Warranty Specialist & Technical Support

Essential Duties and Responsibilities

• Issue Intake and Documentation: Receive calls and emails, create accurate service tickets in Odoo or another designated system, categorize symptoms, and collect required information such as serial numbers, photos, diagnostic readings, and test results.
• Routine Troubleshooting: Use approved troubleshooting guides, service manuals, and standard diagnostic steps to resolve common mechanical and electrical concerns. Escalate unresolved, safety-related, or nonroutine issues with complete documentation.
• Warranty Administration: Review warranty submissions for completeness, validate required documentation against company policy, process routine claims, and maintain accurate claim and resolution records.
• Parts Identification and Fulfillment Coordination: Use parts diagrams and product documentation to identify replacement parts and coordinate with shipping, receiving, and internal teams for accurate fulfillment.
• Product Knowledge Development: Participate in structured training and spend time on the production floor learning vehicle assembly, wiring, component operation, testing methods, and common failure modes.
• Dealer and Customer Support: Provide clear, patient instructions for routine diagnostic and repair steps by phone, email, or video. Refer advanced coaching or complex technical decisions to Level 2 support.
• Service Documentation Support: Use existing service bulletins, repair procedures, and FAQs; identify unclear or missing information and provide feedback to the Level 2 representative for updates.
• Reliability Feedback: Document recurring symptoms and field observations accurately so senior technical personnel can evaluate trends and potential corrective actions.
• Cross-Functional Coordination: Share complete service information with operations, engineering, sales, quality, and suppliers as directed. Support follow-up activities rather than independently leading technical resolution.
• Limited Field Support: When assigned and accompanied or directed by senior personnel, assist with dealer or customer visits, product inspections, repairs, and training.
• Customer Experience: Maintain professional communication, strong follow-through, and a positive company image from initial contact through closure.

Qualifications

• Education: 4-year degree preferred, but not required. Equivalent hands-on mechanical, technical, or automotive/powersports industry experience will be strongly considered and accepted in lieu of a formal degree.
• Experience: One to three years of customer support, mechanical, electrical, automotive, golf cart, UTV, powersports, or related experience preferred. Entry-level candidates with strong technical aptitude and relevant training may be considered.
• Technical Aptitude: Basic understanding of mechanical and low-voltage electrical systems. Familiarity with multimeters, wiring diagrams, lithium batteries, or BMS systems is preferred; willingness and ability to learn are required.
• Computer Skills: Strong data entry and general computer skills. Familiarity with Excel, Google Sheets, Google Slides, CRM, ERP, or ticketing systems is preferred.