FIELD SUPPORT REPRESENTATIVE

Description

Job Title: Field Support Representative 

Department: Customer Service/Technical Service

Reports To: Service Manager (Eastern)

FLSA Status:  Non-Exempt

Location: Murrieta, CA

SUMMARY

Under limited supervision, the Field Support Representative provides dealer technical support, trackside support and service to enhance product performance and product quality. Plans for and ensures that appropriate resources are utilized to provide the highest level of dealer/customer technical service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides event support by assisting Sales and Marketing with assembly of product, display preparation and on-site general support. Some events include dealer shows, IMS show(s), Amateur Racing Support, KJSX, Ride Orange events and other requested dealer events.
• Provides field customer service support with limited supervision. Expected to make good sound business decisions, within realm of responsibility, during dealer visits and when assisting dealers with issues. Provides dealer phone assistance, including logging calls and following up as required.
• Conducts training for new KTM dealers and supports existing dealers in the following areas:
• Dealer.net online parts and ordering system
• Service Organization
• Features and Benefits
• Gold Level Training
• Shop Standards
• Reconditioning
• New dealer set-ups in conjunction with Sales Staff / Dealer Development
• Warranty Audits 
• Special Projects
• Performs other duties as assigned. 

Requirements

EXPERIENCE REQUIREMENTS: 

Generally, requires a minimum of 5 years of progressively responsible experience in automotive or motorsports industry. Required proficiency in Microsoft Office Suite. Valid motorcycle license is required.

EDUCATION REQUIREMENTS: 

High school diploma required. Bachelor’s Degree or equivalent experience in related field preferred.

OTHER SKILLS AND ABILITIES: 

• Attention to detail
• Ability to multi-task in a fast-paced, deadline driven and constantly changing environment
• Flexibility to switch gears with little notice
• Excellent organization skills 
• Ability to prioritize workload, meet deadlines and understand when to escalate potential issues
• Basic math skills
• Must be internal and external customer focused
• Strong interpersonal skills with the ability to use tact and diplomacy; must be team player
• Analytical abilities
• Must be self-motivated with ability to use own initiative
• Ability to ride a motorcycle with proficiency and follow company riding policies.

SUPERVISORY RESPONSIBILITIES: None

CONTACTS: 

Internal:  Sales, Marketing

External: KTM Dealers, end users/customers

JUDGEMENT/REASONING ABILITY: 

Ability to recognize discrepancies and resolve problems quickly using sound judgment, poise and diplomacy. Requires ability to use judgment and reasoning skills and determine when issues need to be escalated.

PHYSICAL DEMANDS: 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to sit; use hands and fingers, bend, stoop and reach with hands and arms. 

Ability to lift 75 to 90 pounds 30% daily

Able to sit at a desk and use/view computer 75% daily

Able to hear and speak into a telephone 75% daily

Able to walk, stand, kneel, bend, stoop, twist 50% daily

Able to use arms and hands 50% daily

Able to ride a motorcycle <3% daily

WORK ENVIRONMENT: 

The noise in the work environment is usually moderate. Other factors are:

• Extensive travel is required; approximately 75% travel in this position.
• Hectic, fast-paced with multi-level distractions
• Professional, yet casual office work environment
• Ability to work extended hours as required

Required Pre-Hire Screenings:

Criminal - Felony and Misdemeanor 7 Years

National Criminal Data Base 7 Years

Sex Offender Registry

Social Security Verification

Driving Record

NDOT Drug Screen