Husqvarna Group ยท 12 hours ago
Technical Service Representative I
United States
Full-time
Remote
Entry Level
2+ years expHusqvarna Group is a leading company in outdoor power products, and they are seeking a Technical Service Representative I to provide technical support for their products. The role involves responding to technical inquiries, troubleshooting issues, and assisting customers and dealers with warranty processing and product repairs.
Home and GardenManufacturingOutdoors
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
Qualification
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
Preferred
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
Company
Husqvarna Group
Husqvarna Group is an outdoor power product manufacturing company that offers chainsaws, riding lawnmowers, trimmers, and garden irrigation.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Andrew Witzel
Business Partner - North East
Brenda Wigfall
Human Resources Business Partner
Recent News
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