Technical Product Specialist
Company Name:
Husqvarna Group
Technical Product Specialist
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Job Code :2488
Division :Charlotte
Location :Reno NV US 89501
Job Type :Full Time
Career Level :Experienced (Non-Manager)
Education :High School or equivalent
Category :Service
Job Description :
The Technical Services Team supports the Husqvarna Dealer and Retailer channels by resolving issues with our products and warranty.
Position/
Job Description:
The Technical Product Specialist 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).
Essential Duties:
Respond to Husqvarna technical questions from internal and external customers such as Distributors, Dealers, National Accounts and End User escalations.
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 determine if issue is:
1. Warrantable
2. Policy Adjustment
3. Good Will
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 Customer Care Leadership Team for timely effective resolution.
Providegeneralcustomer service functions as required, such as but not limited to placing orders, parts look-up, pricing inquiries.
Must complete the following:
Husqvarna University Service Technician training courses within 3 months (90 days)
Husqvarna University Warranty Certification Training within 14 days of posting
o Husqvarna Trouble Shooting I & II, Carburation, Failure Analysis, and AutoTune Training within 12 months of hire date
o Attend Dealer 1-day update seminar annually
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Primary work environment is office setting requiring long periods of sitting, phone and computer operation. Secondary work environment is a repair shop facility requiring mechanical product inspection or repair. Occasional outdoor work is required. Intermediate travel required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
When necessary to support the business needs of Husqvarna, employees may also be required to travel domestically and/or internationally, work extended hours (including weekends and/or holidays), work an alternate shift, rotate to another job or position, or perform other duties outside their current job description.
Job Requirements :
Qualifications (Education and Experience):
Required
Minimum high school graduate or GED
1-3 yearstechnical experience in related Outdoor Power Equipment service support position.
Experienced with electronic parts lookup systems, and electronic technical information environment
Desired
2 year Technical Vocational degree in related engine technologies and/orservicingOutdoor Power Equipment experience
At the time of hire (Technical Product Specialist): Holds passable grade of 70% in 2 and 4 stroke EETC certification or equivalent VO-Tech certification.
At the time of hire (Technical Product Specialist): Possesses workable aptitude in hydraulic and electrical system diagnostic skills
Call Center/Customer Care experience
Skills and Capabilities(Knowledge, Skills, Abilities):
Required
Exceptional knowledge of Outdoor Power Products and applications
Exceptional written, oral, and interpersonal skills. Ability to communicate information clearly and concisely ensuring customers' comprehension.
Holds minimum Technical proficiency:
1. Level I Technician: Score of 80% or better in 2 stroke and 4 stroke EETC certifications within 12 months of hire date, and a score of 80% or better in Electrical within 24 months of hire date.
2. Level II Technician: Meet all of Level I and additionally score of 80% or better in EETC certifications in Drive Line / Hydraulic, and Components. Generator and Diesel optional.
Developed computer navigational and organizational skills.
Multi-tasking skills
Exceptional Customer Service SkillsEstimated Salary: $20 to $28 per hour based on qualifications.
Husqvarna Group
Technical Product Specialist
Share this job on Twitter!
Job Code :2488
Division :Charlotte
Location :Reno NV US 89501
Job Type :Full Time
Career Level :Experienced (Non-Manager)
Education :High School or equivalent
Category :Service
Job Description :
The Technical Services Team supports the Husqvarna Dealer and Retailer channels by resolving issues with our products and warranty.
Position/
Job Description:
The Technical Product Specialist 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).
Essential Duties:
Respond to Husqvarna technical questions from internal and external customers such as Distributors, Dealers, National Accounts and End User escalations.
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 determine if issue is:
1. Warrantable
2. Policy Adjustment
3. Good Will
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 Customer Care Leadership Team for timely effective resolution.
Providegeneralcustomer service functions as required, such as but not limited to placing orders, parts look-up, pricing inquiries.
Must complete the following:
Husqvarna University Service Technician training courses within 3 months (90 days)
Husqvarna University Warranty Certification Training within 14 days of posting
o Husqvarna Trouble Shooting I & II, Carburation, Failure Analysis, and AutoTune Training within 12 months of hire date
o Attend Dealer 1-day update seminar annually
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Primary work environment is office setting requiring long periods of sitting, phone and computer operation. Secondary work environment is a repair shop facility requiring mechanical product inspection or repair. Occasional outdoor work is required. Intermediate travel required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
When necessary to support the business needs of Husqvarna, employees may also be required to travel domestically and/or internationally, work extended hours (including weekends and/or holidays), work an alternate shift, rotate to another job or position, or perform other duties outside their current job description.
Job Requirements :
Qualifications (Education and Experience):
Required
Minimum high school graduate or GED
1-3 yearstechnical experience in related Outdoor Power Equipment service support position.
Experienced with electronic parts lookup systems, and electronic technical information environment
Desired
2 year Technical Vocational degree in related engine technologies and/orservicingOutdoor Power Equipment experience
At the time of hire (Technical Product Specialist): Holds passable grade of 70% in 2 and 4 stroke EETC certification or equivalent VO-Tech certification.
At the time of hire (Technical Product Specialist): Possesses workable aptitude in hydraulic and electrical system diagnostic skills
Call Center/Customer Care experience
Skills and Capabilities(Knowledge, Skills, Abilities):
Required
Exceptional knowledge of Outdoor Power Products and applications
Exceptional written, oral, and interpersonal skills. Ability to communicate information clearly and concisely ensuring customers' comprehension.
Holds minimum Technical proficiency:
1. Level I Technician: Score of 80% or better in 2 stroke and 4 stroke EETC certifications within 12 months of hire date, and a score of 80% or better in Electrical within 24 months of hire date.
2. Level II Technician: Meet all of Level I and additionally score of 80% or better in EETC certifications in Drive Line / Hydraulic, and Components. Generator and Diesel optional.
Developed computer navigational and organizational skills.
Multi-tasking skills
Exceptional Customer Service SkillsEstimated Salary: $20 to $28 per hour based on qualifications.
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