Product Technician

AriensCo•Brillion, WI

8d•Onsite

About The Position

AriensCo is seeking a dynamic and motivated Product Technician to respond to technical questions about our products. This role involves answering and resolving in-depth technical questions from dealers, completing electrical diagnosis, basic engine and transmission troubleshooting, executing warranty pre-approvals, basic warranty claim processing, and handling basic consumer escalations not revolving around denied or out-of-warranty claims. The Product Technician will support customers, Ariens/Gravely dealerships, and consumers regarding product set-up, operation, special applications, parts replacement, warranty, and registrations. This involves asking probing open-ended questions to aid in identifying and resolving concerns, and evaluating, analyzing, and offering assistance with technical repairs on equipment. The role requires partnering with internal resources such as Engineering, Manufacturing, Parts, Sales, Customer Service, and Accounting to resolve issues and bring awareness to discovered problems. The Product Technician will communicate customer concerns to a Product Support Leader or the appropriate area, take ownership of calls, emails, or chats, and use judgment to evaluate the need for exceptions to policies while keeping established guidelines and procedures in mind. Additionally, the role involves assisting and educating dealers with internet-based applications, efficiently logging all interactions through CRM, supporting special projects, attending required trainings, and staying current with system and product information.

Requirements

Associate's degree (A. A.) or equivalent from two-year College/ technical school or equivalent combination of education and experience.
4 years related experience and/or training in the Outdoor Power Equipment Industry or other industry with similar products
4 years related experience and/or training in a customer service environment required; experience with service over the telephone is desired
Equivalent combination of education and experience may be considered
Proper phone etiquette
Ability to speak and communicate clearly and accurately
Demonstrated proficiency in typing and grammar
Proficient in Microsoft Office products, ie Excel, Power Point etc.
Effective listening skills
Willingness to cooperate with others and work to the greater good
Applicants must be authorized to work in the U.S. without requiring sponsorship now or in the future.

Nice To Haves

experience with service over the telephone is desired

Responsibilities

Answer and resolve in depth technical questions from our Dealers
Complete Electrical diagnosis
Basic engine and transmission troubleshooting
Execute Warrant Pre-Approvals
Basic warranty claim Processing
Basic Consumer escalations not revolving around denied or out of warranty-- escalations where dealership, sales, and consumer need to be contacted to resolve
Support customers, Ariens/Gravely dealerships and consumers, in regard to product set-up, operation, special applications, parts replacement, warranty and registrations
Support customers by asking probing open-ended questions to aid in identifying and aiding in resolution of concerns
Support dealers by evaluating, analyzing and offering assistance in regard to technical repairs on equipment
Partner with internal resources, Engineering, Manufacturing, Parts, Sales, Customer Service and Accounting, to resolve, bring awareness and understanding to discovered issues for a successful resolution
Communicate customer concerns to a Product Support Leader and/or the appropriate area as needed
Take ownership of calls, emails or chats, effectively finding solutions for all customer types
Take ownership of escalated issues
Use judgment to evaluate need for exceptions to policies to meet customer expectations while keeping in mind established guidelines and procedures
Assist and educate dealers with use of Internet based applications
Efficiently log all interactions through the use of CRM
Support special projects and additional duties as assigned
Actively attend and participate in required trainings
Stay current with system and product information, changes and updates
Research required information using available resources