Technical Service Specialist (Commercial Vehicles)

Polaris Inc.•Medina, MN

3d•$60,000 - $79,000•Hybrid

About The Position

As a Technical Service Specialist (Commercial Vehicles), you serve as a customer-facing technical problem-solver for Polaris Commercial customers who rely on their vehicles to support business operations. Applying hands-on vehicle knowledge, diagnostic skill, and sound business judgment, you help dealers, customers, end users, and partners resolve complex technical concerns and escalated commercial issues. You will guide warranty and goodwill decisions, coordinate cross-functional resolution, and convert field feedback into actionable improvements. This hybrid role is based in Medina, Minnesota, and may involve periodic work outside standard business hours.

Requirements

Associate or bachelor’s degree in automotive, powersports, diesel, electrical, engineering technology, or a related field.
At least five years of experience in technical service, field service, fleet support, dealer operations, or another customer-facing technical environment.
Strong mechanical and electrical diagnostic capability, including hands-on experience with vehicle systems, wiring diagrams, diagnostic data, digital multimeters, fault isolation, and repair direction.
Proven ability to own complex customer issues, guide others remotely through difficult technical situations, work through ambiguity, make sound business decisions, and drive resolution without direct supervision.
Exemplary interpersonal and communication skills for extensive phone, email, customer, dealer, partner, and cross-functional interaction.
Ability to work in shops, service areas, customer locations, job sites, or outdoor environments with exposure to vehicle noise, dirt, heat, cold, and moving equipment.
Ability to perform hands-on inspection and repair activities, use tools and diagnostic equipment, and follow all safety and personal protective equipment requirements.
Ability to work periodically outside standard business hours for urgent customer issues.
Ability to travel up to 10% for customer visits, training, field diagnostics, and business meetings.
This position is not eligible for sponsorship.

Nice To Haves

Experience with commercial fleets, national accounts, warranty administration, parts and order operations, customer-support systems, and continuous improvement is preferred.

Responsibilities

Serve as a trusted technical resource for Commercial products by applying knowledge of vehicle systems, service procedures, diagnostic tools, parts, warranty processes, and dealer support systems.
Guide customers, dealers, and partners through accurate and efficient diagnosis, repair direction, and fault isolation for complex mechanical, electrical, and drivability concerns.
Own escalated situations from intake through resolution, leading the efforts needed to establish and drive next steps.
Exercise authority for goodwill and warranty financial approvals by balancing customer experience, vehicle uptime, policy, precedent, and business impact.
Use sound judgment to determine when exception handling is warranted based on the situation, customer relationship, or business impact, and align with internal stakeholders as appropriate.
Coordinate across service, warranty, parts, logistics, sales, finance, and other teams to reduce friction, limit handoffs, and deliver a unified customer response.
Support root-cause analysis and warranty decisions by developing complete, evidence-based case documentation and clearly communicating findings and decisions.
Identify and promptly escalate potential safety, quality, reliability, or recurring product concerns with thorough information that supports timely resolution.
Turn customer, dealer, and partner feedback into field intelligence and evidence-based recommendations that improve products, service processes, documentation, training, systems, customer uptime, and total cost of ownership.
Support technical onboarding, ongoing training, issue debriefs, knowledge-sharing, standard work, reporting, workload coordination, and continuous improvement activities.