What are the responsibilities and job description for the Technical Customer Service position at Tiger Mowers LLC?
FUNCTION/POSITION DESCRIPTION:
Under moderate supervision, provides technical information and assembly instructions concerning goods or services with dealers, staff, vendors, and others to determine source of trouble and take corrective action. Assist in identifying accurate model and part numbers, troubleshooting, and problem resolution regarding product performance.
ESSENTIAL JOB DUTIES:
Responds to telephone inquiries concerning product performance in a professional, courteous, and timely manner demonstrating a commitment to high customer relations.
Provides technical service assistance on shortages and shipping problems for wholegoods, and parts.
Provides technical advice and assists customers on operational, mechanical and repair of products / components by identifying make and model of unit and analyzing performance problems(s).
Determines appropriate part / part numbers and corrective action needed. Assists in ordering parts.
Customize and review operator manuals, Bill of Materials, picklists, parts books, and maintenance instructions. Reviews and provides possible feedback on technical manuals for new and existing equipment.
Follows through on problem resolution by maintaining contact with customer / dealer ensuring accurate service and repairs have been completed.
May enter warranty registration information and process warranty claims.
Assists customers with product return situations and provide customers with the necessary RGA (Returned Goods Authorization) information.
Assist in field test/research testing and troubleshooting of new proto-type equipment.
NOTE: The above information is intended to describe the general nature and level of work being performed by employees within this classification. It is not intended to be construed as a comprehensive list of all duties, responsibilities, and qualifications of employees so classified.
KNOWLEDGE, SKILLS, AND ABILITIES:
High school diploma or GED certificate required. Technical or Bachelor’s degree in Agricultural Mechanization preferred but not required.
Minimum of three to five years previous experience in dealing with parts and service required.
Moderate understanding of hydraulics/hydraulic systems and exceptional mechanical aptitude/ability required. Troubleshooting and diagnostic ability required.
Able to read and understand Bill of Materials, blueprints, electrical and hydraulic schematics, parts/operating manuals and mounting instructions.
Excellent communication skills, both verbal and written. Text writing skills essential. Good customer service skills including telephone etiquette, filing, and ability to use standard office equipment. Able to use computer and be familiar with generic mainstream software.
Able to sit for extended periods of time.
Able to reason and use good judgement. Able to organize and prioritize work. Able to meet deadlines and work under pressure.
Able to initiate projects without supervision.
Able to work overtime as needed to complete assignments.
Must be able to pass Pre-Employment Drug Test
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