Warranty and Technical Support Representative

Job Description:

General Responsibility

 Performs duties associated with providing 5-Star quality customer service to customers and network of independent service dealers. Responsible for providing timely and efficient delivery of technical information, technical service catalogs, bulletins, and product/parts information. Provides dealer support in warranty administration and end-user satisfaction.

Specific Responsibilities

·       Provide customer support for commercial models via phone and email

·       Processes dealer warranty submissions including requests of replacement units, parts, and/or credits in a timely and efficient manner in accordance with dealer requirements and contractual obligations

·       Assists in distribution and communication of vital information to dealer network via dealer portal, phone, or email

·       Provides technical support to dealer inquires on service and repair procedures

·       Provides cross-functional support to internal customer service and order entry departments.

·       Provide administrative duties associated with dealer service, claims, orders, and billings.

·       All other duties as assigned or required

Requirements:

·       Associates degree helpful.

·       Previous customer service experience required

·       Ability to effectively communicate, verbally and written.

·       Proficient in Microsoft Word, Excel, and CRM environments, including Salesforce

·       Ability to handle multiple tasks with strong attention to details

·       Effective in dealing with customers, internal and external resources in a positive and professional manner

·       Must be able to convey knowledge of products and troubleshoot and interpret instructions from a manual and basic product diagrams

·       Must be a team player. Positive attitude. Dependable. Takes initiative

·       May be required to work a remote, in-office, or hybrid schedule at managers discretion