The Technical Support Representative II is responsible for providing Technical Information, Technical Repair Knowledge, and Technical Troubleshooting for all Husqvarna Group Products. The Primary responsibility is to provide technical product support to our Distributors, Dealers, National Accounts and Customers (End User Escalations).
What You Need To Know:
Respond to Husqvarna technical questions from internal and external customers such as Distributors, Dealers, National Accounts and consumer escalations via telephone, email, chat, or customer generated incidents into CRM (Customer Relations Management System).
Technicians are required to remain logged in to the systems and process received or assigned cases using phone, chat, email, CRM (Customer Relations Management System), Web Warranty and written correspondence on a daily basis within department metrics.
Trouble shoot, Diagnose and Evaluate individual case information in order to provide repair support, determine if the issue is warrantable, provide a policy adjustment and/or provide good will warranty.
Record details of cases in CRM, as well as actions taken Provide clear solutions for product repair, replacement or policy adjustment.
Provide input to manufacturing and engineering departments with field obtained information to enhance product improvements and warranty cost reductions.
Assist dealers with warranty processing and questionable component failure analysis.
Assist dealers & internal team members (TSR1) with warranty processing and questionable component failure analysis and technical questions.
Effectively communicate escalations to TSR3 representatives
Effectively communicate unresolved technical incidents to TSR3 representatives for a solution.
Provide general customer service functions as required, such as but not limited to placing orders, parts look-up, pricing inquiries.
What We Are Looking For:
Minimum high school graduate or GED; 2 year Technical Vocational degree in related engine technologies and/or servicing preferred
1-3 years engine or mechanical experience in related Outdoor Power Equipment service support position; Experience in Contact Center preferred
Experienced with electronic parts lookup systems, and electronic technical information environment
Bi-Lingual - Spanish a plus
Husqvarna University bronze certification a plus
Husqvarna University silver & gold certification a plus
Customer Service and product training a plus
Exceptional knowledge of Outdoor Power Products and applications
Exceptional oral and interpersonal skills.
Ability to verbally communicate information clearly and concisely ensuring customers’ comprehension.
Developed computer navigational and organizational skills.
Can pass typing accuracy test with 25 wpm or more
Basic/Entry level capability of MS Office (word, excel, outlook)
Multi-tasking skills
Experience utilizing and applying the following customer service skills: Importance of the customer and need to build relationships, Solving basic routine issues, Understanding when to escalate issues, Applying existing solutions to meet customer needs, Handling simple conflicts and work with difficult customers by reading customer’s tones, picking up on key words
Last date to apply:
We are continuously accepting applications