Senior Service Specialist

Rehlko•Kohler, WI

About The Position

Under the direction of the Regional Manager, the Senior Service Specialist is responsible for delivering technical support, field service expertise, and dealer development for the Engine Division. This position serves as the primary technical resource for authorized dealers, providing phone-based troubleshooting, on-site diagnostics, and hands-on product training. The Senior Service Specialist ensures that dealers receive prompt, accurate, and professional support to maintain high customer satisfaction. The ideal candidate must be located in either Pennsylvania, New Jersey, Connecticut, New York, Rhode Island or Massachusetts

Requirements

3-5 years of experience in troubleshooting and repair of Gasoline Turf and Utility Engines and Diesel Engines and Common Rail Engines.
An associate degree is preferred with strong emphasis in mechanical and electrical courses of study, or equivalent experience.
Strong customer service skills are required
Applicants must be authorized to work in the US without requiring sponsorship now or in the future.
Rehlko hires candidates only in states where we have an established business presence. We do not hire candidates residing in the following states: AK, AR, DE, HI, ME, ND, NE, VT, WV, WY.
Remote work opportunities are also unavailable for these locations.

Nice To Haves

Group training experience or sales experience is desired.

Responsibilities

Phone-Based Technical Assistance Serve as a senior-level technical support contact, assisting dealers via phone, email, or digital platforms.
Diagnose complex mechanical, electrical, and fuel-system issues and guide dealers through troubleshooting steps.
Provide warranty guidance, parts identification, repair procedures, and service manual interpretation.
Maintain detailed ticket notes and ensure follow-up until issues are resolved.
Dealer Support & Field Service Visit authorized small-engine dealers to provide on-site technical support, diagnostics, and repair guidance.
Conduct dealer assessments to identify service capabilities, gaps, and improvement opportunities.
Deliver hands-on technical training, product updates, and best practices during field visits.
Support new dealer onboarding (through distributor) and ensure compliance with service policies and warranty procedures.
Document field findings and escalate emerging product issues to engineering or quality teams.
Quality Feedback & Product Improvement Report recurring field issues, failure trends, and dealer feedback to engineering, quality assurance, or product management.
Participate in root-cause analysis efforts and support product improvement initiatives.
Provide input on new model launches, service readiness, and parts support.