Rep, Technical Service - Bilingual (French & English)

Polaris; Winnipeg; Hybrid; CAD 50,000 - 80,000; Full time

Job summary

An established industry player seeks a Technical Service Representative to deliver exceptional support to dealers and customers. This role involves managing complex vehicle diagnostics, ensuring swift resolution of cases, and enhancing brand loyalty through outstanding service. The ideal candidate will leverage their technical expertise and problem-solving skills in a dynamic, hybrid work environment. Join a team that values collaboration and innovation, and contribute to creating remarkable experiences for customers in the powersports industry.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Paid Time Off

401(k) Matching

Profit-sharing Plan

Gym Reimbursement

Employee Stock Ownership Plan

Volunteer Time Off

Qualifications

• Bachelor's degree in engineering or equivalent technical experience required.
• Deep understanding of vehicle diagnostics and electrical systems.

Responsibilities

• Provide technical case support to dealership technicians.
• Manage and resolve diagnostic cases efficiently.
• Document dealer and customer interactions meticulously.

Skills

Technical Problem Resolution

Diagnostic Skills

Communication Skills

Microsoft Office

Detail-oriented

Teamwork

Problem-solving

Education

Bachelor’s Degree in Engineering

Equivalent Technical Experience

Tools

Multimeters

Diagnostic Tools

Job description

**At Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE.**

**JOB SUMMARY:**

Polaris Technical Service Representatives (TSRs) are tasked with delivering industry-leading case management and service experiences for Polaris dealers and customers through effective technical problem resolution. This role involves managing cases of varying complexity and type, assisting dealers with vehicle diagnostics and troubleshooting, and evaluating warranty and goodwill coverage requests. This highly impactful position is dedicated to resolving technical vehicle issues and making business and financial decisions that enhance brand loyalty while providing world-class service. TSRs utilize problem analysis, technical proficiency, critical thinking, and clear communication to resolve vehicle cases.

**ESSENTIAL DUTIES & RESPONSIBILITIES:**

+ Provide technical case support to dealership technicians. Vehicle case management will include diagnostics and goodwill coverage requests.

+ TSRs will be responsible for solving and closing cases in short periods of time through effective case management.

+ Manage diagnostic cases by following a comprehensive process: verify the complaint, identify related symptoms, analyze and isolate the issue, implement the fix, and test to ensure resolution.

+ TSRs will be responsible for warranty authorization cases, including but not limited to determining root cause, warranty eligibility, component coverage and labor accuracy.

+ Use experience, knowledge, and collaboration with internal teams to assist dealership technicians to promptly resolve diagnostic cases.

+ Leverage your understanding of customers and dealers, along with your technical expertise and customer-centric approach, to make financial and business decisions that boost brand loyalty. Provide exceptional customer service to both dealers and customers.

+ Conduct flat rate time studies and review warranty flat rate manuals.

+ Assist in the development, review and feedback for service manuals, videos, team tips, diagnostic processes, or technical training materials. TSRs will be used as an internal subject matter expert on vehicle diagnostics and service for assigned vehicle platforms or systems.

+ Support the Owner Connections team in enhancing customer satisfaction and loyalty by offering technical explanations and coaching, evaluating customer-specific coverage, and ensuring clear communication between the dealer, customer, and Polaris.

+ Meticulously document dealer and customer interactions by taking detailed notes across all communication methods.

**SKILLS & KNOWLEDGE:**

**Hard Skills:**

+ Bachelor’s degree in engineering or other related technical major, or substantial equivalent technical experience in related work or field

+ A deep understanding of theory and function, as well as experience diagnosing the following: engine mechanical, engine runnability, fuel system, intake and exhaust, suspension, driveline, transmission, electrical, A/C, and other related systems as required.

+ Vast experience and knowledge of electrical theory, electrical component functions, and electrical diagnostics using multimeters and other diagnostic tools as required

+ Proficient in Microsoft Office applications: Word, Excel, SharePoint

+ Excellent written and verbal communication skills; ability to articulate thoughts, ideas and technical terminology

+ Efficient and accurate typing skills

**Soft Skills:**

+ Detail-oriented

+ Ability to methodically evaluate complex situations and provide recommendations for resolution

+ Ability to stay composed and confident in high pressure situations

+ Teamwork – work collaboratively with both internal and external team members

+ Strong problem-solving skills

+ Ability to stay positive and empathetic in challenging situations and conversations

**Preferred:**

+ Three to five years of dealer or customer service experience

+ Powersports Industry Knowledge

+ Polaris product knowledge

+ An understanding, appreciation and passion for Polaris products

**WORKING CONDITIONS**

+ Fast-paced office environment.

+ Hybrid work-schedule. Minimum 3 days in office on non-travel periods if based in the Winnipeg metro area.

+ Successful candidates will be capable and comfortable providing diagnostic support via phone and case support. Approximately 80% of your time will be spent providing support from your office.

+ Mixed office and shop environment.

+ Reliable transportation and valid driver’s license required.

\#LI-NT1

To qualify for this position, former employees must be eligible for rehire, and current employees must be in good standing.

_We are an ambitious, resourceful, and driven workforce, which empowers us to THINK OUTSIDE._ _Apply today!_

At Polaris we put our employees first, by offering a holistic approach to their health and financial wellbeing. Polaris is proud to offer competitive compensation, including a market-leading profit-sharing plan that is fundamental to our pay-for-performance culture. At Polaris, employees are owners of the company through company contributions to our Employee Stock Ownership Plan and discounted employee stock purchases plan. Employees receive a generous matching contribution to 401(k), financial wellness education and consultation to plan for their financial future. In addition to competitive pay, Polaris provides a comprehensive suite of benefits, including health, dental, and vision insurance, wellness programs, paid time off, gym & personal training reimbursement, life insurance and disability offerings. Through the Polaris Foundation and our Polaris Gives paid volunteer time off, we support employees who actively volunteer their time, efforts, and passions to improve the health and wellbeing of the communities in which they live, play and work. Employees at Polaris drive our success and are rewarded for their commitment.

**About Polaris**

As the global leader in powersports, Polaris Inc. (NYSE: PII) pioneers product breakthroughs and enriching experiences and services that have invited people to discover the joy of being outdoors since our founding in 1954. Polaris' high-quality product line-up includes the Polaris RANGER, RZR and Polaris GENERAL side-by-side off-road vehicles; Sportsman all-terrain off-road vehicles; military and commercial off-road vehicles; snowmobiles; Indian Motorcycle mid-size and heavyweight motorcycles; Slingshot moto-roadsters; Aixam quadricycles; Goupil electric vehicles; and pontoon and deck boats, including industry-leading Bennington pontoons. Polaris enhances the riding experience with a robust portfolio of parts, garments, and accessories. Proudly headquartered in Minnesota, Polaris serves more than 100 countries across the globe. www.polaris.com (https://www.polaris.com/en-us/)

**EEO Statement**

_Polaris Inc. is an Equal Opportunity Employer and will make all employment-related decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, marital status, familial status, status with regard to public assistance, membership or activity in a local commission, protected veteran status, or any other status protected by applicable law. Applicants with a disability that are in need of an accommodation to complete the application process, or otherwise need assistance or an accommodation in the recruiting process, should contact Human Resources at 800-765-2747 or_ [e-mail]_ _. To read more about employment discrimination protection under U.S. federal law, see:_ _Know Your Rights: Workplace Discrimination is Illegal (eeoc.gov)_ .

At Polaris, the need for diverse perspectives and experiences enables our vision of Best People, Best Team. We value our differences and align our passions to do great work. As a highly efficient growth company, we are driven to be agile and adaptable to support our customers. At Polaris we unite to create memorable adventures. Learn more at

http://www.polaris.com/careers