Reports To: VP of Operations
Job Type: Full-Time
Position Summary:
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Provide assistance and technical support to customer & consumers that are experiencing issues.
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Communicate directly with customers via phone, email in a professional and timely manner.
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Log “ALL” communication with customers in Activity section of SAP.
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Trouble shoot failures using Fault Tree Analysis to resolve customer complaints.
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Understanding of SAP Service Module functionality
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Keep detailed records of customer interactions, transactions and record details of inquiries, comments and complaints in SAP.
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Escalate any customer complaints or inquiries as needed to TSS II or III team member.
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Create Service Call and assign to Tech Queue from email or dealer portal daily.
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Travel to customers based on planned trip schedule to assist in repairs, returns, diagnosis as needed.
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Document work completed on the road to note information in the system upon return.
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Represent the company professionally while interacting and repairing units.
Requirements
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Clear driving record and valid driver’s license.
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High school diploma, general education degree or equivalent working experience
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General knowledge of customer service principles and practices
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Relevant computer knowledge of SAP and Microsoft software systems
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Must successfully work individually and as part of a team.
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Communication skills: both verbal and written along with problem-solving skills is a must.
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Power sports, ATV or UTV knowledge is a plus.
While not traveling, this position will work out of our McKinney, TX office. Company vehicle will be provided for travel.
- Candidates living in the Atlanta,GA, Birmingham, AL or Indianapolis Area may qualify for outside mobile tech role.
To Apply:
Please email your resume and cover letter to [email protected].
