Senior Service Specialist, Diesel Engines (Remote USA)

Rehlko•Kohler, WI

2d•$63,100 - $79,500•Remote

About The Position

The Senior Service Specialist, under the direction of the Manager of Field Service, will assist dealers and OEMs with technical support, technical training, and disposition warranty claims. While this role is remote, we will prioritize candidates located on the East Coast. This role involves providing direct technical support to dealers and customers via call center, email, and product support requests. It also includes analyzing warranty claims to ensure they meet policy guidelines, identifying potential problem trends, and collaborating with Technical Publications and Training departments. Occasional travel to dealers and OEM partners for investigation, relationship building, and support is required, as well as attending dealer open houses and trade shows. The role emphasizes demonstrating Rehlko's Core Competencies: Focus on the End Customer, Build Trust, Set High Standards of Performance, and Drive Continuous Improvement.

Requirements

Three to five years of experience of troubleshooting and repairing common rail diesel engines.
Strong customer experience skills are required along with ability to read and interpret, engineering drawing, wiring diagrams and technical manuals.
Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

Nice To Haves

Experience with small spark ignited engines a plus.
Associates degree in an engine or mechanical / electrical field preferred.

Responsibilities

Provide direct technical support to our dealers and other customers through our technical call center, email, product support requests and other channels.
Support our dealers and OEM partners in a manner that maintains and grows our service level as a competitive advantage over other engine brands.
Analyze warranty claims from dealers, distributors, and OEMs to insure they meet our warranty policy guidelines and approve, adjust, or reject as appropriate.
Identify any potential problem trends based on field reports, arrange for the return of sample parts, and submit Field Complaints as needed to drive corrective action.
Provide consulting service to Technical Publications staff and Training Department for their preparation of service manuals, bulletins, kit instructions, training, etc.
Travel to dealers to investigate and remedy field problems or disputed warranty claims.
Occasional visits to dealers and OEM partners to build a technical relationship and support their business growth.
Attend annual dealer open houses to support dealers and their customers.
Attend trade shows as required to be the face and voice of diesel service at these events.
Personally demonstrate and drive the Kohler Core Competencies. Focus on the End Customer Build Trust Set High Standards of Performance Drive Continuous Improvement