Performs technical service functions in the field including technical problem solving for external customers and conducts training and educational programs for internal and external customers.
Acts as subject matter expert in responding to and resolving a variety of product, service requests, questions and concerns of moderate complexity via telephone, mail, and in person.
Investigates and troubleshoots matters concerning repairs or procedures to correct problems associated with electrical or mechanical systems.
Conducts research and investigations to determine validity of warranty claims and may make warranty policy adjustments as required.
Communicates with both internal and external partners in order to resolve inquiries.
Assists with locating various product parts in critical situations that require expedient resolution.
Provides guidance and training to internal customer service representatives and other staff and external customers.
Maintains and continuously improves knowledge of principles, practices and procedures regarding company products and equipment for unique situations that require new and creative solutions.
Enters customer contact details into Customer Relationship Management software.
Performs other duties as assigned
Job Skills Requirements
Good written and verbal communication skills
Strong negotiation and problem resolution skills
Strong interpersonal skills to deal effectively and efficiently with diverse groups of people in a dynamic environment
Proficient computer skills
Strong mechanical aptitude and technical knowledge specific to Company products
Excellent customer service skills
Strong ability to convey technical information to customers and dealers in an easy to understand manner
Fluent in English and primary language used in area of responsibility and / or location
General Education Degree in Technical Field
Minimum of three years of experience in a troubleshooting and repair capacity
Engine powered product service industry experience preferred
Customer or technical support experience
Physical & Environmental Requirements
Briggs & Stratton Corporation, headquartered in Milwaukee, Wisconsin, is the world’s largest producer of gasoline engines for outdoor power equipment.
Its wholly owned subsidiaries include North America’s number one marketer of pressure washers, and it is a leading designer, manufacturer and marketer of power generation, lawn and garden, turf care and job site products through its Briggs & Stratton®, Simplicity®, Snapper®, Snapper Pro® Ferris®, PowerBoss®, Allmand™, Billy Goat®, Murray®, Branco® and Victa® brands.
Briggs & Stratton products are designed, manufactured, marketed and serviced in over 100 countries on six continents.