Insite Support Representative - Southern Region

Responsibilities:

1. Responsible for the support and commissioning of Crowns’ InfoLink Fleet Management product on Crown and non-Crown models (both in the field and at branch locations).
2. Responsible for the support and commissioning of Crowns’ Technology products, Auto Positioning System and Auto Fence on VNA trucks.
3. Training the customer(s) on the use and administration of the InfoLink Fleet Management application and modules.
4. Troubleshooting related software & hardware issues.
5. Collaborate with Technology & VNA Manager on field tests and ongoing issues.
6. Provide advice and assistance to customer on WiFi infrastructure requirements.
7. Assist branch/field service technicians at customer installs.
8. Provide ongoing customer support to ensure customer retention and develop aftermarket opportunity.
9. Provide information reports to Crown management as required.
10. Assist in the administration of databases such as recording of retrofits on non-Crown models.
11. Liaise with all other departments associated with InfoLink such as Sales, Sales Admin., Parts, Service and Aftermarket Support (Munich).
12. Promote the Onboarding of InfoLink through tools such as the Customer Benchmarking reports.

This position reports to the Technology & VNA Manager.

KEY TASKS:

Below is a summary of the key tasks that would be expected of this role, however other tasks will evolve and so the role needs to be flexible.

InfoLink/APS/Auto Fence Customer Installs:

1. I.T./Software: Work with customer on implementation requirements and support agreement. Where necessary, provide advice on WiFi issues/requirements. Implement InfoLink (either via hosting by Crown or by installing software directly on customer’s own server), upload data (employees, certificates, and equipment), and customise default settings to correspond to the customer’s application. Work on creating slot & tag maps for the implementation of APS/Auto Fence.
2. Train the Administrator on how to manage the InfoLink/APS systems in order for their company to gain the best overall benefits the system has to offer them. Train the Administrator, Supervisors, and Technicians on how to use the dashboards, reports and alerts available within InfoLink. Train the Administrator, Supervisors, Operators and Technicians on how to log into and use the InfoLink modules. Assist with InfoLink software upgrades.
3. Technical / Hardware: Assist branch/field service technicians with hardware, wiring and mounting installation. Assist with proper testing of InfoLink/APS install prior to “go live” as well as performing post “go live” checks. Assist with wireless setup, and overall association of truck and module with the local wireless network. Assist on troubleshooting of any wiring or hardware issues that may arise throughout the install. Assist with hardware and firmware upgrades.

Document and report hosting (or software) and hardware installation progress to the management.

Service Support:

Provide direct support to customers and internal personnel on InfoLink software questions, managing the database, troubleshooting issues with software and hardware including the InfoLink server and InfoLink modules. Conduct follow-up calls with customers to assist them with analysing data and setting up dashboards.

Ongoing Customer Support:

Provide ongoing customer support post installation of InfoLink. This will include technical support/advice as well the preparation and presentation to each customer of periodic ‘Business Review’ Benchmarking reports to ensure their continued engagement with InfoLink. Provide support to the Sales teams (Field and National Accounts) where necessary, e.g. setting up customer trials, attending and supporting sales presentations to the customer. Provide support to the Sales Admin department in the expediting of InfoLink orders.

Parts Support:

Provide support for service technician parts inquiries.

Management Support:

Provide support to management on all aspects of InfoLink/APS/Auto Fence including periodic reports of installations.

Minimum Requirements:

• Although no formal qualifications are required for this role, basic understanding of maths & a level of literacy is essential.
• Some computer/IT skills and technical field experience in the lift truck industry are preferred.
• Interpersonal skills are also required as the role requires the ability to liaise effectively with customers and multiple internal departments.
• Being self-motivated and comfortable speaking in front of small to medium sized groups is necessary for this position.
• The nature of this role means that travel and some overnight stays will be necessary.

Hours of Work:

Monday to Friday – 37 hours per week, but may be more to fulfil the job requirements.

Company Vehicle:

Company vehicle with private use available (subject to tax regulations).

Fuel card with private mileage benefit (subject to tax regulations).

Holidays:

25 days holiday.

Pension:

Company pension plan.

Contact Information:

Please contact us via our website at:

Crown Lift Trucks Ltd
Katy Burrows
Rutherford Road
Basingstoke
RG24 8PD
www.crown.com

If you have any further queries regarding this job, please do not hesitate to contact the Recruitment Team at Crown Lift Trucks Ltd on 01256 300211 or via uk.recruitment@crown.com