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 inquiries 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