Technical Support Specialist II

2 weeks ago


Charlotte, North Carolina, United States Husqvarna Group Full time

Position Overview: Technical Product Specialist Level 2 at Husqvarna Group

The Technical Product Specialist Level 2 plays a crucial role in delivering technical guidance, repair expertise, and troubleshooting support for all products under the Husqvarna Group umbrella. This position primarily focuses on offering technical assistance to distributors, dealers, national accounts, and customers facing escalated issues.

Key Responsibilities:

  • Address technical inquiries from distributors, dealers, national accounts, and consumer escalations through various communication methods.
  • Efficiently manage and resolve cases in accordance with departmental performance metrics.
  • Diagnose and troubleshoot individual cases to provide effective support and solutions.
  • Accurately document case details and actions taken.
  • Deliver clear recommendations for product repairs, replacements, or policy modifications.
  • Provide insights to facilitate product enhancements and minimize warranty expenses.
  • Assist dealers and internal teams with warranty processing and technical inquiries.
  • Effectively communicate escalated and unresolved technical issues to senior representatives.
  • Perform general customer service functions such as order processing and parts inquiries.

Qualifications (Education and Experience):

  • High school diploma or GED is required.
  • 1-3 years of experience in engine or mechanical fields, with at least 1 year at Husqvarna.
  • Familiarity with electronic parts lookup systems and technical information resources.
  • Training and certifications from Husqvarna University and product-specific training are preferred.
  • Experience in related Outdoor Power Equipment service support roles is advantageous.
  • A technical vocational degree in engine technologies or Outdoor Power Equipment servicing is desirable.
  • Experience in a contact center environment is beneficial.

Skills and Competencies (Knowledge, Skills, Abilities):

Essential:

  • In-depth knowledge of Outdoor Power Products and their applications.
  • Excellent verbal and interpersonal communication abilities.
  • Proficient in navigating computer systems and possessing strong organizational skills.
  • Basic proficiency in MS Office applications.
  • Ability to effectively manage multiple tasks simultaneously.
  • Strong customer service skills and conflict resolution capabilities.
  • Physical requirements include occasional duties in a repair shop and operation of turf care machinery.


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