Customer Support Tech

Customer Support Specialist

Customer Support Tech Specialist reports to the Customer Support Supervisor and is responsible for answering inbound customer calls, emails, and addressing customer needs with a sense of urgency and ownership.

This individual is responsible for ensuring we provide the highest levels of customer service and support to our dealers and customers, often on challenging cases. The ideal candidate is comfortable working within our call center and occasionally in the field with our customers.

Key Roles:

• All service calls, emails, and warranty claims are documented with the necessary information and

detail.

• Customer questions and needs are addressed quickly and accurately.
• Open cases are reviewed periodically and worked to closure.
• Follow-up calls are made to high severity cases.
• Make periodic, proactive calls to our dealers and customers.
• Identify and document action items that surface from calls and facilitate and follow-up on a plan to address.
• Process parts orders as needed.
• Travel as needed to assist customers in the field (Up to 10-15% travel time).

Responsibilities:

• Answers inbound customer calls and emails. Addresses customer needs with a sense of urgency and ownership
• Primary technical resource for the Municipal product lines.
• Assist with documentation of procedures and policies.
• Follows and enforces documented warranty process.
• Identify areas of documentation that can be improved and assist with improvements.
• Strive for an injury free workplace through a “safety first” attitude.
• Approve/deny warranty claims in accordance with Diamond Mowers’ warranty terms.

All other duties are performed as necessary.

Qualifications:

• 2 years of experience in assembly or manufacturing would be preferred.
• 2 years of experience in customer support
• High School diploma or GED preferred.
• Knowledge of MS Office, CRM, would be helpful.

Location and Hours:

Location: 1000 Cherokee St Sioux Falls SD 57104

Hours: 8:30-5:00

Days of Shift: Monday-Friday

A full benefits package is available for all full-time employees.

Exhibit Diamond Company Values:

CUSTOMER FOCUSED

• Meeting and exceeding internal and external customer expectations is the responsibility of everyone.
• We are committed to being a World Class organization and the greatest partner to our customers.
• We will listen, support, engage with empathy, our work must drive the success of our internal and external customers and team members.

ACCOUNTABILITY

• We will be responsible for the commitments we make, and the expectations placed on us.
• When we fail, we will own it, learn from it and make the appropriate changes.
• We will act with exceptional integrity in everything we do.
• We will be open to receiving and giving feedback.

TEAM PLAYER

• Teamwork and clear communication are paramount to our success.
• We will seek and provide constructive feedback to one another, work as a collaborator, treat peers with respect and dignity, engage all team members as partners to solve problems and support one another with a positive attitude.

SAFETY

• We believe safety must be at the forefront of all our decision-making.
• We will proactively invest in safe solutions and act consciously every day to keep ourselves, team members and customers safe.

GRIT

• We have the passion, determination and work ethic that gives us the ability to push through, to get to the end goal and recognize the obstacles we have overcome along the way.
• When we tackle a difficult situation, we are determined to never give up and be the best in the industry.

Diamond Mowers is an EEO/AA Employer M/F/Disability/Vet.