Technical Service Specialist

Position Description

You will do this by:

• Acting as 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 improves knowledge of principles, practices and procedures regarding company products and equipment for unique situations that require new and creative solutions.

• Entering customer contact details into Customer Relationship Management software.

• Performing other duties as assigned.

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities. 

You are the type of person who is/has:

• • 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

   

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• Qualifications:

  • Minimum of three years of experience in a troubleshooting and repair capacity

  • Engine powered product service industry experience preferred

  • Customer or technical support experience

  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

   

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• Physical & Environmental Requirements:

  • On site M-F, 8am-5pm

   

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• NY State Compensation: $52,000-$57,000

Education