Bilingual Technical Service Representative

 Husqvarna Group
 Canada, Montreal, Quebec
 3 weeks, 2 days ago

The Technical Service Representative level 1 is responsible for providing Technical Information, Technical Repair Knowledge, and Technical Troubleshooting for all Husqvarna Group Products at an entry level. The Primary responsibility is to provide technical product support to our Distributors, Dealers, National Accounts and Customers (End User Escalations).

This role can be based out of a home office (anywhere in the US or Canada).

Essential Duties:

  • 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).
  • Technicians are required to remain logged in to the systems and process received or assigned cases using phone, chat, email, CRM (Customer Relations Management System), Web Warranty and written correspondence on a daily basis within department metrics.
  • Trouble shoot, Diagnose and Evaluate individual case information in order to:
  • Provide Repair Support
  • Determine if issue is Warrantable
  • Provide Policy Adjustment
  • Provide Good Will Warranty
  • Record details of cases in CRM, as well as actions taken
  • Provide clear solutions for product repair, replacement or policy adjustment.
  • Provide input to manufacturing and engineering departments with field obtained information to enhance product improvements and warranty cost reductions.
  • Required to assist dealers with warranty processing and questionable component failure analysis.
  • Effectively communicate escalations to TSR2/TSR3 representatives
  • Effectively communicate unresolved technical incidents to TSR2/TSR3 representatives for a solution.
  • Provide general customer service functions as required, such as but not limited to placing orders, parts look-up, pricing inquiries.
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