose problems with equipment.
  • Ability to troubleshoot hydraulic, electrical systems and repair as needed.
  • Ability to work independently, with initiative and self-direction.
  • Attention to detail to spot issues and complete accurate field reports.

Education/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

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