Technical Brand Ambassador

Position Summary:

The Technical Brand Ambassador is responsible for directly supporting
the Kress network of dealers. Daily activities of a Technical Brand Ambassador will be dictated by the needs of the
dealers in their respective areas of coverage. The TBA will call on their
technical ability and application experience in the tool and OPE industry to
develop Kress dealers and their technicians to provide industry-leading
technical support to our dealer network.

Efforts of the TBA
will be concentrated on direct technical support of dealers and dealer
technician development. Working closely with dealer service departments to
diagnose, repair equipment, or resolve issues quickly. Managing all aspects of
daily warranty submissions including the processing of claims, and fielding inquiries related to warranty decisions and
appeals. Other areas of coverage are timely and accurate documentation
of product technical concerns and reporting associated with warranty
adjudication.

Requirements

Essential Functions:

• Resolve
  dealer issues received via phone and email to provide step-by-step
  guidelines for the resolution of technical issues.
  
• Working
  closely with dealer service departments to repair equipment or resolve
  issues quickly and supporting sales functions when applicable.
  
• Attempt
  replication of customer-reported issues.
  
• Verify
  customer-reported issues by replication using the tool wall.
  
• Understanding
  when to escalate issues to level 3 support when necessary.
  
• Record
  notes of dealer interactions for future reference.
  
• Communicate
  and coordinate with internal departments.
  
• Process
  dealer warranty claims in accordance with SOP and assigned KPIs.
  
• Field
  inquiries from dealers regarding warranty pre-approvals and warranty
  claims’ validity before submission.
  
• Complete
  technical reports for submission to QC dept for investigation and
  resolution to product failures.
  
• Relies on independent
  decision-making and problem-solving to complete job tasks.
  
• Perform
  other duties as assigned.
  

Education and Experience:

• Prior
  use of power tools and lawn and garden equipment.
  
• Background
  in construction, mechanics, or lawn maintenance preferred.
  
• Working
  knowledge of IoT devices preferred.
  
• Ability
  to read electrical schematics and technical drawings.
  
• Demonstrable
  knowledge of technical customer service and sales principles and practices
  
• Understand
  internet and wireless technology.
  
• Effective verbal and written communication
  skills.
  
• Excellent customer service/relation skills
  
• Ability
  to effectively work in a team environment.
  
• High
  school diploma, general education degree, or equivalent.
  
• Proficiency
  in relevant computer applications.
  
• Ability
  to type 45 wpm.
  
• Knowledge
  of administrative procedures.
  
• 6
  months or more of customer service experience.
  
• 6
  months or more of experience in a call center environment is preferred.
  

• Interpersonal
  skills
  
• Excellent
  communication skills – verbal and written
  
• Excellent
  listening skills
  
• Excellent
  time management skills
  
• Problem
  analysis and problem-solving
  
• Attention
  to detail and accuracy
  
• Data
  collection and ordering
  
• Basic knowledge of power tools and their use