[Hiring] Product Support Specialist @AriensCo

Role Description

AriensCo is looking for a Product Support Specialist to work with end users, landscape professionals, dealerships, and retailers by resolving entry- to moderate-level product-related issues. This role also coordinates goodwill solutions, including parts discounts, no-charge parts orders, and repair reimbursements through check requests or no-charge parts in lieu of reimbursement.

This position requires strong computer, documentation, technical product knowledge, and communication skills. The individual must be comfortable working across multiple systems and departments to research and resolve customer needs. Ongoing product education and training are also essential to maintain current knowledge of our products and provide accurate, effective support.

THE DAY TO DAY...

• Create and maintain content related to standard work and internal Knowledge Base
• Advanced product part fitment and identification (Parts Smart, PDF, Legacy, old gravely)
• Parts Order Entry
• Basic support for consumer product issues including facilitating customer experience with the supporting dealer
• Support dealer product issues, troubleshooting, general product questions, diagnostics (limited), warranty approval including goodwill, and systems process knowledge
• Lead and/or support identified product resource improvements included but not limited to parts manuals, owner’s manual and service documents
• Assist in Consumer product selection inquiries
• Handle to conclusion dealer, retailer and consumer general supporting questions
• Answer dealer, retailer and consumer questions including warranty statement clarification, claim processing, pre-Authorization, and policy adjustments
• Create parts manuals from Tech Pubs documents in DMRT
• Create fast moving parts and accessory IPL in DMRT
• Create Hydro-Gear and other model IPL’s not supported by Tech Pubs
• Create knowledge base answer to be submitted to the Technical Support group for both internal and external publication
• Create awareness to both leadership and the MT group related to early indication of product issues brought forth by dealers and consumers
• Assist and provide technical and product knowledge and support to other customer service teams
• Handle entry level and moderate consumer escalations to resolve product, dealer/retailer issues
• Other duties and projects as assigned

Qualifications

• High School Diploma required; Associate's Degree preferred
• Minimum of 5 years of customer service experience
• Experience with Microsoft Office Suite and CRM platforms
• Strong communication and customer service skills
• Attention to detail and ability to follow processes
• Comfort with systems and technology
• Ability to manage challenging customer situations
• Experience with systems and cross-functional coordination
• Familiarity of all product publications not limited to service manuals, owners manuals, parts manuals, service notifications
• Applicants must be authorized to work in the U.S. without requiring sponsorship now or in the future

Benefits

• Medical, Dental, Vision Insurance effective first day of employment
• Dependent Care Flexible Spending Account (FSA) plan
• 401(k) match and profit-sharing plans
• Life Insurance
• Health Savings Accounts (HSA)
• Short Term Disability
• Parental Leave
• Onsite Marketplace Care Partners at all locations
• Paid holidays
• Employee Assistance Program
• Tuition Reimbursement and Apprenticeship Programs
• Safety shoes and safety prescription glasses reimbursement
• Employee Product Purchase Program
• 50% Daycare discount **Brillion Early Learning Center
• 10% tuition discount at KinderCare Learning Centers nationwide **Excludes Brillion Early Learning Center
• Onsite health clinic with Bellin Health **Brillion Campus Only
• Nearsite & Urgent Care Clinic Options **Brillion Campus Only