Technical Service Specialist - Generators

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As a Technical Service Specialist your goal is to perform complicated technical service functions. This includes communication between internal departments, service dealers, central distributors, field sales staff and customers in order to resolve complex requests, questions and concerns associated with company products/services.

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 improving 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.

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 kind of person who is/has:

• Detail oriented
• Strong verbal communications skills
• able to present professionally with strong phone etiquette

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Required Qualifications:

• High School Diploma or Equivalent
• Customer or technical support experience
• Minimum three years of experience in troubleshooting and repair capacity
• Basic understanding of generator operations

Preferred Qualifications:

• Engine powered product service industry experience
• Generator troubleshooting experience
• Knowledge of electricity - including A/C voltage

Additional Knowledge & Skills:

• 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

Travel Required: 

• % of Travel: 0

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

Work Location: 

• Wauwatosa, WI