Customer Service

3 hours ago

Boise, Idaho, United States Arrowhead Engineered Products Full time
Summary: The Technical Product Specialist provides expert-level technical support and product expertise across a diverse portfolio of powersports product lines. This highly specialized role requires a deep understanding of mechanical principles, diagnostic proficiency, and the ability to analyze complex technical inquiries related to product application, fitment, installation, and performance. The specialist serves as a critical liaison, facilitating effective communication and problem resolution between end-users, internal teams, and external vendors.
 
Duties:
Advanced Technical Product Support:

Deliver accurate solutions to complex technical assistance from customers, customer service, and sales teams
Address inquiries regarding specifications, applications, fitment, and installation procedures

Specialized Fitment Analysis:

Conduct thorough product fitment reviews based on customer vehicle configurations
Recommend suitable or alternative products based on performance needs
Report fitment inconsistencies to Product Managers to support catalog improvements

Technical Liaison and Problem Resolution:

Act as a central technical liaison between end-users, vendors, Product Line Managers and Warranty and Returns team

Claims and Warranty Support:

Investigate and resolve product issues, including mispack/mislabel errors
Collaborate with warehouse teams and Product Managers to determine replacement strategies and gather data for vendor improvements
Review and authorize warranty claims for HardDrive and Sedona/Raceline products, applying failure analysis and warranty guidelines

Custom Configuration & Special Orders:

Design and configure custom wheel and tire kits based on customer specs
Assign new part numbers as needed
Communicate with warehouse teams to ensure accurate kit assembly
Process unique or non-standard product orders, including replacements

Vendor Warranty Fund Management:

Manage and reconcile vendor warranty fund accounts (e.g., SP1, System 3)
Ensure compliance with vendor-specific warranty policies

Other Duties:

Perform other duties assigned to support the technical expertise and operational efficiency of the department

Education and Qualifications: 

High school diploma or GED
3+ years of hands-on mechanical experience with power sports or automotive vehicles
3+ years in a technical support or service-related role within the powersports/motorcycle/automotive industry
Bachelor's degree preferred
Certifications from UTI/MMI or equivalent technical training programs preferred.

Physical Demands: 
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk through warehouse environment; use hands to finger, handle or feel; and reach with hands and arms; carry up to 50lbs. The employee may be required to sit for prolonged periods.
 
Working Conditions: 
Heated and air-conditioned office and/or warehouse environment.

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