Address and resolve moderately complex customer inquiries, service requests, and product concerns related to small engines and outdoor power equipment via phone, email, and in person.

Investigate and troubleshoot matters concerning repairs or procedures to correct problems associated with electrical or mechanical systems.

Conduct research and investigations to determine validity of warranty claims and may make warranty policy adjustments as required.

Communicate with both internal and external partners in order to resolve inquiries.

Assist with locating various product parts in critical situations that require expedient resolution.

Provide guidance and training to internal customer service representatives and other staff and external customers.

Maintain and continuously improve knowledge of principles, practices and procedures regarding company products and equipment for unique situations that require new and creative solutions.

Enter customer contact details into Customer Relationship Management software.

You have a general education degree in a Technical Field with minimum 3 years proven work experience in a troubleshooting and repair capacity.

You have customer or technical support experience in an OEM environment, preferably in an engine powered product service industry; i.e. off-highway machinery sectors.

You are fluent in English and German, with additional European languages (especially French) being an advantage.

You have strong mechanical aptitude and technical knowledge specific to company products. Proficiency in reading technical drawings, schematics, and service manuals. 

You have good written and verbal communication skills.

You have strong negotiation and problem resolution skills.

You have proficient computer skills including familiarity with diagnostic software and tools. 

You show a great willingness to get the job done yet have an attention to detail.

You enjoy working and collaborating cross-functionally in an international and fast paced dynamic environment.