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Technical Service Advisor

Employer
Great Northern Equipment Distributing, Inc
Location
Rogers
Salary
Competitive

View more

Industry
General
Role
Mechanic/Technician
Job Type
Long-Term
Hours
Full Time

Who We Are: Great Northern Equipment Distributing, Inc. manufactures and distributes top-quality equipment that you can trust and count on at an exceptional value. We provide quality products and trusted brands to the hardware, lawn & garden, rental, agriculture and power equipment industries. We continue to strategically partner ourselves with quality products, and incorporate smart business solutions that we can utilize across our business to provide our customers exceptional value.

Why Choose GNE?

  • Industry leading benefits
  • Excellent work/life balance
  • See what we're all about here:

Basic Function: Provide day-to-day support of key technical and product support functions of GNE including technical support, warranty coordination, training and development of internal associates and external vendors/partners through Honda's 'My Honda Training' program and more. Sources servicing dealers and develops/maintains network to support service on OEM and GNE owned/distributed brands.

Essential Functions:

Technical Support:

  • Fields customer calls/email/inquiries regarding engines and power equipment.
  • Provides technical and service support to dealer networks, OEMs, and end users.
  • Investigates product failures at the Dealer, OEM and Customer levels.

Warranty Coordination:

  • Serves as first point of contact.
  • Approves claims and coordinates filing/processing.
  • GNE Products manufacturing database administration.
  • Contributes to monthly reporting metrics for warranty activity.
  • Coordinates movement and disposition of any necessary returned material and/or products.
  • Sources and develops servicing dealers to support OEM and GNE owned/distributed brands.

Training & Updates:

  • Contributes to the development and training of the My Honda Training program at GNE.
  • Attends Vendor or industry training where applicable.
  • Contributes to the development and communication of service bulletins and product recall for all brands.
  • Provides technical support training to other department staff where applicable.

Scratch & Dent, Demo and Returned product:

  • Lead evaluation of scratch & dent inventory to establish value.
  • Performs repairs of products and/or coordinates repair with 3 rd party service.
  • Coordinate repairs/upkeep on demo inventory to maximize resale value.
  • Tracks all returns necessary, suggests corrective measures based on results.

Qualifications and Experience:

Required

  • High school diploma or equivalent.
  • 2-3 years in similar technical service / support position.
  • Minimum of 1 year of phone support in a customer service/support role.
  • Strong engine / mechanical aptitude.
  • Very strong analytical and organizational skills.
  • Solid PC skills with MS Office.
  • Strong people skills with ability to relate to customer's needs and concerns while still being able to accomplish the Company's goals.
  • In-depth knowledge and hands on experience with small engines, power equipment, contractor and construction equipment.
  • Ability to follow up and execute plans is a must!
  • Speak, write, and read fluent English.

Preferred

  • Associates of Arts technical degree.
  • Warranty processing experience.
  • Experience with a service request/ticketing software. Spiceworks experience is a plus.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Frequently required to sit, use hands to handle objects, talk and hear.
  • Ability to stand, walk, and bend.
  • Frequent wrist and/or hand movement is required.
  • Ability to lift /move up to 50 lbs. occasionally.
  • Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Travel: Overnight travel 2-3 times per year for vendor/industry training may be required.



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