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Husqvarna Group · 1 day ago

Technical Service Representative I

Charlotte, NC

Full-time

Onsite

Entry Level

2+ years exp

Husqvarna Group is a company that provides outdoor products and services, and they are seeking a Technical Service Representative I. The primary responsibility is to provide technical product support to Distributors, Dealers, National Accounts, and Customers, ensuring effective troubleshooting and resolution of technical inquiries.

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

Technical Repair KnowledgeTechnical TroubleshootingOutdoor Power Products KnowledgeElectronic Parts Lookup SystemsCustomer Service SkillsMulti-tasking SkillsBasic MS OfficeBi-Lingual SpanishInterpersonal Skills

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

Must complete the following: Husqvarna University silver & gold certification within 24 months

Must complete the following: 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

Experience utilizing and applying the following customer service skills: Solving basic routine issues

Experience utilizing and applying the following customer service skills: Understanding when to escalate issues

Experience utilizing and applying the following customer service skills: Applying existing solutions to meet customer needs

Experience utilizing and applying the following customer service skills: Handling simple conflicts and work with difficult customers by reading customer's tones, picking up on key words