Technical Service Representative I

Husqvarna Group•Charlotte, NC

13d

About The Position

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).

Requirements

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)
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

Nice To Haves

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

Responsibilities

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.