Technical Service Specialist

Position Description

As a Technical Service Specialist your goal is to provide specialized technical phone and online support to customers, in a call center environment, pertaining to a variety of Briggs & Stratton products.. The Technical Service Specialist will also act 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.

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You will do this by:

• Fielding outreach from residential customers, retail customers and installation professionals regarding technical issues relating to Briggs & Stratton products.
• Manage multiple technical support calls per day that vary in complexity.
• 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 troubleshoots 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

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• As strong technical, electrical or mechanical background.
• Strong customer service aptitude.
• 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 ability to convey technical information to customers and dealers in an easy to understand manner.

Education

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Required Qualifications:

• Hands on experience as a mechanical, electrical or automotive technician.
• Exceptional customer service skills.
• Strong computer systems experience.

Preferred Qualifications:

• Technical troubleshooting experience with generators, automotive or other electromechanical products.
• Experience as a field technician is highly preferred.

Work Environment:

• Ideal candidate will be able to work on site 3 days per week and remotely 2 days.
• Call Center/Office environment
• 7:30am-4:30pm

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

Physical & Environmental Requirements