Tech Support

Job Duties and Responsibilities

·       Provides assistance and technical/mechanical support to customers that are experiencing issues.

·       Communicate directly with customers via phone or email in a professional and timely manner.

·       Log all communication with customers in Activity section of SAP.

·       Trouble shoot failures using mechanical questions and diagnosis flow to resolve customer issues.

·       Understanding of SAP Service Module functionality

·       Keep detailed records of customer interactions, transactions and record details of inquiries, comments and complaints in SAP.

·       Process warranty claims received from customers; requesting items needed to complete timely.

·       Escalate any customer complaints or inquiries as needed to Tech support team members.

·       Create Service Call and assign to Tech Queue from email or dealer portal daily.

·       Call service centers within a specific territory/area to set them up as preferred centers for Hisun customers, adding 10 new service centers per quarter.

·       Send contracts and business applications to prospective Service Centers and follow up with each service center to ensure they send back contracts and supporting documents.

·       Keep records of customer interactions and transactions, and record details of inquiries, comments, and complaints.

·       Communicate and coordinate with internal departments and follow up on customer interactions to ensure timely completion.

·       Report any customer complaints or inquiries that you are not trained or knowledgeable to handle.

·       Work with the customer service department and technical support to make certain the service center’s orders and warranty claims are processed in a timely manner.

·       Maintains and keeps current the service library manuals, bulletins, and trip schedules.

·       Contacting customers to survey how the quality of work was performed for services rendered.

·       Assists sales personnel with issues that arise in the field.

·       Assists sales personnel with customer contacts regarding sales and outside service sales.

·       Conducts regular field service meetings via teams.

·       Communicates changes in service/warranty policies and procedures to ensure all employees have the appropriate information they need to successfully perform their roles and responsibilities.

·       Process warranty claims received from customers; requesting items needed to complete timely.

·       Escalate any customer complaints or inquiries as needed to Tech support team members.

 Requirements

·       General knowledge of customer service principles and practices

·       Relevant computer knowledge of SAP and Microsoft software systems

·       Must successfully work individually and as part of a team.

·       Communication skills, both verbal and written along with listening and problem-solving skills.

·       Power sports, ATV or UTV knowledge is a plus.

Goals

·       Return missed calls, voice mail & emails within 4 hours.

·       Transfer of Service Call Status from Tech Queue to Open (In Review) within 12 hours

·       Process of Service Call from Open (In Review) to Closed within 10 business days.