Technical Bilingual Brand Ambassador

5 days ago

Charlotte, North Carolina, United States Positec Tool Corp Full time

Position Summary: 

The Technical Bilingual Brand Ambassador, is responsible for assisting the After Sales Manager in the daily activities, supervision, and coordination of assigned duties to all Solution Center Brand Ambassadors supporting Kress.  This person will work closely with the After Sales Manager to develop and maintain the Kress Service business.

 

Essential Functions: 

  • Assist in monitoring the daily productivity of all Kress Solution Center Technical Brand Ambassadors and report generation of daily, weekly, and monthly performance measures. Act on both positive and negative trends to ensure the attainment of performance targets, quality scores, and schedule adherence. 
  • Work with the Kress Solutions warranty team to maintain accurate and uniform responses and decisions to our dealer network.
  • Assist parts department and technical staff in preparing and publishing dealer-facing documentation.
  • Responsible for acquiring all after sales documentation from HQ including the following:
    • Workshop manuals
    • Operator's manuals
    • Maintenance materials (seasonal checks, etc.)
  • SOP documentation creation.
  • Improve upon established methods and procedures to increase dealer and end-user experience with the Kress Solutions After Sales Service department.
  • Assist and participate in internal training programs.
  • Train and provide support to Technical brand ambassadors on Kress troubleshooting and technical repair procedures
  • Mentoring technical brand ambassadors to work with Kress dealers in understanding technical issues and providing feedback via reporting on all Kress OPE products.
  • Perform visual and quick coaching on calls, email, and chat to observe employee demeanor, technical accuracy, and conformity to company policies.
  • Answers customer and Brand Ambassador questions; recommends proper assistance and services to address concerns and complaints and performs additional customer follow-up. 
  • Ensure all Brand Ambassadors are clear on all new information related to products, procedures, customer needs, and company related issues, changes, or actions, including conducting huddles and sending email and chat communication to assist our Quality Assurance Specialist and Training and Development Specialist. 
  • Assist in maintaining harmony among employees and resolving minor grievances. 
  • Perform other duties as assigned. 

Education and Experience: 

  • High School Diploma or equivalent required, or associate degree preferred. 
  • Experience in call center service activities. 
  • Proficient in MS Office suite, specifically PowerPoint.
  • Demonstrable knowledge of customer service, and after sales service principles and practices. 
  • Knowledge of ordering systems such as Kibo, Five9, and CRM.

Key Competencies: 

  • Ability to inspire and support people with interpersonal skills to build effective relationships.  
  • Excellent time management and organizational skills 
  • Analytical, problem solving and negotiation skills 
  • Customer service and sales orientation 
  • High energy and willingness to take initiative 
  • Adaptability to change 
  • Leadership skills 


RequirementsLanguage Skills: 

Proficient in written and spoken English language utilizing appropriate punctuation and grammar. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations, to customers, clients, and other employees of the organization. 

Mathematical Skills: 

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. 

Reasoning Skills: 

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. 

Computer Skills: 

To perform this job successfully, an individual should have knowledge of Microsoft Word, Microsoft Excel, web browsers such as Edge, Chrome, and Safari.

Supervisory Responsibilities: 

Directly supervises at least fifty Solution Center employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 

Work Environment: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. The noise level in the work environment is usually moderate. 

Physical Demands: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. 

  • The employee must occasionally lift and/or move up to 40 pounds. While performing the duties of this job, the employee is regularly required to sit, use hands; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee is rarely required to stoop, kneel, crouch, or crawl. 

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