Rep, Technical Service - Bilingual (French & English)

Polaris Inc.; Winnipeg; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

Polaris Inc. is seeking a Bilingual Technical Service Representative to deliver exceptional case management and service experiences. This role involves diagnosing vehicle issues, managing cases, and collaborating with dealership technicians to enhance customer satisfaction. Ideal candidates possess a technical background and strong communication skills, with a passion for the powersports industry.

Benefits

Competitive compensation

Profit-sharing

Employee stock ownership

401(k) matching

Health benefits

Wellness programs

Paid time off

Community involvement opportunities

Qualifications

• Bachelor’s degree in engineering or related technical field, or substantial equivalent experience.
• 3-5 years dealer or customer service experience preferred.
• Deep understanding of engine, fuel, suspension, driveline, electrical systems.

Responsibilities

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

Skills

Communication

Problem Solving

Technical Proficiency

Attention to Detail

Education

Bachelor’s degree in engineering or related technical field

Tools

Microsoft Office

Job description

Rep, Technical Service - Bilingual (French & English)

2 weeks ago Be among the first 25 applicants

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) deliver 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, assisting dealers with vehicle diagnostics and troubleshooting, and evaluating warranty and goodwill coverage requests. TSRs resolve technical vehicle issues, make business and financial decisions to enhance brand loyalty, and utilize problem analysis, technical proficiency, critical thinking, and clear communication.

Essential Duties & Responsibilities

• Provide technical case support to dealership technicians, including diagnostics and goodwill coverage requests.
• Solve and close cases efficiently through effective case management.
• Manage diagnostic cases by verifying complaints, identifying symptoms, analyzing issues, implementing fixes, and testing resolutions.
• Handle warranty authorization cases, determining root causes, eligibility, component coverage, and labor accuracy.
• Collaborate with internal teams to assist dealership technicians in resolving diagnostic cases promptly.
• Use technical expertise and customer-centric approach to make business decisions that boost brand loyalty and provide exceptional service.
• Conduct flat rate time studies and review warranty flat rate manuals.
• Support development and review of service manuals, videos, and technical training materials; serve as internal subject matter expert.
• Assist the Owner Connections team in enhancing customer satisfaction through technical explanations, coverage evaluations, and clear communication.
• Document dealer and customer interactions meticulously across all communication channels.

Skills & Knowledge

Hard Skills:

• Bachelor’s degree in engineering or related technical field, or substantial equivalent experience.
• Deep understanding of engine, fuel, suspension, driveline, electrical, A/C systems, and diagnostics.
• Knowledge of electrical theory, components, and diagnostics with tools like multimeters.
• Proficient in Microsoft Office (Word, Excel, SharePoint).
• Excellent written and verbal communication skills.
• Efficient and accurate typing skills.

Soft Skills:

• Detail-oriented and methodical in evaluating complex situations.
• Composed and confident under pressure.
• Collaborative team player.
• Strong problem-solving skills.
• Empathetic and positive in challenging interactions.

Preferred Qualifications

• 3-5 years dealer or customer service experience.
• Powersports Industry Knowledge.
• Familiarity with Polaris products.
• Passion for Polaris and its products.

Working Conditions

• Fast-paced office environment with hybrid schedule (minimum 3 days in Winnipeg office).
• Support diagnostic work primarily via phone and case support, mostly from the office.
• Mixed office and shop environment.
• Reliable transportation and valid driver’s license required.

Former employees must be eligible for rehire; current employees must be in good standing.

We are an ambitious, resourceful workforce that empowers us to THINK OUTSIDE. Apply today!

Polaris offers competitive compensation, profit-sharing, employee stock ownership, 401(k) matching, health benefits, wellness programs, paid time off, and community involvement opportunities.

About Polaris

Since 1954, Polaris has been a leader in powersports, offering products like off-road vehicles, motorcycles, boats, and more. Headquartered in Minnesota, Polaris serves over 100 countries.

EEO Statement

Polaris is an Equal Opportunity Employer. We make employment decisions free from discrimination. Applicants needing accommodation should contact Human Resources.