Technical Service Rep

4 weeks ago

Wyoming, United States Disability Solutions Full time
At Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE.

JOB SUMMARY:

Polaris Technical Service Representatives (TSRs) are tasked with delivering industry-leading case management and service experiences for Polaris dealers and customers through effective technical problem resolution. This role involves managing cases of varying complexity and type, assisting dealers with vehicle diagnostics and troubleshooting, and evaluating warranty and goodwill coverage requests. This highly impactful position is dedicated to resolving technical vehicle issues and making business and financial decisions that enhance brand loyalty while providing world-class service. TSRs utilize problem analysis, technical proficiency, critical thinking, and clear communication to resolve vehicle cases.

ESSENTIAL DUTIES & RESPONSIBILITIES:

  • Provide technical case support to dealership technicians. Vehicle case management will include diagnostics and goodwill coverage requests.
  • TSRs will be responsible for solving and closing cases in short periods of time through effective case management.
  • Manage diagnostic cases by following a comprehensive process: verify the complaint, identify related symptoms, analyze and isolate the issue, implement the fix, and test to ensure resolution.
  • TSRs will be responsible for warranty authorization cases, including but not limited to determining root cause, warranty eligibility, component coverage and labor accuracy.
  • Use experience, knowledge, and collaboration with internal teams to assist dealership technicians to promptly resolve diagnostic cases.
  • Leverage your understanding of customers and dealers, along with your technical expertise and customer-centric approach, to make financial and business decisions that boost brand loyalty. Provide exceptional customer service to both dealers and customers.
  • Conduct flat rate time studies and review warranty flat rate manuals.
  • Assist in the development, review and feedback for service manuals, videos, team tips, diagnostic processes, or technical training materials. TSRs will be used as an internal subject matter expert on vehicle diagnostics and service for assigned vehicle platforms or systems.
  • Support the Owner Connections team in enhancing customer satisfaction and loyalty by offering technical explanations and coaching, evaluating customer-specific coverage, and ensuring clear communication between the dealer, customer, and Polaris.
  • Meticulously document dealer and customer interactions by taking detailed notes across all communication methods.


SKILLS & KNOWLEDGE

Hard Skills:

  • Bachelor's degree in engineering or other related technical major, or substantial equivalent technical experience in related work or field
  • A deep understanding of theory and function, as well as experience diagnosing the following: engine mechanical, engine runnability, fuel system, intake and exhaust, suspension, driveline, transmission, electrical, A/C, and other related systems as required.
  • Vast experience and knowledge of electrical theory, electrical component functions, and electrical diagnostics using multimeters and other diagnostic tools as required
  • Proficient in Microsoft Office applications: Word, Excel, SharePoint
  • Excellent written and verbal communication skills; ability to articulate thoughts, ideas and technical terminology
  • Efficient and accurate typing skills


Soft Skills:

  • Detail-oriented
  • Ability to methodically evaluate complex situations and provide recommendations for resolution
  • Ability to stay composed and confident in high pressure situations
  • Teamwork - work collaboratively with both internal and external team members
  • Strong problem-solving skills
  • Ability to stay positive and empathetic in challenging situations and conversations


Preferred:

  • Three to five years of dealer or customer service experience
  • Powersports Industry Knowledge
  • Polaris product knowledge
  • An understanding, appreciation and passion for Polaris products


WORKING CONDITIONS:

  • Fast-paced office environment.
  • Hybrid work-schedule. Minimum 3 days in office on non-travel periods if based in the MN metro area.
  • Successful candidates will be capable and comfortable providing diagnostic support via phone and case support. Approximately 80% of your time will be spent providing support from your office.
  • Mixed office and shop environment.
  • Reliable transportation and valid driver's license required.


We are an ambitious, resourceful, and driven workforce, which empowers us to THINK OUTSIDE. Apply today

At Polaris we put our employees first, by offering a holistic approach to their health and financial wellbeing. Polaris is proud to offer competitive compensation, including a market-leading profit-sharing plan that is fundamental to our pay-for-performance culture. At Polaris, employees are owners of the company through company contributions to our Employee Stock Ownership Plan and discounted employee stock purchases plan. Employees receive a generous matching contribution to 401(k), financial wellness education and consultation to plan for their financial future. In addition to competitive pay, Polaris provides a comprehensive suite of benefits, including health, dental, and vision insurance, wellness programs, paid time off, gym & personal training reimbursement, life insurance and disability offerings. Through the Polaris Foundation and our Polaris Gives paid volunteer time off, we support employees who actively volunteer their time, efforts, and passions to improve the health and wellbeing of the communities in which they live, play and work. Employees at Polaris drive our success and are rewarded for their commitment.

About Polaris

As the global leader in powersports, Polaris Inc. (NYSE: PII) pioneers product breakthroughs and enriching experiences and services that have invited people to discover the joy of being outdoors since our founding in 1954. Polaris' high-quality product line-up includes the Polaris RANGER®, RZR® and Polaris GENERAL™ side-by-side off-road vehicles; Sportsman® all-terrain off-road vehicles; military and commercial off-road vehicles; snowmobiles; Indian Motorcycle® mid-size and heavyweight motorcycles; Slingshot® moto-roadsters; Aixam quadricycles; Goupil electric vehicles; and pontoon and deck boats, including industry-leading Bennington pontoons. Polaris enhances the riding experience with a robust portfolio of parts, garments, and accessories. Proudly headquartered in Minnesota, Polaris serves more than 100 countries across the globe. www.polaris.com

EEO Statement

Polaris is an Equal Opportunity Employer and will make all employment-related decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, marital status, familial status, status with regard to public assistance, membership or activity in a local commission, protected veteran status, or any other status protected by applicable law.

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