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Supervisor Technical Service - Generators

Date: Jul 18, 2021

Location: Wauwatosa, WI, US, 53222

Company: Briggs and Stratton

Position Description

Oversees the daily activities of assigned members of the Technical Service team. Performs advanced customer service functions acting as a liaison between our dealers and key internal departments to maintain and improve customer/dealer satisfaction.

Job Responsibilities

  1. Coordinates the day-to-day operations of the Technical Service team to include assigning, monitoring and reviewing progress and accuracy of work, focusing efforts and providing guidance on more complex issues
  2. Ensures timely, appropriate response and handling of incoming dealer calls, written correspondence and web site contacts to maximize customer satisfaction; provides recommendations for process improvement
  3. Serves as escalation point for Technical Service Representatives and uses independent discretion to resolve a variety of problems (including the most complex) regarding company products for both internal and external customers
  4. Contacts internal departments to resolve returned goods issues
  5. Evaluates and authorizes credits within prescribed limits
  6. Serves as a resource in the training and development of less-experienced staff, interpreting and ensuring consistent application of company policies and procedures; provides technical guidance on more complex issues
  7. Works closely with production, engineering, and business units to provide input on designs relevant to consumer usage and feedback related to service.  Utilizes meeting results to inform and train staff appropriately
  8. Monitors operational reports for Technical Service Representative performance and works with Representatives to address any issues in meeting performance targets
  9. Perform one or more supervisory responsibilities which may include but not be limited to: coaching and developing employees; planning, assigning and directing work; EEO/AA; performance management.
  10. Performs other duties as assigned

Job Skills Requirements

  • Strong mechanical aptitude required
  • Knowledge of advanced customer service techniques and applications including complaint and conflict resolution
  • Excellent oral, written and interpersonal communication skills to effectively interact with diverse groups of people
  • Proficient computer skills and familiarity with office productivity software,  knowledge of  Enterprise Resource Planning systems preferred but not required
  • Must be self-motivated, exercise good judgment and be able to work independently with minimal supervision
  • Fluent in English and primary language used in area of responsibility and/or location

Education

Associates Degree in Technical Field or related field, or equivalent education and experience

Experience Requirements

  • Minimum 5 years experience in a troubleshooting and repair capacity required, preferably in the engine powered product service industry
  • Minimum 5 years of customer service or related experience required

Physical & Environmental Requirements

 

Briggs & Stratton, LLC, headquartered in Milwaukee, Wisconsin, is the world’s largest producer of gasoline engines for outdoor power equipment. Its wholly owned subsidiaries include North America’s number one marketer of pressure washers, and it is a leading designer, manufacturer and marketer of power generation, lawn and garden, turf care and job site products through its Briggs & Stratton®, Simplicity®, Snapper®, Snapper Pro® Ferris®, PowerBoss®, Allmand™, Billy Goat®, Murray®, Branco® and Victa® brands. Briggs & Stratton products are designed, manufactured, marketed and serviced in over 100 countries on six continents. 

 

Briggs & Stratton, LLC is committed to a policy of equal employment opportunity. The Company conducts all employment practices without regard to race, sex, color, religion, national origin, age, disability, protected veteran's status, pregnancy, genetic information, sexual orientation or any other basis prohibited by law. Briggs & Stratton also undertakes affirmative action to assure equal employment opportunity for minorities and women, for persons with disabilities, and for protected veterans.


Nearest Major Market: Milwaukee

Job Segment: Engineer, Performance Management, Engineering, Human Resources