Detail View

Product Support / RA Specialist

Marion, IA

Job Information:

About Our Organization:
Legacy Manufacturing brands and product lines cover a wide range of functions and share a common focus on quality, efficiency and durability. Our products are all designed to the highest standards and are made with materials best suited to each intended use. We stand solidly behind our brands, including LegacyTM, ColorConnex®, Cyclone®, Lock-n-Load®, Flexzilla® and SmartFlex®. Legacy brands offer what dedicated professionals need and what do-it-yourself perfectionists want.

Provide technical product support to Legacy end users, customer service, sales associates, representatives and distributors.

Support the Legacy Returned Authorization (RA) process by evaluating customer and/or user returned material, reporting findings and collaborating with Accounting and Sales Departments to assure customer satisfaction.

Duties and Responsibilities:
  • Respond to external and internal customer inquiries regarding technical support of Legacy industrial and automotive maintenance products.
  • Evaluate returned material from Legacy customers, perform warranty and non-warranty repair of products. Provide input to Accounting Department to help determine if returned material qualifies for customer credit.
  • Create responses to correspondence and handle assignments and problems such as responses to complex RAs or product application questions.
  • Notify Quality Assurance Department when returned product contains quality problems or other manufacturing defects.
  • Establish priorities, organize workloads and keep Management informed of the more difficult and complex assignments.
  • Maintain tools and test equipment for their work area and within the department.
  • Perform other related duties as assigned or requested.
  • Some physical demands - occasionally required to lift moderate to heavy weights (25-50+ pounds).

  • Getting Information - Observe, receive, and obtain information from all relevant sources.
  • Making Decisions and Solving Problems - Analyze information and evaluate results to choose the best solution and solve problems.
  • Communicating with Persons Outside Legacy - Communicate with people outside the organization; represent the organization to end users and customers. This information may be exchanged by telephone, writing, e-mail, social media, or in person.
  • Communicating with Supervisors, Peers, or Subordinates - Provide information to supervisors, co-workers, by telephone, writing, e-mail, or in person.
  • Documenting/Recording Information - Entering, transcribing, recording, storing, or maintaining information in written or electronic form.
  • Monitor Processes, Materials, or Surroundings - Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
  • Organizing, Planning, and Prioritizing Work - Goal-oriented with the capability to meet ever dynamic deadlines. Develop specific goals and plans to prioritize, organize, and accomplish your work.

  • Mechanical experience or mechanically inclined.
  • Problem Solving - Identifies and resolves problems efficiently; gathers and analyzes information; develops solutions; uses reason.
  • Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for assistance; meets commitments.
  • Interpersonal Skills – Respect and listen to others attentively; remain open to others' ideas and tries new things.
  • Oral Communication - Speak clearly and persuasively; listen and get clarification when necessary; respond informatively to questions.
  • Written Communication - Write clearly and concisely; present data effectively; read and interpret written information.
  • Planning/Organizing - Prioritize and plan work activities; make efficient use of time.

  • High school diploma or equivalent as minimum education
  • At least 1-year customer service or technical troubleshooting.
  • Minimum field of expertise include customer service experience in a business environment, troubleshooting experience with preferred field of expertise of customer service and technical troubleshooting experience in industrial equipment, experience in processing returned material, experience in implementing and improving generally accepted customer service
  • 3 years customer service experience, 3 years troubleshooting experience and 1 year returned material processing, preferred experience and returned material processes and experience in researching and compiling technical information.

Application Instructions:

Click apply now button to send resume today!

Applying for:

Product Support/RA Specialist

Legacy Manufacturing

(.DOC, .DOCX, .PDF, .RTF, .TXT, .ODT, .PAGES, .WPS up to 2MB)

Posted 02/20/18

Job ID: 36256522