Product Support Specialist

About the position

The Product Support Specialist will need to recognize if failures fit into a manufacturers warranty period/policy or if it is a failure that the manufacture may consider for additional assistance beyond the stated warranty period or policy. Create claims from the work orders for those failures following the manufacturers requirements and track them until they are paid and processed by accounting. It is critical to be able to work independently once trained. The specialist will have heavy contact with Herc location/branch personnel from mechanics through managers. They will have limited contact with regional or corporate personnel. They will have consistent contact with representatives of manufacturers of equipment purchased by Herc.

Responsibilities

• Submit warranty claims to multiple manufacturers through the manufacture’s website warranty system in a timely basis.
• Monitor claims to ensure accurate disposition and reimbursement.
• Work directly with representatives of manufacturers to negotiate additional warranty coverage and assistance for repetitive failures and those occurring a short time period beyond the standard warranty period.
• Provide support to branch technicians and management to ensure limited downtime of the units of the manufacturer they oversee.
• Assist with additional or special projects as required by the business.
• Review and submission of all warranty claims based on work orders received during the current month.
• Submit all claims to the appropriate manufacturer within 30 days of receipt.
• Identify aged claims to be disposed of within 90 days.

Requirements

• Mid to Advanced level computer software experience
• 1-3 years office experience
• Fleet experience preferred
• Maintenance experience preferred
• Familiarity with electrical and mechanical systems
• Oracle/counter operation software knowledge a plus
• Microsoft Office is necessary, primarily Excel with formulas

Nice-to-haves

• Technical Schooling and/or certifications

Benefits

• Medical, Dental, and Vision Coverage
• Life and disability insurance
• Flex spending and health savings accounts
• Virtual Health Visits
• 24 Hour Nurse Line
• Healthy Pregnancy Program
• Tobacco Cessation Program
• Weight Loss Program
• 401(k) plan with company match
• Employee Stock Purchase Program
• Paid Time Off (Holidays, Vacations, Sick Days)
• Paid parental leave
• Military leave & support for those in the National Guard and Reserves
• Employee Assistance Program (EAP)
• Adoption Assistance Reimbursement Program
• Tuition Reimbursement Program
• Auto & Home Insurance Discounts
• Company Paid Life Insurance
• Supplemental Life Insurance
• Accidental Death & Dismemberment Insurance
• Company Paid Disability Insurance
• Supplemental Disability Insurance
• Group Legal Plan
• Critical Illness Insurance
• Accident Insurance