Overview

This position provides technical and customer support to Kawasaki’s dealer network for warranty and service issues pertaining to the entire Kawasaki powersports product line via telephone email and chat.

Duties and Responsibilities:

  • Responds to and resolves dealer questions and/or problems in a professional manner.  Accurately documents each call-in computer system.
  • Gathers data for Quality Assurance and Warranty departments.
  • Maintains current knowledge of Kawasaki’s product line and quickly learns all technical information on new products.
  • Researches diagnostic procedures.  Assists dealer technicians with diagnostic procedures.
  • Assists in improving Kawasaki dealer relations by providing solid customer service and expert technical knowledge.
  • Authorizes warranties.  Determines whether technical problem will be covered by Kawasaki warranty.
  • Provides additional coverage where appropriate to increase customer satisfaction and loyalty.

Qualifications:

To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Must exhibit excellent oral and written communication skills.
  • Strong customer service skills required.
  • Must demonstrate the ability to successfully prioritize and organize multiple, competing tasks.
  • Must be extremely detail and deadline oriented.
  • Must bring energy and enthusiasm to group or team efforts.
  • Must be able to collaborate with other departments to provide an outcome that is beneficial to Kawasaki, dealers and customers.
  • Kawasaki dealership technician and service management experience is preferred, but not required.
  • Must maintain valid Motorcycle License
  • Must exhibit calm under pressure especially when trying to solve difficult technical questions and/or problems.
  • Must also demonstrate patience in problem situations.
  • Must maintain a satisfactory attendance level.
  • Must have an understanding of Microsoft’s Word and Excel software.  Keyboarding/typing skills required and must be able to learn to use various software programs in order to successfully perform the job.
  • Extended travel, up to several weeks at a time may be required.

Education and Experience: 

High school diploma or general education degree (GED) is mandatory; and ten+ years of dealership service department related experience and/or training; or equivalent combination of education and experience.

About Kawasaki Motors Corp., U.S.A.

Kawasaki Motors Corp., U.S.A. (KMC) markets and distributes Kawasaki motorcycles, ATVs, side x sides and Jet Ski ® watercraft through a network of almost 1,100 independent retailers, with close to an additional 7,400 retailers specializing in general purpose engines. Kawasaki and its affiliates employ nearly 3,100 people in the United States, with approximately 260 of them located at our Foothill Ranch, CA headquarters. We’re proud to say that Kawasaki has a great reputation in the industry, strong brand recognition, exemplary quality, and excellent customer service.