Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English, French

Hard Skills

Fault Coverage Hardware Support Warranty Analysis Failure Analysis Policy Analysis Escalation Management Customer Relationship Management Client Services Pricing Analytics Order Management Case Report Forms Dealer Finance Conflict Resolution Global Positioning Systems

Other Skills

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Non-Verbal Communication
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Microsoft Word
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Microsoft Excel
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Active Listening
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Relationship Building
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Customer Service
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Organizational Skills
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Typing
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Microsoft Outlook
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Social Skills
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Support Colleagues
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Emotional Intelligence
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Problem Solving

Roles & Responsibilities

Bilingual in French and English
Exceptional knowledge of outdoor power products and applications
Excellent oral and interpersonal communication skills
Typing speed at least 25 wpm and basic MS Office proficiency (Word, Excel, Outlook)

Requirements:

Respond to technical questions from internal and external customers (distributors, dealers, national accounts, and end users) via phone, email, chat, or CRM, and document case details in CRM
Troubleshoot, diagnose, and evaluate cases to provide repair support, determine warranty eligibility, and process policy adjustments or goodwill warranty
Assist dealers and TSR1 with warranty processing and component failure analysis; escalate to TSR3 when needed; provide field information to manufacturing and engineering to improve products and reduce warranty costs
Perform general customer service tasks including orders, parts lookup, and pricing inquiries

Husqvarna Group

About Husqvarna Group

Husqvarna Group is a global leading producer of outdoor power products for forest, park and garden care. Sustainability is integrated into our business. Creating a strong company fit for the future demands the ingenuity and courage of our people, forward-thinking leadership in our organization and the insights of our strategic partners. Working at our company means being part of our long and proud history. More than 330 years of innovation has shaped the company and contributed to the passion that drives our employees and the company forward. The Group has grown and now includes 13,800 employees in 40 countries and our products are sold in 100 countries under brands such as Husqvarna, Gardena, Flymo, and Orbit Irrigation. The range includes robotic lawnmowers, chainsaws, trimmers, riding lawnmowers and garden irrigation. With our passion for innovation we continue to shape great experiences! Do you want to be part of Husqvarna Group and pursue a challenging career in an international environment? Read about our job openings and trainee programs here: husqvarnagroup.com/career

Company type: XLarge

Founded: 2018

Company size: 10001

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Job description

Last date to apply:

We are continuously accepting applications

The Bilingual Technical Service 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).
Trouble shoot, Diagnose and Evaluate individual case information in order to: 1. Provide Repair Support; 2. Determine if issue is Warrantable; 3. Provide Policy Adjustment; 4. Provide Good Will Warranty ·
Record details of cases in CRM, as well as actions taken.
Provide input to manufacturing and engineering departments with field obtained information to enhance product improvements and warranty cost reductions.
Required to assist dealers & internal team members (TSR1) with warranty processing and questionable component failure analysis and technical questions.
Effectively communicate escalations to TSR3 representatives
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:

Exceptional knowledge of Outdoor Power Products and applications
Exceptional oral and interpersonal skills. Ability to verbally communicate information clearly and concisely ensuring customers’ comprehension.
Bilingual in French and English
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)
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