Seasonal Customer Service Technical Support Representative

Johnson Outdoors-posted 10 months ago
Full-time
Eufaula, AL
Miscellaneous Manufacturing
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The Seasonal Customer Service Technical Support Representative provides technical and sales support to consumers, dealers, and sales representatives to ensure efficient and accurate quality service relating to our products, their software, features, and functions. This role involves post-sale support, troubleshooting advice, and documentation of interactions to drive continuous improvements in process and product quality.

  • Provides post-sale support to consumers and retail channel partners in the form of troubleshooting advice to install and repair products or direct them to a qualified repair facility.
  • Enters orders for replacement parts, finished products, repair authorizations, and facilitates the returns process during or after the warranty period.
  • Documents interactions in the appropriate computer application to help drive continuous improvements in process and product quality.
  • Responds to inquiries, resolves routine issues, and educates and acts as a resource on company products via phone, email, and other methods.
  • Documents inquiries, issues, resolutions, and education provided as required.
  • Provides pre-sale support to consumers and retail channel partners in the form of product selection based on application and desired features, installation and rigging, promotions, product availability, pricing, and where to purchase.
  • Executes routine reports and independently creates reports to support department activities.
  • Demonstrates proficiency in supporting the minimum amount of product families as identified by each Johnson Outdoors brand.
  • Maintains and monitors personal performance metrics to ensure department KPIs (key performance indicators).
  • Strives for continuous improvement.
  • Issues return and repair authorizations as necessary.
  • Performs other duties as assigned.
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