Tech Support Spec

STIHL • Virginia Beach, VA

7d • $52,000 - $64,000 • Onsite

About The Position

The Tech Support Spec provides direct, industry-leading assistance to STIHL dealers and end users. Support includes product troubleshooting and repair guidance, warranty determination support, product application assistance, customer satisfaction assurance, and general customer service. The role is located at STIHL’s corporate office in Virginia Beach, Virginia, and offers compensation of $52,000–$64,000 per year, depending on experience, qualifications, and internal equity.

The specialist supports the full STIHL product range through phone, email, and web chat, helping dealers with technical diagnostics and repairs and helping end users with product selection, application, maintenance, conflict resolution, and other customer satisfaction needs. The role also uses CRM software to maintain records and document interactions, and participates in team training and meetings to stay current on products, policies, and procedures.

Requirements

• High school diploma or GED.
• Work experience at an outdoor power equipment dealer and/or outdoor power equipment product knowledge.
• Ability to explain complex technical concepts to dealers and end users.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office, CRM software, SharePoint, and live chat.
• Time-management skills.

Nice To Haves

• Advanced degree in a related discipline.
• Customer service training or certifications in related principles.
• Relevant outdoor power equipment industry certifications.
• Three or more years of experience working as a technician, preferably with outdoor power equipment.
• Professional end-user experience, such as landscaper or arborist work.
• Customer service or call center support experience.
• Problem-solving skills and ability to work independently.

Responsibilities

• Provide technical troubleshooting, diagnostic, and repair support for dealers across the full STIHL product range and associated systems via phone, email, or web chat.
• Provide end users with product selection, application, maintenance, conflict resolution, and other customer satisfaction support via phone, email, or web chat.
• Use CRM software to update customer records, document customer and dealer interactions, and maintain detailed notes to help identify issues and solutions.
• Participate in team training sessions and meetings to stay current on product knowledge, office policies, and support procedures.
• Perform other duties and responsibilities as assigned.

Benefits

• Competitive pay with multiple bonus opportunities and potential for annual merit increases.
• Medical, dental, and vision insurance.
• Company-paid life insurance and short- and long-term disability coverage.
• Pension plan, fully vested after five years.
• 401(k) with employer match.
• Paid time off and 11 paid holidays.
• A culture of stability, community, and innovation.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED