Husqvarna Group

Technical Service Representative II – Small Engine Repair, Bilingual

Husqvarna Group

full-time

Posted on:

Location Type: Remote

Location: Canada

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About the role

  • Provide Technical Information, Technical Repair Knowledge, and Technical Troubleshooting for all Husqvarna Group Products
  • Respond to technical questions from internal and external customers via telephone, email, chat, or customer generated incidents into CRM
  • Troubleshoot, Diagnose and Evaluate individual case information to provide Repair Support, determine if issue is Warrantable, provide Policy Adjustment, and provide Good Will Warranty
  • Record details of cases in CRM and actions taken
  • Provide input to manufacturing and engineering departments with field obtained information
  • Assist dealers & internal team members with warranty processing and questionable component failure analysis and technical questions
  • Effectively communicate escalations to TSR3 representatives
  • Provide general customer service functions as required

Requirements

  • Exceptional knowledge of Outdoor Power Products and applications
  • Exceptional oral and interpersonal skills
  • Ability to verbally communicate information clearly and concisely ensuring customers’ comprehension
  • Bilingual in French and English
  • Developed computer navigational and organizational skills
  • Can pass typing accuracy test with 25 wpm or more
  • Basic/Entry level capability of MS Office (word, excel, outlook)
  • Experience utilizing and applying customer service skills: Importance of the customer and need to build relationships; Solving basic routine issues; Understanding when to escalate issues; Applying existing solutions to meet customer needs; Handling simple conflicts and work with difficult customers by reading customer’s tones, picking up on key words
Benefits
  • Health insurance
  • Professional development
  • Flexible work arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Technical Repair KnowledgeTechnical TroubleshootingCRMWarranty ProcessingComponent Failure AnalysisTyping AccuracyMS Office
Soft Skills
Exceptional Oral SkillsInterpersonal SkillsClear CommunicationBilingual (French and English)Organizational SkillsCustomer Service SkillsConflict Resolution