STIHL

Equipment Support Specialist

STIHL

full-time

Posted on:

Location Type: Office

Location: Virginia Beach • Virginia • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • Provide high level technical support to dealers via phone, email or web chat. Includes technical troubleshooting, diagnostic and repair support of the full STIHL product range and associated systems.
  • Provide technical support for end users via phone, email, and/or web chat. Includes full range product support including product selection, product application support, product maintenance, conflict resolution and all other possible customer satisfaction topics.
  • Utilize Customer Relations Management (CRM) software to update customer records, document customer/dealer interactions, and keep detailed notes to assist with identifying possible issues and solutions.
  • Participate in team training sessions and meetings to stay up to date on product knowledge, office policies, and support procedures.
  • All other duties and responsibilities as assigned.

Requirements

  • Work experience in an outdoor power equipment dealer and/or OPE product knowledge.
  • Ability to translate complex technical concepts to dealers and end users.
  • Excellent verbal and written communication skills required – this job is the voice of STIHL to our customers.
  • Proficient in Microsoft Office software, Customer Relations Management (CRM) software, SharePoint, live chat.
  • Time Management skills.
  • Preferred: 3+ years working as a technician (preferably on outdoor power equipment).
  • End user professional experience (landscaper, arborist, etc.).
  • Customer service or call center support experience.
  • High School Diploma or GED required; advanced degree in related discipline preferred.
  • Customer Service or Certifications in related principles are preferred.
  • Relevant OPE Industry Certifications preferred
Benefits
  • Competitive pay with multiple bonus opportunities and potential for annual merit increases
  • Excellent health benefits including Medical, Dental & Vision Insurance
  • Onsite Health & Wellness Center for employees and eligible family members
  • Company-paid Life Insurance and Short & Long-Term Disability
  • Robust retirement offerings including: A fully vested Pension Plan after 5 years, A 401(k) with generous employer match
  • Paid time off including Vacation, Sick Time, and 11 Paid Holidays
  • A strong culture of stability, community, and innovation

Applicant Tracking System Keywords

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

Hard skills
technical troubleshootingdiagnostic supportrepair supportproduct application supportproduct maintenanceconflict resolutioncustomer servicetechnical concepts translationoutdoor power equipment knowledgetechnical support
Soft skills
verbal communicationwritten communicationtime management
Certifications
Customer Service certificationsOPE Industry Certifications