Insite Support Specialist

2 months ago

Basingstoke, Hampshire, United Kingdom Crown Full time
Job Title: Insite Support Representative

At Crown, we are seeking a highly skilled and motivated Insite Support Representative to join our team. As a key member of our support team, you will be responsible for providing exceptional support to our customers, ensuring their successful adoption and utilization of our InfoLink product.

Key Responsibilities:
  • Installation, set-up, and commissioning of the InfoLink product on Crown and non-Crown models.
  • Support of the commissioning of the Auto Positioning System and Auto Fence on VNA trucks.
  • Training customers on the use and administration of the InfoLink application and modules.
  • Troubleshooting InfoLink software and hardware issues.
  • Collaboration with the Insite Support Manager on field tests and ongoing issues.
  • Providing advice and assistance to customers on wifi infrastructure requirements.
  • Assisting branch/field service technicians at customer installs.
  • Providing ongoing customer support to investigate, research, and resolve issues to ensure customer retention and develop aftermarket opportunities.
  • Providing information reports to Crown management as required.
  • Assisting in the administration of databases, such as recording retrofits on non-Crown models.
  • Liaising with all other departments associated with InfoLink, including Sales, Sales Admin., Parts, Service, and Aftermarket Support.
  • Promoting the Onboarding of InfoLink through tools such as the Customer Benchmarking reports.
Person Specification:
  • Basic understanding of maths and a level of literacy is essential.
  • Some computer/IT skills and technical field experience in the lift truck industry are preferred.
  • Interpersonal skills are required for effective liaison with customers and multiple internal departments.
  • Self-motivation and comfort speaking in front of small to medium-sized groups are necessary for this position.
  • Travel and some overnight stays will be necessary.
Vacancy Details:
  • Hours of Work: Monday to Friday, 37 hours per week, with the possibility of more hours to fulfill job requirements.
  • Target Salary: Competitive salary.
  • Company Vehicle: Pool car for the first 9 months during probationary period.
  • Fuel card with private mileage benefit (subject to tax regulations).
  • Holidays: 25 days holiday.
  • Pension: Company pension plan.

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