Technical Support Specialist

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.

Requirements

• High school diploma, GED, or equivalent required.
• Prior hands-on use of power tools and lawn and garden equipment.
• Background in construction, mechanics, lawn maintenance, or related fields preferred.
• Working knowledge of IoT devices and connected equipment preferred.
• 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.
• Call center experience preferred.