Technical Service Representative

Position Summary:  Under general supervision, this position is responsible for independently performing complicated technical service functions.  This includes acting as a liaison between the Operations, Engineering, Sales and Marketing departments and manufacturers, service centers, central distributors, field sales staff and customers in order to resolve moderately complex requests, questions and concerns associated with company products/services.
 
Job Responsibilities: 
1. Responds to and resolves a variety of product/service requests, questions and concerns of moderate complexity via telephone, written correspondence or on-site visits
2. Investigate and troubleshoot matters concerning repairs or procedures to correct problems associated with electrical or mechanical systems by working with multiple functions which may include Operations, Engineering, Sales and Marketing
3. Provide high level of technical support to other departments within and/or external to the organization (may include Dealer Schools as required); may provide technical support and training to other departments within the organization
4. Conduct research and investigations to determine validity of warranty claims and may make Warranty Policy Adjustments as required, failure analysis issues and product liability claims by working directly with consumers or dealers/distributors in order to resolve complaints
5. Assist with locating various product parts in critical situations that require expedient resolution
6. May oversee the work of lower level staff
7. Maintain and apply a broad knowledge of principles, practices and procedures regarding Briggs & Stratton products and equipment for unique situations that require new and creative solutions
8. Perform other duties and responsibilities as requested or required

Job Skills Requirements: 
· Good written and verbal communication skills
· Good negotiation and problem resolution skills
· Good organizational skills
· Good interpersonal skills to deal effectively and efficiently with diverse groups of people in a dynamic environment
· Proficient computer skills
· Strong mechanical aptitude preferred
· Strong customer service skills

Education Requirements:
· Bachelors degree or continuing coursework in Business, Technical Writing or Engineering, or equivalent work experience

Experience Requirements:
· Minimum of two years of experience in a troubleshooting and repair capacity required, preferably in the engine powered product service industry
· Customer or technical support experience also required