Product Support Representative (Remote opportunity)

At AriensCo, we build more than exceptional products – we create opportunities that impact careers. Our culture values innovative thinking, hard work and determination. We interact in teams, collaborate together and make decisions quickly. We see growth potential in every team member, and are committed to supporting our employees with continuous training and advancement opportunities. Our environment? We’re corporate, without being “corporate.” Whether you work at our headquarters, manufacturing facilities, or one of our global distribution businesses, you’ll always have the freedom to create and contribute. Our company vision is “Passionate People, Astounded Customers.” Quite simply: it revolves around people Speaking of people, you’re not just employee #1,762 to us. You’re family and your role is invaluable. Without exceptional people, we can’t continue to produce the amazing products we're known for around the world. Ready for the ride of your career? Then come join us. By joining our team, you'll have the opportunity to work in a rewarding workplace with a strong sense of community. Job Description AriensCo is looking for a Product Support Representative to work with end users, landscape professionals, dealerships, and retailers by resolving entry- to moderate-level product-related issues. This role also coordinates goodwill solutions, including parts discounts, no-charge parts orders, and repair reimbursements through check requests or no-charge parts in lieu of reimbursement. While this position involves technical support, it is not IT-related. The role supports AriensCo outdoor power products, dealers, and customers with troubleshooting and service needs. THE DAY TO DAY... Create and maintain content related to standard work and internal Knowledge BaseAdvanced product part fitment and identification (Parts Smart, PDF, Legacy, old gravely)Parts Order EntryBasic support for consumer product issues including facilitating customer experience with the supporting dealerSupport dealer product issues, troubleshooting, general product questions, diagnostics (limited), warranty approval including goodwill, and systems process knowledgeLead and/or support identified product resource improvements included but not limited to parts manuals, owner’s manual and service documentsAssist in Consumer product selection inquiriesHandle to conclusion dealer, retailer and consumer general supporting questionsAnswer dealer, retailer and consumer questions including, warranty statement clarification, claim processing, pre-Authorization, and policy adjustmentsCreate parts manuals from Tech Pubs documents in DMRT Create fast moving parts and accessory IPL in DMRTCreate Hydro-Gear and other model IPL’s not supported by Tech Pubs Create knowledge base answer to be submitted to the Technical Support group for both internal and external publication Create awareness to both leadership and the MT group related to early indication of product issues brought forth by dealers and consumers. Assist and provide technical and product knowledge and support to other customer service teamsHandle entry level and moderate consumer escalations to resolve product, dealer/retailer issuesOther duties and projects as assigned The Qualifications... High School Diploma required; Associate's Degree preferredMinimum of 5 years of customer service experienceExperience with Microsoft Office Suite and CRM platformsStrong communication and customer service skillsAttention to detail and ability to follow processesComfort with systems and technology Ability to manage challenging customer situationsExperience with systems and cross-functional coordinationFamiliarity of all product publications not limited to service manuals, owners manuals, parts manuals, service notifications Applicants must be authorized to work in the U.S. without requiring sponsorship now or in the future. About AriensCo Since 1933, the AriensCo name has been associated with reliable, durably crafted, high-performance outdoor power equipment. Our core values – Be Honest, Be Fair, Respect the Individual, Keep our Commitments, and Encourage Intellectual Curiosity define our culture and inspire our team. We believe passionate people and astounded customers lead to unstoppable success. Our Employees’ Quality Of Life Is Important To Us. When People Feel Appreciated, Respected And Supported, Careers Thrive And Ideas Come To Fruition. AriensCo Employees Are Provided Various Great Benefit Opportunities Which May Include Medical, Dental, Vision Insurance effective first day of employmentDependent Care Flexible Spending Account (FSA) plan401(k) match and profit-sharing plansLife InsuranceHealth Savings Accounts (HSA)Short Term DisabilityParental LeaveOnsite Marketplace Care Partners at all locationsPaid holidays Employee Assistance ProgramTuition Reimbursement and Apprenticeship ProgramsSafety shoes and safety prescription glasses reimbursementEmployee Product Purchase Program50% Daycare discount **Brillion Early Learning Center10% tuition discount at KinderCare Learning Centers nationwide **Excludes Brillion Early Learning CenterOnsite health clinic with Bellin Health **Brillion Campus OnlyNearsite & Urgent Care Clinic Options **Brillion Campus Only EEO Statement The concept of diversity is important to us at AriensCo. That’s why we’ve created a culture that is inclusive, accepting and understanding. We embrace diversity among our partners, suppliers and employees. We also strive for diversity in the quality of our ideas. Inclusion and acceptance means that, regardless of who you are, you will always be standing on our welcome mat. AriensCo is an Equal Employment Opportunity (EEO) employer and steadfastly committed to hiring and selecting the most qualified candidate for any open position. It is the policy of AriensCo to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Providing our employees with an environment free of discrimination and harassment is something we take very seriously. Embracing diversity enables us to attract the best qualified talent, foster productive teamwork, and expand our business opportunities.