Technical Customer Service Specialist

• 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.

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:

• a passion for customer service with a technical aptitude
• the ability to work proficiently on computers and phones daily
• superior communication skills

Qualifications:

• High school diploma or equivalent required; Associate's Degree or higher preferred
• Minimum of three years of experience in a troubleshooting and/or repair capacity
• Customer or technical support experience
• Proficient computer skills - including the ability to learn and use various software (email, word processing, spreadsheets) and CRM systems
• Engine powered product service industry experience preferred
• Strong written and verbal communication skills
• Strong problem resolution skills
• Strong interpersonal skills to deal effectively and efficiently with diverse groups of people in a dynamic environment
• Excellent customer service skills
• 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

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