Aftersales Smart Assist Administrator

Description

Aftersales Smartassist Administrator

Yanmar Compact Equipment North America designs, manufactures and supports a complete range of compact equipment including compact track loaders, mini excavators, wheel loaders and construction equipment for use in such markets as construction, landscaping, utility, land management and agriculture. The products are sold primarily through a third party, independent dealer network. 

OVERVIEW:

The goal is to lead the Smartassist Direct (Diagnostic) and Smartassist Remote (Telematics) digital technologies by assisting dealers with registration, concerns, software diagnostics, and consistent monitoring as well as drive the growth of the platforms. 

RESPONSIBILITIES:

• Develop best practices and workflows for: Asset monitoring, Service & functional alerts, PM programs, operator usage, reporting & monitoring
• Daily Monitoring of SmartAssist Remote critical alerts.
• Provide training to dealer personnel.
• Assist with security, theft recovery, and workflow execution
• Assist dealers with troubleshooting and diagnostics of platforms.
• Lead the telematics platform adoption initiatives across the YCENA Dealer Network for North America.
• Assist in creation and execution of strategy for the telematics platform.
• Establishes and maintains positive working relationships with all dealers.

Secondary Responsibilities

• Evaluate new telematics technologies and additional value-added solutions
• Support APIs and integrations to Dealer   management & CRM systems
• To work with and assist with YCENA Service   Help Desk operators on key technical issues
• Assist with marketing initiatives, align   SA-R initiatives with YCENA aftermarket department programs

Operational Framework 

• License Management
• System Maintenance
• Training Documentation
• Workflow Creation and Documentation
• Assist with Marketing Documentation
• Assist with Creation of and Reporting of KPI’s

Requirements

QUALIFICATIONS:

Education and/or Experience:

· 2-year Technical Diploma or Associate’s Degree in related field

· 3-5 years or more related experience or an equivalent combination of education, experience, and factory sponsored training in the heavy equipment construction environment.

Knowledge, Skills, & Abilities:

Professional Expertise/Skills 

•  3-5 years of experience and/or working knowledge of the operational characteristics of construction equipment and understanding of   documentation.
• 1-3 years of experience in identifying and resolving software   problems or causes by diagnosing and identifying symptoms, troubleshooting,   and problem solving.
• 1-3 years’ experience in a customer facing environment
• 1-3 years MS Office (word, excel, outlook).

Methodical   Expertise 

• Knowledge of business operating systems preferred (Epicor ERP, TWS Warranty System).
• Strong orientation towards quality, safety, and continuous improvement.
• Strong computer skills.
•  Data Analytics

Personal   Skills 

• Demonstrated problem solving skills.
• Functions independently within context of day-to-day activities. 
• Ability to travel, up to 25% of the time.
• Ability to travel internationally.

Social   Skills 

• Strong orientation towards quality, safety, and continuous improvement
• Excellent communication skills; both written and oral.
• Able to gather and analyze relevant information and coordinate work with other team members. 

Management scope and leadership skills 

• Cross- functional Leadership
• Global/business acumen
• Strong Dealer Development Skills

Description is not intended to be an all-encompassing list of responsibilities, skills, efforts or working conditions associated with this position. It is intended to be a guideline reflecting the principal activities.