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Technical Service Representative II – Small Engine Repair, Bilingual
Posted 7 months ago
About the role
- Bilingual Technical Service Representative providing technical support for Husqvarna Group products via various communication channels. Responsible for troubleshooting and assisting with customer inquiries.
Responsibilities
- Provide Technical Information, Technical Repair Knowledge, and Technical Troubleshooting for all Husqvarna Group Products
- Respond to technical questions from internal and external customers via telephone, email, chat, or customer generated incidents into CRM
- Troubleshoot, Diagnose and Evaluate individual case information to provide Repair Support, determine if issue is Warrantable, provide Policy Adjustment, and provide Good Will Warranty
- Record details of cases in CRM and actions taken
- Provide input to manufacturing and engineering departments with field obtained information
- Assist dealers & internal team members with warranty processing and questionable component failure analysis and technical questions
- Effectively communicate escalations to TSR3 representatives
- Provide general customer service functions as required
Requirements
- Exceptional knowledge of Outdoor Power Products and applications
- Exceptional oral and interpersonal skills
- Ability to verbally communicate information clearly and concisely ensuring customers’ comprehension
- Bilingual in French and English
- Developed computer navigational and organizational skills
- Can pass typing accuracy test with 25 wpm or more
- Basic/Entry level capability of MS Office (word, excel, outlook)
- Experience utilizing and applying customer service skills: Importance of the customer and need to build relationships; Solving basic routine issues; Understanding when to escalate issues; Applying existing solutions to meet customer needs; Handling simple conflicts and work with difficult customers by reading customer’s tones, picking up on key words
Benefits
- Health insurance
- Professional development
- Flexible work arrangements
Job title
Job type
Experience level
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Not specified
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