Technical Support Specialist

Positec Tool Corp•Charlotte, NC

About The Position

The Technical Support Specialist is responsible for providing hands-on technical support to the Kress dealer network, with a strong focus on power tools and outdoor power equipment. This role partners closely with dealer service departments to diagnose issues, support repairs, explain warranty processes, and develop technical expertise across the dealer network. Ready to play a critical role in supporting cutting-edge robotic and electrified equipment? As a Technical Support Specialist, you will provide direct technical support to dealers via phone and email, offering step-by-step guidance to resolve equipment issues. You will partner closely with dealer service departments to diagnose, repair, and resolve product concerns efficiently. You will also support sales functions when applicable by providing technical product expertise. You will attempt replication of customer-reported issues using available tools and equipment, and verify reported issues through hands-on testing and evaluation. You will understand when and how to escalate issues to Level 2 technical support when required. You will maintain accurate documentation of dealer interactions, technical findings, and resolutions. You will communicate and coordinate effectively with internal departments, including Quality Control, Engineering, and Sales. You will explain the status of warranty submissions, including claim processing, pre-approvals, and dealer inquiries related to warranty decisions and appeals. You will complete detailed technical reports for submission to the Quality Control team to support investigation and resolution of product failures. You will apply independent judgment and problem-solving skills to complete job responsibilities. You will perform other duties as assigned.

Requirements

High school diploma, GED, or equivalent required.
Prior hands-on use of power tools and lawn and garden equipment.
Ability to read and interpret electrical schematics and technical drawings.
Demonstrated knowledge of technical customer service and basic sales principles.
Understanding of internet and wireless technology.
Strong verbal and written communication skills.
Excellent customer service and relationship-building abilities.
Ability to work effectively in a team-oriented environment.
Proficiency in relevant computer applications, including Microsoft Office and Outlook.
Ability to type at least 45 words per minute.
Knowledge of basic administrative procedures.
Minimum of 6 months of customer service experience required.

Nice To Haves

Background in construction, mechanics, lawn maintenance, or related fields preferred.
Working knowledge of IoT devices and connected equipment preferred.
Call center experience preferred.

Responsibilities

Provide direct technical support to dealers via phone and email, offering step-by-step guidance to resolve equipment issues.
Partner closely with dealer service departments to diagnose, repair, and resolve product concerns efficiently.
Support sales functions when applicable by providing technical product expertise.
Attempt replication of customer-reported issues using available tools and equipment.
Verify reported issues through hands-on testing and evaluation.
Understand when and how to escalate issues to Level 2 technical support when required.
Maintain accurate documentation of dealer interactions, technical findings, and resolutions.
Communicate and coordinate effectively with internal departments, including Quality Control, Engineering, and Sales.
Explain the status of warranty submissions, including claim processing, pre-approvals, and dealer inquiries related to warranty decisions and appeals.
Complete detailed technical reports for submission to the Quality Control team to support investigation and resolution of product failures.
Apply independent judgment and problem-solving skills to complete job responsibilities.
Perform other duties as assigned.