Tech Support

• Provides assistance and technical/mechanical support to customers that are experiencing issues.
• Communicate directly with customers via phone or email in a professional and timely manner.
• Log all communication with customers in Activity section of SAP.
• Trouble shoot failures using mechanical questions and diagnosis flow to resolve customer issues.
• Understanding of SAP Service Module functionality
• Keep detailed records of customer interactions, transactions and record details of inquiries, comments and complaints in SAP.
• Process warranty claims received from customers; requesting items needed to complete timely.
• Escalate any customer complaints or inquiries as needed to Tech support team members.
• Create Service Call and assign to Tech Queue from email or dealer portal daily.
• Call service centers within a specific territory/area to set them up as preferred centers for Hisun customers, adding 10 new service centers per quarter.
• Send contracts and business applications to prospective Service Centers and follow up with each service center to ensure they send back contracts and supporting documents.
• Keep records of customer interactions and transactions, and record details of inquiries, comments, and complaints.
• Communicate and coordinate with internal departments and follow up on customer interactions to ensure timely completion.
• Report any customer complaints or inquiries that you are not trained or knowledgeable to handle.
• Work with the customer service department and technical support to make certain the service center’s orders and warranty claims are processed in a timely manner.
• Maintains and keeps current the service library manuals, bulletins, and trip schedules.
• Contacting customers to survey how the quality of work was performed for services rendered.
• Assists sales personnel with issues that arise in the field.
• Assists sales personnel with customer contacts regarding sales and outside service sales.
• Conducts regular field service meetings via teams.
• Communicates changes in service/warranty policies and procedures to ensure all employees have the appropriate information they need to successfully perform their roles and responsibilities.
• Process warranty claims received from customers; requesting items needed to complete timely.
• Escalate any customer complaints or inquiries as needed to Tech support team members.

Requirements

• General knowledge of customer service principles and practices
• Relevant computer knowledge of SAP and Microsoft software systems
• Must successfully work individually and as part of a team.
• Communication skills, both verbal and written along with listening and problem-solving skills.
• Power sports, ATV or UTV knowledge is a plus.

Goals

• Return missed calls, voice mail & emails within 4 hours.
• Transfer of Service Call Status from Tech Queue to Open (In Review) within 12 hours
• Process of Service Call from Open (In Review) to Closed within 10 business days.