Representative Technical Service

Harley-Davidson•Milwaukee, WI

3d•$57,700 - $86,400•Remote

About The Position

The Technical Service team at Harley-Davidson plays a crucial role in supporting the dealer network by providing expert assistance and resolving technical issues. As a Technical Service Representative, you will be responsible for addressing a variety of inquiries related to diagnostics and service operations while delivering exceptional customer service. Leveraging your experience, collaborative skills, and access to resources, you will ensure timely and accurate resolutions to dealer personnel.

Requirements

4+ years of experience as a motorcycle maintenance and repair technician.
Demonstrated ability in complex problem-solving.
Capacity to multitask and prioritize responsibilities effectively.
Excellent verbal and written communication skills, particularly in conveying technical information.
Ability to work autonomously in a remote team environment.
Strong proficiency in computer skills, including Microsoft Office Suite.

Nice To Haves

Completion of a post-secondary program at an accredited institute specializing in motorcycle diagnostics and repair.
Preferred achievement of Expert level technician or higher in Harley-Davidson University’s Technical Recognition Program.

Responsibilities

Develop and implement a systematic diagnostic approach for mechanical, electrical, and software-related concerns.
Utilize available resources to accurately identify root causes and provide timely resolutions to dealer personnel.
Document Condition, Cause, and Correction details clearly and concisely within a data management system.
Identify opportunities for improving Key Performance Indicators (KPIs) for both internal and external stakeholders.
Provide coaching and guidance to dealer personnel to enhance their technical capabilities.
Contribute to the development and maintenance of internal and dealer-facing resource materials.
Deliver remote troubleshooting and diagnostic support services via various channels, such as telephone and online platforms.
Provide day-to-day technical support for a range of hardware and software systems, including problem diagnosis and escalation.
Ensure effective and timely resolution of user problems.