Product Support Specialist (Remote opportunity)

AriensCo•Brillion, WI

3d•Remote

About The Position

AriensCo is seeking a Product Support Specialist to help end users, landscape professionals, dealerships, and retailers resolve entry- to moderate-level product issues. The role coordinates goodwill solutions such as parts discounts, no-charge parts orders, and repair reimbursements. It requires strong computer, documentation, technical product knowledge, and communication skills, as well as the ability to work across systems and departments. Ongoing product education and training are important to maintaining accurate, effective support.

Requirements

High school diploma required.
At least 5 years of customer service experience.
Experience with Microsoft Office Suite and CRM platforms.
Strong communication and customer service skills.
Attention to detail and ability to follow processes.
Comfort working with systems and technology.
Ability to manage challenging customer situations.
Experience with systems and cross-functional coordination.
Familiarity with product publications, including service manuals, owner’s manuals, parts manuals, and service notifications.
Authorization to work in the U.S. without requiring sponsorship now or in the future.

Nice To Haves

Associate's degree.

Responsibilities

Create and maintain standard-work and internal Knowledge Base content.
Identify and verify product parts fitment using Parts Smart, PDFs, legacy resources, and old Gravely resources.
Enter parts orders.
Provide basic support for consumer product issues and facilitate customer interactions with the supporting dealer.
Support dealers with product issues, troubleshooting, general product questions, limited diagnostics, warranty approvals including goodwill, and system process knowledge.
Lead or support product-resource improvements, including parts manuals, owner’s manuals, and service documents.
Assist with consumer product-selection inquiries.
Handle dealer, retailer, and consumer support questions through resolution.
Answer questions about warranty statements, claim processing, pre-authorization, and policy adjustments.
Create parts manuals from Tech Pubs documents in DMRT.
Create fast-moving parts and accessory IPLs in DMRT.
Create Hydro-Gear and other model IPLs not supported by Tech Pubs.
Create Knowledge Base answers for submission to the Technical Support group for internal and external publication.
Communicate early indications of product issues raised by dealers and consumers to leadership and the MT group.
Provide technical and product knowledge support to other customer service teams.
Handle entry-level and moderate consumer escalations involving product and dealer or retailer issues.
Perform other duties and projects as assigned.

Benefits

Medical, dental, and vision insurance effective the first day of employment.
Dependent Care Flexible Spending Account (FSA) plan.
401(k) match and profit-sharing plans.
Life insurance.
Health Savings Accounts (HSA).
Short-term disability.
Parental leave.
Onsite Marketplace Care Partners at all locations.
Paid holidays.
Employee Assistance Program.
Tuition reimbursement and apprenticeship programs.
Safety shoes and safety prescription glasses reimbursement.
Employee Product Purchase Program.
50% daycare discount at Brillion Early Learning Center.
10% tuition discount at KinderCare Learning Centers nationwide, excluding Brillion Early Learning Center.
Onsite health clinic at the Brillion campus only.
Nearsite and urgent care clinic options at the Brillion campus only.