CUSTOMER SERVICE TECHNICIAN


Department: Service

Location: Greenbush (Onsite)

Reports to: Director of Service and Support

Number of Positions: 1

Position Type: Full-Time

Position Overview:

The Customer Service Technician is responsible for a variety of administrative duties and for assisting the Altoz Dealers and their customers with service-related items such as warranty questions, processing warranty claims, part returns, resolving complaints, and correcting shipping errors. In this role, you will also enter history records for service and warranty related information in the CRM system.

To be successful in this role you need excellent interpersonal skills, be efficient, eager to help, and consistent in following established policies.

Responsibilities

You must be able to:

  • Provide troubleshooting assistance and technical information for a variety of inquiries from customers and Dealers.
  • Communicate professionally and respectfully with all company departments, Dealers, and customers
  • Assist Dealers in handling unsettled claims by consulting with service personnel or customers
  • Process warranty and service claims from customers and Dealers
  • Focus on delivering quality outcomes for customers and dealers
  • Liaise with Sales, Shipping, Dispatch, Order Audit, and other departments as needed to answer questions and solve problems
  • Review labor/material adjustment claims from dealers and approve/deny by following established guidelines
  • Examine, document, and analyze product warranty claim trends
  • Assist with resolving warranty related repairs
  • Conduct customer and Dealer satisfaction surveys
  • Stay up to date with knowledge of Altoz products and services
  • Train Dealers and others in service, operations, and repair of products
  • Provide technical tips and best practices to Dealers
  • Document history records for service and warranty information into internal systems
  • Utilize and assist in developing service manuals
  • Draft service bulletins and Dealer Tech Tips
  • Provide assistance at Dealer shows and events
  • Other duties as assigned

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Required Knowledge, Skills, and Experience

Minimum/Essential Qualifications:

  • High School diploma, GED or relevant work experience
  • Computer literacy, MSOffice experience and able to learn internal software systems such as CRM, Web browser and other applications
  • Strong communication and listening skills, analytical, organizational, and time management skills
  • Ability to multitask and quickly change focus
  • Excellent team working, motivational, interpersonal, communication, and customer service skills
  • Strong problem-solving capabilities, strong sense of responsibility, self-motivation, and excellent organizational skills
  • Work well independently as well as in a team environment
  • Attention to detail to produce accurate and high-quality work while meeting deadlines
  • Maintain composure and positive attitude during stressful situations
  • Work efficiently with the ability to prioritize daily workload
  • Collaborate and build excellent working relationships with cross-functional teams

Preferred Qualifications/Selection Criteria:

  • Experience working with outdoor power products
  • Basic mechanical understanding of outdoor power equipment
  • Background in technical service
  • Customer support background for a manufacturer of gas and oil products

Physical Requirements such as below:

  • Generally, spend the workday sitting at a workstations and operating computer devices such as, but not limited to keyboard, mouse ad screen, performing repetitive motions that involve or affect the hands head and other parts of the body. May include bending, squatting, reaching and lifting.

SEND AN APPLICATION

Click here to apply online.

You can also mail your application or resume to us at:

Altoz
Attn: Human Resources
20502 160th Street
Greenbush, MN 56726

Or contact Human Resources by email: employment@altoz.com

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