Technical Service Representative II - Small Engine Repair (Bilingual)

Last date to apply:

The Bilingual Technical Service Representative II is responsible for providing Technical Information, Technical Repair Knowledge, and Technical Troubleshooting for all Husqvarna Group Products. The Primary responsibility is to provide technical product support to our Distributors, Dealers, National Accounts and Customers (End User Escalations).

What You Need to Know:

• Respond to Husqvarna technical questions from internal and external customers such as Distributors, Dealers, National Accounts and consumer escalations via telephone, email, chat, or customer generated incidents into CRM (Customer Relations Management System).

• Trouble shoot, Diagnose and Evaluate individual case information in order to: 1. Provide Repair Support; 2. Determine if issue is Warrantable; 3. Provide Policy Adjustment; 4. Provide Good Will Warranty ·

• Record details of cases in CRM, as well as actions taken.

• Provide input to manufacturing and engineering departments with field obtained information to enhance product improvements and warranty cost reductions.

• Required to assist dealers & internal team members (TSR1) with warranty processing and questionable component failure analysis and technical questions.

• Effectively communicate escalations to TSR3 representatives

• Provide general customer service functions as required, such as but not limited to placing orders, parts look-up, pricing inquiries.

What We Are Looking For:

• 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 the following 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