What are the responsibilities and job description for the Customer Service Representative position at RC Mowers?
WHO WE ARE
RC Mowers designs and manufactures Autonomous Mowing Robots™ and Remote-Operated Robotic Mowers—products that are setting a new industry standard. Our culture is built on excellence, innovation, and teamwork. Here, your ideas move seamlessly from concept to reality—all under one roof.
We’ve been recognized on the Inc. 5000 as one of America’s fastest-growing private companies and named one of Fast Company’s Most Innovative Companies of 2023. If you’re ready to push limits and build something extraordinary, we want to hear from you.
JOB PURPOSE
The Customer Service Representative will provide outstanding support and service to RC Mowers Customers, dealers, and team members while exemplifying our core values in efforts to resolve any customer issues.
DUTIES AND RESPONSIBILITIES
· Provide mechanical and electrical troubleshooting support and assistance via email, phone, and other remote methods.
· Ensure all customer issues are satisfactorily resolved utilizing engineering, manufacturing, in-house experts, and other teams as needed.
· Handle warranty parts and service claims, exercising independent judgement on what qualifies for warranty and much money and time to authorize for payment.
· Review technical documentation for accuracy and completeness.
· Send service bulletins to dealerships and owners as required.
· Address/respond to customer inquiries.
· Accurately enter Customer orders into the system for shipping, ensuring all customer account details are accurate and orders or set up properly to capture analytical data for reporting.
· Manage parts shipping as necessary.
· Work cooperatively with Shipping and other departments to ensure positive customer experiences.
· Provide information about the products and services.
· Document and update customer records based on interactions.
· Track current warranty costs and estimate future warranty liability based on units and hours.
· Develop and maintain a knowledge base of the evolving products and services.
· Create documentation and procedures related to operation functionality, troubleshooting, and maintenance.
· Assist with creation of training programs, including presentations, videos, and documents. May include delivering presentations on safety, installation, programming, maintenance, and repair of software, machinery, and equipment.
· Overnight travel is required from time to time to support customers and other company initiatives.
· Work with other departments to implement software or engineering changes.
· Provide feedback to stakeholders regarding recurring systemic issues.
· Attend all safety meetings as required.
· Maintain attendance in accordance with company policy.
· Adherence to company policies and procedures.
· Other duties as assigned.
EDUCATION AND EXPERIENCE
Experience: 2 years of Customer Service experience, preferably in manufacturing or onsite Assembly experience.
Education: HSED or equivalent.
Preferred Experience: Previous experience with troubleshooting, mechanical aptitude and warranty claims and speaking and/or understanding the Spanish language.
SKILLS
Language: Ability to read and write English. Reading, writing, hearing, listening, and speaking effectively with the ability to analyze data. Ability to effectively present information in one‐on‐one, over phone, and small group situations to customers, clients, and other employees. Ability to build rapport and express empathy with dealers and end customers. Positive and professional demeanor.
Mathematical: General Math abilities
Reasoning Ability: Critical thinking to identify primary and secondary problems. Use empathy and urgency to build trust with customers. Strive to understand our customers’ needs, anticipate their concerns, and proactively provide tailored solutions. Establish long-term relationships with our customers by delivering superior support, guidance, and assistance throughout their entire journey with our product. Ability to type 40 WPM and use a variety of software applications.
Lifting: This position may occasionally be required to lift up to 35lbs.
Vision: Requires close vision, distant vision, and depth perception. Ability to perceive and differentiate colors.
Noise: The noise level typical for the work environment of this job is moderate.
In addition to the essential duties and responsibilities listed above, all positions are also responsible for:
· Performing all work-related tasks in a manner that is in compliance with all Federal, State, County and Company policies and administrative guidelines, and local standards and regulations.
· Adhering to Company policies, procedures, and directives regarding safety and standards of workplace behavior in completing job duties and assignments.
KEY TRAITS WE VALUE
- Drive: You deliver results, not excuses.
- Accountability: You own your work—successes and challenges alike.
- Adaptability: You thrive in dynamic environments and embrace change.
- Self-Direction: You don’t need micromanagement; you make things happen.
- Curiosity: You have a growth mindset and a hunger for learning.
- Passion: You stand up for the customer, the mission, and what you believe in.
WHY WORK HERE?
- Earn What You’re Worth: We reward impact, not politics. Your contributions define your success.
- Push Your Limits: Work on challenges you didn’t think possible and grow beyond what you imagined.
- Competitive Benefits: Paid vacation, health/dental/vision insurance, other perks, and a generous company-matching 401(k).
- Transform an Industry: Build products that don’t just compete—they change the game.
- Work with the Best: Be surrounded by elite problem-solvers and high achievers.
ABOUT RC MOWERS
Founded in 2018 near Green Bay, WI, RC Mowers is transforming the mowing industry with cutting-edge robotics. Our mission is simple: We are redefining the business of mowing.
Learn more at RCMowersUSA.com.
Ready to level up your career? Apply now and be part of the future of robotics.
Hiring is subject to pre-employment background checks and drug screening.
