Product Support Specialist
Kawasaki Motors Corp., U.S.A.•Lake Forest, CA
•$75,000 - $80,000
About The Position
The Product Support Specialist will be responsible for responding to and resolving dealer questions and problems, gathering data for quality assurance and warranty departments, and maintaining current knowledge of Kawasaki's product line. This role also involves researching diagnostic procedures, assisting dealer technicians, improving dealer relations through excellent customer service and technical knowledge, authorizing warranties, and providing additional coverage to increase customer satisfaction and loyalty.
Requirements
- Excellent oral and written communication skills.
- Strong customer service skills.
- Ability to successfully prioritize and organize multiple, competing tasks.
- Extremely detail and deadline oriented.
- Energy and enthusiasm for group or team efforts.
- Ability to collaborate with other departments to provide an outcome that is beneficial to Kawasaki, dealers and customers.
- Valid Motorcycle License.
- Calm under pressure, especially when trying to solve difficult technical questions and/or problems.
- Patience in problem situations.
- Satisfactory attendance level.
- Understanding of Microsoft's Word and Excel software.
- Keyboarding/typing skills.
- Ability to learn to use various software programs.
- Extended travel, up to several weeks at a time may be required.
Nice To Haves
- Kawasaki dealership technician and service management experience is preferred, but not required.
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 Kawaski 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
