Overview

Job Duties and Responsibilities

  • Provide assistance and technical support to customer & consumers that are experiencing issues.
  • Communicate directly with customers via phone, email in a professional and timely manner.
  • Log “ALL” communication with customers in Activity section of SAP.
  • Trouble shoot failures using Fault Tree Analysis to resolve customer complaints.
  • Understanding of SAP Service Module functionality
  • Keep detailed records of customer interactions, transactions and record details of inquiries, comments and complaints in SAP.
  • Escalate any customer complaints or inquiries as needed to TSS II or III team member.
  • Create Service Call and assign to Tech Queue from email or dealer portal daily.
  • Travel to customers based on planned trip schedule to assist in repairs, returns, diagnosis as needed.
  • Document work completed on the road to note information in the system upon return.
  • Represent the company professionally while interacting and repairing units.

Requirements

  • Clear driving record and valid driver’s license.
  • High school diploma, general education degree or equivalent working experience
  • General knowledge of customer service principles and practices
  • Relevant computer knowledge of SAP and Microsoft software systems
  • Must successfully work individually and as part of a team.
  • Communication skills: both verbal and written along with problem-solving skills is a must.
  • Power sports, ATV or UTV knowledge is a plus.

*Company vehicle will be provided for travel.