Technical Support Specialist
STIHL•Virginia Beach, VA
•$52,000 - $64,000•Onsite
About The Position
The Technical Support Specialist provides direct, industry-leading assistance to STIHL dealers and end users. Support includes product troubleshooting and repair guidance, warranty determination support, product application assistance, customer satisfaction assurance, and general customer service. The role supports the full STIHL product range and associated systems through phone, email, and web chat, and uses CRM software to document interactions and help identify issues and solutions.
Requirements
- High school diploma or GED.
- Work experience with an outdoor power equipment dealer and/or outdoor power equipment product knowledge.
- Ability to explain complex technical concepts to dealers and end users.
- Excellent verbal and written communication skills.
- Proficiency with Microsoft Office, Customer Relations Management (CRM) software, SharePoint, and live chat.
- Time management skills.
Nice To Haves
- Advanced degree in a related discipline.
- Customer service certifications or certifications in related principles.
- Relevant outdoor power equipment industry certifications.
- Three or more years of technician experience, preferably on outdoor power equipment.
- Professional end-user experience, such as work as a landscaper or arborist.
- Customer service or call center support experience.
- Problem-solving skills and the ability to work independently.
Responsibilities
- Provide high-level technical support to dealers by phone, email, or web chat, including troubleshooting, diagnostics, and repair support for the full STIHL product range and associated systems.
- Provide product support to end users by phone, email, or web chat, including product selection, application, maintenance, conflict resolution, and other customer satisfaction topics.
- Use Customer Relations Management (CRM) software to update customer records, document customer and dealer interactions, and maintain detailed notes to help identify issues and solutions.
- Participate in team training sessions and meetings to stay current on product knowledge, office policies, and support procedures.
- Perform other duties and responsibilities as assigned.
Benefits
- Medical, dental, and vision insurance.
- Onsite Health & Wellness Center for employees and eligible family members.
- Company-paid life insurance.
- Short- and long-term disability coverage.
- Pension plan, fully vested after five years.
- 401(k) with employer match.
- Paid time off and 11 paid holidays.
- Potential annual merit increases.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
