Technical Customer Service Specialist

Briggs and Stratton Corporation•Sherrill, NY

55d•Onsite

About The Position

As a Technical Customer Service Specialist your role will be to perform complicated technical service functions for Ferris Commercial Mower products. This includes acting as a liaison between internal departments and manufacturers, service centers, central distributors, field sales staff and customers in order to resolve complex requests, questions and concerns associated with company products and services. #LI-MD1 #LI-Onsite You will do this by: Acting as subject matter expert in responding to and resolving a variety of product,service requests, questions and concerns of moderate complexity via telephone, e-mail, and other technologies. Investigating and troubleshooting matters concerning repairs or procedures to correct problems associated with electrical or mechanical systems. Conducting research and investigations to determine validity of warranty claims and may make warranty policy adjustments as required. Communicating with both internal and external partners in order to resolve inquiries. Assisting with locating various product parts in critical situations that require expedient resolution. Providing guidance and training to internal customer service representatives and other staff. Maintaining and continuously improves knowledge of principles, practices and procedures regarding company products and equipment for unique situations that require new and creative solutions. Entering customer contact details into Customer Relationship Management software. The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities. You are the type of person who is/has: a passion for customer service with a technical aptitude the ability to work proficiently on computers and phones daily superior communication skills

Requirements

High school diploma or equivalent required; Associate's Degree or higher preferred
Minimum of three years of experience in a troubleshooting and/or repair capacity
Customer or technical support experience
Proficient computer skills - including the ability to learn and use various software (email, word processing, spreadsheets) and CRM systems
Engine powered product service industry experience preferred
Strong written and verbal communication skills
Strong problem resolution skills
Strong interpersonal skills to deal effectively and efficiently with diverse groups of people in a dynamic environment
Excellent customer service skills
Ability to convey technical information to customers and dealers in an easy to understand manner
Fluent in English and primary language used in area of responsibility and/or location

Nice To Haves

Engine powered product service industry experience preferred

Responsibilities

Acting as subject matter expert in responding to and resolving a variety of product,service requests, questions and concerns of moderate complexity via telephone, e-mail, and other technologies.
Investigating and troubleshooting matters concerning repairs or procedures to correct problems associated with electrical or mechanical systems.
Conducting research and investigations to determine validity of warranty claims and may make warranty policy adjustments as required.
Communicating with both internal and external partners in order to resolve inquiries.
Assisting with locating various product parts in critical situations that require expedient resolution.
Providing guidance and training to internal customer service representatives and other staff.
Maintaining and continuously improves knowledge of principles, practices and procedures regarding company products and equipment for unique situations that require new and creative solutions.
Entering customer contact details into Customer Relationship Management software.

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