Product Training & Service Specialist

Job Details

Description

Job Summary: Responsible for delivering exceptional customer experiences through comprehensive product demonstrations, training, technical service, and maintenance of specialized equipment.

Essential Duties

Product Knowledge & Demonstration

• Develop a deep understanding of the features, specifications, and capabilities of all products within the business segment, including Hurst Extrication Equipment.
• Stay current on product updates, enhancements, and new releases to effectively showcase the latest offerings during demonstrations.
• Collaborate with managers, sales teams, and marketing professionals to tailor demonstrations based on customer needs.
• Customize demonstration scripts and presentations to effectively communicate product value propositions.
• Prepare products for demonstration by inspecting, detailing, and cleaning before and after use.
• Serve as a subject matter expert to address customer questions, provide technical support, and recommend ancillary products to enhance product performance.
  
  

Technical Service & Preventative Maintenance

• Perform annual preventative maintenance, certification, and repairs on extrication tools, and pumps.
• Diagnose, troubleshoot, and repair complex technical issues to ensure optimal product performance.
• Review service documents and product improvement programs, serving as the primary technical contact for customers.
  
  

Product Delivery & Customer Training

• Conduct training sessions on products upon delivery to ensure customers understand features, benefits, and best usage practices.
• Showcase additional products that can enhance product performance and customer satisfaction.
• Ensure effective communication of technical concepts in an engaging and persuasive manner.
  
  

Transportation & Logistics

• Coordinate transportation of stock and demo equipment within the company’s service area.
• Ensure safe and timely delivery of products to customer locations or between company sites.
  
  

Feedback & Continuous Improvement

• Gather feedback following demonstrations, service interactions, and product deliveries to identify areas for improvement and upselling opportunities.
• Collaborate with internal teams to incorporate feedback into product development, demonstration materials, and service processes.
  
  

Administrative Responsibilities

• Maintain accurate records of service activities, demonstration outcomes, and customer feedback.
• Update travel schedules based on sales and service demands.
• Document preventative maintenance and repair work to ensure compliance and tracking.
  
  

Essential Qualifications

• 2+ years direct experience or 5+ years industry experience in a related technical field.
• Proven experience in conducting product demonstrations and technical service, preferably in a technical or sales-related role.
• Strong technical aptitude with the ability to quickly learn and understand complex products and systems.
• Valid Driver’s License with an insurable driving record.
• Excellent communication and interpersonal skills, with the ability to build rapport and convey technical concepts clearly.
• Customer-focused mindset with strong problem-solving abilities and adaptability in dynamic environments.
• Proficient in MS Office Suite and capable of learning new technologies quickly.
• Meticulous organizational skills and attention to detail.
• Ability to travel frequently and for extended periods for product delivery, demonstrations, and service activities.
• This role is deemed safety-sensitive and requires passing a pre-employment drug test.
  
  

ADA Requirements

• Bend, squat, climb, grasp, twist, reach, lift or otherwise move frequently for extended periods.
• Lift, move or otherwise transfer up to 50 lbs frequently, or more occasionally.
• Walk, stand or otherwise move about continuously.
• Typically sits, grasp items and performs keyboarding for occasional operation of a computer.
• Exposure to typical machine shop physical hazards including chemicals which may require respiratory protection.
• Travel by car or air frequently
  
  

This job description is intended to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. MacQueen Equipment will reasonably accommodate the known disabilities of qualified disabled individuals.

MacQueen Equipment is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color or creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, pregnancy, affectional preference, disability, age, marital status, familial status, protected veteran status, status with regard to public assistance, membership or activity in a local commission dealing with discrimination, or any other protected class status. All candidates who receive a job offer must successfully pass both a criminal background check and a drug test before employment can be finalized.

Qualifications

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Preferred

Dedicated

: Devoted to a task or purpose with loyalty or integrity

Enthusiastic

: Shows intense and eager enjoyment and interest

Functional Expert

: Considered a thought leader on a subject

Detail Oriented

: Capable of carrying out a given task with all details necessary to get the task done well

Team Player

: Works well as a member of a group

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)