Technical Service Specialist

Position Description

As a Technical Support Specialist your role will be to perform complicated technical service functions. You will act as a liaison between internal departments and manufacturers, service centers, central distributors, field sales staff and customers in order to resolve complex requests, questions and concerns associated with company products/services.

Job Responsibilities

• Acting as a subject matter expert in responding to and resolving a variety of product,service requests, questions and concerns of moderate complexity via telephone, e-mail, and other technologies.

• Investigating and troubleshooting matters concerning repairs or procedures to correct problems associated with electrical or mechanical systems.

• Conducting  research and investigations to determine validity of warranty claims and may make warranty policy adjustments as required.

• Communicating with both internal and external partners in order to resolve inquiries.

• Assisting with locating various product parts in critical situations that require expedient resolution.

• Providing guidance and training to internal customer service representatives and other staff.

• Maintaining and continuously improving knowledge of principles, practices and procedures regarding company products and equipment for unique situations that require new and creative solutions.

• Performing other duties as assigned.

Job Skills Requirements

• Good written and verbal communication skills
• Strong negotiation and problem resolution skills
• Strong interpersonal skills to deal effectively and efficiently with diverse groups of people in a dynamic environment
• Proficient computer skills
• Strong mechanical aptitude and technical knowledge specific to Company products
• Excellent customer service skills
• Strong ability to convey technical information to customers and dealers in an easy to understand manner
• Fluent in English and primary language used in area of responsibility and/or location

Education

Experience Requirements

• Minimum of three years of experience in a troubleshooting and repair capacity
• Engine powered product service industry experience preferred
• Customer or technical support experience

Physical & Environmental Requirements