Job Description

Description

Summary

This position is for a Technical Service Representative. The primary roles include answering incoming calls from dealers and consumers, processing orders and warranty claims, answering inquiries and questions, handle complaints, troubleshooting problems and providing information.

Essential Duties and Responsibilities

• Provide technical expertise (from a practical and theoretical perspective) related to current and past models for Malibu and Axis brands
• Create best practice service instructions for dealers
• Process orders, warranty claims, and preliminary review forms
• Answer calls professionally
• Respond to dealer and consumer inquiries
• Research required information using available resources
• Manage and resolve dealer and consumer concerns and questions quickly
• Provide dealers and consumers with product and service information
• Enter consumer information in CRM system
• Identify and escalate priority issues
• Follow up as necessary to ensure case closure
• Track actions / contacts
• Other duties may be assigned.

Qualifications

Qualifications

Education and/or Experience: Associate's degree (A. A.) or equivalent from two-year college or technical school preferred; Five years of related experience and/or training; or equivalent combination of education and experience; Proficient in relevant computer applications; Knowledge of customer service principles and practices; Three years or more experience in a call center environment preferred; Excellent data entry/keyboard skills; Knowledge of administration and clerical processes; Relevant product knowledge related to the marine industry a plus

Language Skills: Ability to read, analyze, and interpret complex documents. Ability to respond effectively to sensitive inquiries or complaints. Ability to write speeches and articles using original or innovative techniques or style.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Other Qualifications:

• The key role of this Technical Service Representative is that of an individual contributor who has attained the skill set required to quickly, effectively, and efficiently offer advanced Technical Service, make decisions, and process data within a complex system. The preferred candidate will have diverse background in electrical, mechanical, and testing aspects of boat building and actual usage of boats for the purpose of analyzing and resolving complex service issues.
• Knowledge of can bus electrical, mechanical and hydraulic systems.
• The employee should also be able to successfully fulfill a data entry role, as well as a proven ability to work independently and to communicate effectively with others in the work group, dealer personnel, and consumers.
• The employee must enjoy customer service. He or she must have the ability to use various computer programs; Microsoft Word, Excel, Outlook, 10-key pad, databases, etc. The employee must project a professional image at all times and must be able to troubleshoot problems and provide answers to our customers inquiries. Position requires extensive data entry and administrative duties such as faxing, copying, filing and compiling research.

Work Environment

Majority of tasks are within an office environment, with occasional (approximately 10% of time) spent in manufacturing environment which may include conditions such as: Wet or humid conditions (non-weather); Work near moving mechanical parts; Safety glasses and closed toed shoes required when on production area.

Competencies

Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed.

Motivation: Measures self against standard of excellence.

Quality: Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors work to ensure quality.

Attendance/Punctuality: Is consistently at work and on time.

Dependability: Takes responsibility for own actions.