Technical Service Specialist (Commercial Vehicles) - Medina, MN

VetJobs•Medina, MN

2d•$60,000 - $79,000•Hybrid

About The Position

As a customer-facing technical problem-solver for Polaris Commercial customers, the Technical Service Specialist helps dealers, customers, end users, and partners resolve complex technical concerns and escalated commercial issues. The role applies hands-on vehicle knowledge, diagnostic skills, and business judgment; guides warranty and goodwill decisions; coordinates cross-functional resolution; and turns field feedback into actionable improvements. The position 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.
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 safety and personal protective equipment requirements.
Ability to work periodically outside standard business hours for urgent customer issues.
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.

Responsibilities

Serve as a technical resource for Commercial products, applying knowledge of vehicle systems, service procedures, diagnostic tools, parts, warranty processes, and dealer support systems.
Guide customers, dealers, and partners through diagnosis, repair direction, and fault isolation for complex mechanical, electrical, and drivability concerns.
Own escalated situations from intake through resolution and lead efforts to establish and drive next steps.
Make goodwill and warranty financial approval decisions, balancing customer experience, vehicle uptime, policy, precedent, and business impact.
Determine when exception handling is warranted and align with internal stakeholders as appropriate.
Coordinate across service, warranty, parts, logistics, sales, finance, and other teams to reduce handoffs and deliver a unified customer response.
Support root-cause analysis and warranty decisions through complete, evidence-based case documentation and clear communication of findings and decisions.
Identify and promptly escalate potential safety, quality, reliability, or recurring product concerns with information that supports timely resolution.
Convert customer, dealer, and partner feedback into field intelligence and evidence-based recommendations to 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.
Travel up to 10% for customer visits, training, field diagnostics, and business meetings.