Technical Service Representative I

Last date to apply:

The Technical Service Representative I is responsible for providing Technical Information, Technical Repair Knowledge, and Technical Troubleshooting for all Husqvarna Group Products at an entry level. The Primary responsibility is to provide technical product support to our Distributors, Dealers, National Accounts and Customers (End User Escalations).

Essential Duties:

• 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 issue is Warrantable

  • Provide Policy Adjustment

  • 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.

• Required to assist dealers with warranty processing and questionable component failure analysis.

• Effectively communicate escalations to TSR2/TSR3 representatives

• Effectively communicate unresolved technical incidents to TSR2/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.

Qualifications (Education and Experience):

Required

• Minimum high school graduate or GED

• 2-3 years of engine or mechanical experience

• Experienced with electronic parts lookup systems, and electronic technical information environment

• Must complete the following:

  • Husqvarna University bronze certification within 12 months

  • Husqvarna University silver & gold certification within 24 months.

  • Customer Service and product training within 3 months (90 days)

Desired

• 2-4 years engine or mechanical experience in related Outdoor Power Equipment service support position.

• 2 year Technical Vocational degree in related engine technologies and/or servicing

• Outdoor Power Equipment experience

• Contact Center experience Bi-Lingual Spanish

Skills and Capabilities (Knowledge, Skills, Abilities):

Required

• 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