Customer Service - Technical Product Specialist
About The Position
The Technical Product Specialist provides expert-level technical support and product expertise across a diverse portfolio of powersports product lines. This highly specialized role requires a deep understanding of mechanical principles, diagnostic proficiency, and the ability to analyze complex technical inquiries related to product application, fitment, installation, and performance. The specialist serves as a critical liaison, facilitating effective communication and problem resolution between end-users, internal teams, and external vendors.
Requirements
- High school diploma or GED
- 3+ years of hands-on mechanical experience with power sports or automotive vehicles
- 3+ years in a technical support or service-related role within the powersports/motorcycle/automotive industry
Nice To Haves
- Bachelor’s degree preferred
- Certifications from UTI/MMI or equivalent technical training programs preferred.
Responsibilities
- Deliver accurate solutions to complex technical assistance from customers, customer service, and sales teams
- Address inquiries regarding specifications, applications, fitment, and installation procedures
- Conduct thorough product fitment reviews based on customer vehicle configurations
- Recommend suitable or alternative products based on performance needs
- Report fitment inconsistencies to Product Managers to support catalog improvements
- Act as a central technical liaison between end-users, vendors, Product Line Managers and Warranty and Returns team
- Investigate and resolve product issues, including mispack/mislabel errors
- Collaborate with warehouse teams and Product Managers to determine replacement strategies and gather data for vendor improvements
- Review and authorize warranty claims for HardDrive and Sedona/Raceline products, applying failure analysis and warranty guidelines
- Design and configure custom wheel and tire kits based on customer specs
- Assign new part numbers as needed
- Communicate with warehouse teams to ensure accurate kit assembly
- Process unique or non-standard product orders, including replacements
- Manage and reconcile vendor warranty fund accounts (e.g., SP1, System 3)
- Ensure compliance with vendor-specific warranty policies
- Perform other duties assigned to support the technical expertise and operational efficiency of the department
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
