Technical Support Specialist - Engine & Products
Date: Aug 19, 2019
Location: Wauwatosa, WI, US
Company: Briggs and Stratton
Position Description
Performs complicated technical service functions. This includes acting 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
- Acts 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.
- Investigates and troubleshoots matters concerning repairs or procedures to correct problems associated with electrical or mechanical systems.
- Conducts research and investigations to determine validity of warranty claims and may make warranty policy adjustments as required.
- Communicates with both internal and external partners in order to resolve inquiries.
- Assists with locating various product parts in critical situations that require expedient resolution.
- Provides guidance and training to internal customer service representatives and other staff.
- Maintains and continuously improves knowledge of principles, practices and procedures regarding company products and equipment for unique situations that require new and creative solutions.
- Enters customer contact details into Customer Relationship Management software.
- 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
Education
High School diploma
General Education Degree
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
Briggs & Stratton Corporation, 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 Corporation 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:
Field Sales, Electrical, Relationship Manager, Sales, Engineering, Customer Service
