Technical Support Specialist

3 weeks ago

Mankato, Minnesota, United States Johnson Outdoors Full time

Job Summary:

This is a Technical Support Representative position on-site in our Mankato, Minnesota office. As a Technical Support Representative, you will be responsible for providing pre-sale and post-sale support to consumers and retail channel partners in the form of product selection, pricing, and trouble-shooting advice.

Key Responsibilities:

  • Educate effectively with our customers and promote self-serve options.
  • Provide product selection based upon their boat size and features, pricing, and trouble-shooting advice to install, repair product or direct them to an Authorized Service Provider.
  • Enter orders for replacement parts, repair authorizations, facilitate return process during or after the warranty period.
  • Document the interaction in the appropriate computer application to help drive continuous improvements in process and product quality.
  • Communicate trending topics to Leads regarding Product integrity and Brand integrity.
  • Maintain and monitor personal performance metrics to ensure department KPI's (key performance indicators) are met.

Requirements:

  • A high school diploma or equivalent is required.
  • A minimum of 1 year of experience in a technical customer support role and 2 years of overall customer service experience.
  • Technical/Mechanical aptitude which may include boat rigging requirements, battery power knowledge, boat safety and compliance, knowledge of watercrafts, and how this is used with our products.
  • Excellent verbal and written communication skills to effectively work with a variety of individuals, identify and solve problems and make product recommendations.
  • General knowledge of the Microsoft Office (Word, Excel, Outlook) or similar products and the ability to easily learn software applications and strong typing abilities.

What We Offer:

  • Competitive base salary with additional earning potential through participation in the annual discretionary cash profit sharing program, eligibility for annual pay increases, and employee stock purchase plans.
  • Generous discounts on our products.
  • Find work/life balance with generous Paid Time Off and holiday benefits, a full benefits package, and broad range of employee support and fitness and wellness plans.
  • Further your career with performance development and training opportunities, which allows for advancement.
  • Plan for your future with our 401(k) with company match and deferred retirement contributions, Sons & Daughters Scholarship program, Life and Long Term Disability insurance, employee stock purchase plan, and more.

Equal Opportunity Employer:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

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