Service Technician

Briggs & Stratton, headquartered in Milwaukee, Wisconsin, provides innovative products and diverse power solutions to help people get work done. Briggs & Stratton is the world’s largest producer of engines for outdoor power equipment, and is a leading designer, manufacturer and marketer of lithium-ion battery, standby generator, energy storage system, lawn and garden, turf care and job site products through its Briggs & Stratton®, Vanguard®, Ferris®, Simplicity®, Snapper®, Billy Goat®, Allmand®, SimpliPhi®, Branco® and Victa® brands. Briggs & Stratton products are designed, manufactured, marketed and serviced in more than 100 countries on six continents.

Performs technical service functions in the field including technical problem solving for external customers and conducts training and educational programs for internal and external customers.

Job Responsibilities

1. Acts as subject matter expert in responding to and resolving a variety of product, service requests, questions and concerns of moderate complexity via telephone, mail, and in person.
2. Investigates and troubleshoots matters concerning repairs or procedures to correct problems associated with electrical or mechanical systems.
3. Conducts research and investigations to determine validity of warranty claims and may make warranty policy adjustments as required.
4. Communicates with both internal and external partners in order to resolve inquiries.
5. Assists with locating various product parts in critical situations that require expedient resolution.
6. Provides guidance and training to internal customer service representatives and other staff and external customers.
7. Maintains and continuously improves knowledge of principles, practices and procedures regarding company products and equipment for unique situations that require new and creative solutions.
8. Enters customer contact details into Customer Relationship Management software.
9. Performs 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

Competencies

Education

• General Education Degree in Technical Field

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