Customer Warranty and Product Specialist

Job Title: Product Technical Help Specialist

Department: Engineering/Admin/Product Support

Location: Spring Valley, MN

Reports To: General Manager and Engineering Department

Job Summary: KFI Products, a major brand in the ATV/UTV Powersports Industry, is looking for an energetic and professional individual with a great attitude and work ethic, detail-oriented and focused, and possessing excellent interpersonal skills including the ability to multitask. The Product Technical Help Specialist provides technical support and expertise to customers and internal teams. This role requires strong mechanical aptitude, proficiency or the ability to quickly learn Adobe software, and the ability to create user manuals. The ideal candidate will collaborate closely with the engineering team, assist with applications, update website data, communicate effectively with customers over the phone, process warranty claims, and support the sales team as needed.

Key Responsibilities:

Technical Support:

• Provide technical assistance and troubleshooting support to customers via phone, email, and chat.
• Diagnose and resolve mechanical and technical issues related to our products.

Documentation:

• Create and update user manuals, product guides, and technical documentation.
• Utilize Adobe software (InDesign, Illustrator, Photoshop) to design and format user-friendly manuals and guides, or demonstrate the capability to quickly learn these tools.

Collaboration with Engineering Team:

• Work closely with the engineering team to understand product specifications and technical details.
• Assist in the development and testing of new products and features.

Applications and Website Data:

• Help maintain and update technical content on the company website.
• Assist with the integration and application of new products into existing systems.

Customer Communication:

• Provide clear and concise technical support to customers over the phone.
• Ensure customer satisfaction by effectively addressing their concerns and providing timely solutions.

Warranty Claims:

• Process warranty claims efficiently, ensuring accurate documentation and resolution.
• Communicate with customers regarding the status of their warranty claims.
• Coordinate with the engineering and production teams to verify claims and facilitate replacements or repairs as necessary.

Sales Support:

• Assist the sales team with technical product information and customer inquiries.
• Provide technical training and support to the sales team to enhance their product knowledge.

Windows Excel:

• Utilize Windows Excel for data entry, analysis, and report generation.
• Maintain accurate records and logs using Excel.

Qualifications:

Experience: 2-3 years in a technical support role is desired but not required.

Skills:

• Strong mechanical aptitude and problem-solving skills.
• Proficiency in Adobe software (InDesign, Illustrator, Photoshop) or the capability to quickly learn these tools.
• Excellent written and verbal communication skills.
• Ability to create clear, concise, and user-friendly technical documentation.
• Experience with website content management and data updates.
• Strong customer service skills and the ability to communicate complex technical information to non-technical users.
• Experience in processing warranty claims and handling related documentation.
• Ability to assist the sales team with technical support and training.
• Familiarity with Windows Excel.

Other Requirements:

• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Familiarity with industry-specific software and tools is a plus.

Working Conditions:

• This position primarily involves office work, with occasional travel to customer sites or industry events.
• Our standard office hours of Monday-Thursday 8-5 and Friday 7-1.

Job Type: Full-time

Pay: From $19.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Shift:

• Day shift

Education:

• High school or equivalent (Required)

Ability to Relocate:

• Spring Valley, MN 55975: Relocate before starting work (Required)

Work Location: In person

Salary : $19