Technical Service Representative II - Small Engine Repair

The Technical Product Specialist Level 2 is responsible for providing Outdoor Power Equipment Technical Information, Repair Knowledge, and Troubleshooting for all Husqvarna Group Products. The Primary responsibility is to provide technical product support to our channel partners, Customers (End User Escalations), and internal team members.

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 in CRM (Customer Relations Management System).
• Advise channel partners on gas and battery-powered equipment diagnostics and provide repair support.
• Ability to read and comprehend electrical and mechanical schematics.
• Provide Policy Adjustments and validate warranty concerns
• Ability to comprehend and diagnose data from service software.
• Provide input to manufacturing and engineering departments using field-obtained information to enhance product improvements and warranty cost reductions.
• Field product management & engineering technical questions to the relevant Product Manager or Engineer on behalf of TSR1 representatives.
• Required to assist dealers and internal team members (TSR1) with warranty processing, questionable component failure analysis, and technical questions.
• Provide general customer service functions as required.
• Develop and train, and Implement work instructions to TSR1 agents with diagnostic, repair, and new product information
• Act as the first level of escalation point for FPS & TSR1 positions.
• Respond to Pre-Authorization requests from the dealer network in a timely matter.
• Effectively communicate escalations to the Contact Center Leadership Team for timely resolution.

What We Are Looking For:

• Exceptional knowledge of Outdoor Power Products and applications
• Field experience diagnosing and repairing outdoor power equipment
• Exceptional experience in multi-fuel engines and hydraulic systems diagnostics and repair.
• Exceptional knowledge of hardware integration and electrical systems
• Exceptional oral and interpersonal skills. Ability to communicate information verbally, clearly, and concisely, ensuring customers’ comprehension.
• Developed computer navigational and organizational skills using CRM and ERP software.     
• MS Office Proficient (Excel, Outlook, Word)
• Experience utilizing and applying the following customer service skills:
  • Importance of the customer and the need to build relationships
  • Solving basic routine issues
  • Understanding when to escalate issues
  • Applying existing solutions to meet customer needs
  • Handling simple conflicts and working with difficult customers by reading customers’ tones, picking up on keywords

Husqvarna provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Last date to apply: