Product Support Representative

This is a fully remote position, open to applicants in Wisconsin.

📋 Description

• Collaborate with end users, landscape professionals, dealerships, and retailers to address entry- to moderate-level product-related inquiries.

• Organize goodwill solutions, which may include parts discounts, complimentary parts orders, and repair reimbursements.

• Develop and maintain standard operating procedures and content for the internal Knowledge Base.

• Conduct advanced product part fitment and identification utilizing Parts Smart, PDFs, Legacy, and outdated Gravely resources.

• Process parts orders.

• Offer basic support for consumer product issues and enhance customer experiences with assisting dealers.

• Address dealer product concerns, troubleshooting, general product inquiries, limited diagnostics, warranty approvals, goodwill, and system processes.

• Lead or assist in improving product resources, including parts manuals, owner's manuals, and service documents.

• Support queries related to consumer product selection.

• Resolve questions from dealers, retailers, and consumers through to conclusion.

• Provide information regarding warranty statements, claim processing, pre-authorization, and policy modifications.

• Generate parts manuals from Tech Pubs documents in DMRT.

• Create fast-moving parts and accessory IPLs in DMRT.

• Develop Hydro-Gear and other model IPLs not addressed by Tech Pubs.

• Formulate Knowledge Base responses for both internal and external publication.

• Raise awareness with leadership and the MT group regarding early signs of product issues.

• Offer technical and product knowledge support to other customer service teams.

• Manage entry-level and moderate consumer escalations related to product and dealer/retailer concerns.

• Undertake other duties and projects as assigned.

⛳️ Requirements

• High School Diploma is required; an Associate's Degree is preferred.

• Minimum of 5 years of experience in customer service.

• Proficient in Microsoft Office Suite and CRM platforms.

• Excellent communication and customer service abilities.

• Strong attention to detail with the capability to adhere to processes.

• Comfortable with systems and technology.

• Ability to manage challenging customer interactions effectively.

• Experience in systems and cross-functional coordination.

• Familiarity with all product publications, including but not limited to service manuals, owner manuals, parts manuals, and service notifications.

• Applicants must be authorized to work in the U.S. without requiring sponsorship at any time now or in the future.

🏝️ Benefits

• Medical, Dental, Vision Insurance effective from the 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 available at all locations.

• Paid holidays.

• Employee Assistance Program.

• Tuition Reimbursement and Apprenticeship Programs.

• Reimbursement for safety shoes and safety prescription glasses.

• Employee Product Purchase Program.

• 50% daycare discount at 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).

• Continuous training and advancement opportunities.