Technical Service Representative - Wyoming, MN
About The Position
The Technical Service Representative (TSR) delivers specialized case management and technical support to Polaris dealers. The role diagnoses and resolves complex vehicle issues, evaluates warranty and goodwill requests, and provides guidance to support efficient service outcomes. The TSR works with internal teams and dealership technicians to ensure accurate troubleshooting, clear communication, and timely case resolution, contributing to customer satisfaction, product performance, and brand loyalty. The position is on-site in Wyoming, Minnesota. The starting pay range is $29.00 to $38.00 per hour, with eligibility for overtime. Individual pay depends on factors including education, experience, knowledge, skills, and geography. This position is not eligible for sponsorship.
Requirements
- Bachelor’s degree in engineering or a related technical field.
- Substantial practical experience in vehicle diagnostics and troubleshooting across mechanical, electrical, and related systems.
- Expertise diagnosing engine, fuel, intake/exhaust, suspension, driveline, transmission, electrical, and HVAC systems.
- Strong knowledge of electrical theory and hands-on experience using diagnostic tools such as multimeters.
- Proficiency in Microsoft Office applications, including Word, Excel, and SharePoint.
- Effective written and verbal communication skills, including the ability to explain technical concepts clearly.
- Strong analytical and critical thinking skills, with attention to detail.
- Ability to manage multiple cases and remain composed in high-pressure situations.
- Ability to collaborate with cross-functional teams and support external partners.
- Valid driver’s license and reliable transportation required.
Nice To Haves
- Minimum of 3 years of dealer or customer service experience (preferred).
- Knowledge of the powersports industry and Polaris products (preferred).
Responsibilities
- Manage and resolve technical cases for dealership technicians, including diagnostics and goodwill coverage requests.
- Diagnose vehicle issues by verifying complaints, identifying symptoms, isolating root causes, implementing repairs, and confirming resolution.
- Evaluate warranty authorization cases by determining root cause, eligibility, component coverage, and labor accuracy.
- Collaborate with internal teams to help dealership technicians resolve complex diagnostic cases efficiently.
- Apply technical expertise and customer understanding to make informed business and financial decisions that support customer satisfaction and brand loyalty.
- Provide clear, professional communication and technical guidance to dealers throughout the case lifecycle.
- Conduct flat rate time studies and review warranty flat rate manuals for accuracy and consistency.
- Contribute to the development and improvement of service manuals, diagnostic processes, training materials, and technical resources.
- Serve as a subject matter expert for assigned vehicle platforms or systems, providing technical insights and leadership.
- Partner with customer service teams to explain technical issues and evaluate coverage decisions in support of customer satisfaction initiatives.
- Maintain detailed and accurate documentation of dealer and customer interactions across communication channels.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
