Customer Support Technician

Job Title: Customer Support Technician

Position Overview:

The Customer Support Specialist, reporting to the Customer Support Supervisor, is responsible for managing inbound customer inquiries via calls and emails, addressing customer needs promptly and efficiently. This role plays a key part in ensuring exceptional service and support are delivered to both dealers and customers, especially when handling complex issues. The ideal candidate should be comfortable working in a call center environment and may occasionally be required to assist customers in the field.

Key Responsibilities:

• Accurately document service calls, emails, and warranty claims with all relevant details.
• Provide timely and accurate responses to customer inquiries and resolve issues effectively.
• Regularly review open cases and ensure they are resolved in a timely manner.
• Follow up on high-severity cases to ensure customer satisfaction.
• Proactively reach out to dealers and customers to offer assistance and updates.
• Identify actionable items from customer interactions and coordinate efforts to address them.
• Process parts orders as required.
• Travel as needed (up to 10-15%) to assist customers on-site.

Core Duties:

• Handle inbound calls and emails, addressing customer needs with urgency and a sense of ownership.
• Serve as the primary technical resource for the Municipal product lines.
• Assist in creating and maintaining documentation for procedures and policies.
• Adhere to and enforce the company’s warranty process.
• Identify areas for documentation improvement and assist in implementing changes.
• Promote a “safety first” culture to maintain an injury-free workplace.
• Approve or deny warranty claims based on warranty guidelines.

This role is integral to maintaining strong customer relationships, ensuring the highest levels of service and support, and contributing to continuous improvement efforts within the organization.