Rep, Technical Service - Bilingual (French & English)

Polaris; Winnipeg; Hybrid; CAD 100,000 - 125,000; Full time

Job summary

A leading powersports company is looking for Technical Service Representatives in Winnipeg. The role involves providing technical case management, troubleshooting vehicle issues, and ensuring exceptional service to dealers and customers. Candidates should have a background in engineering and a passion for powersports. A hybrid work schedule is offered, with competitive compensation and benefits.

Benefits

Competitive salary

401(k) matching

Health, dental, and vision insurance

Paid volunteer time off

Gym reimbursement

Qualifications

• Experience diagnosing engine mechanical and electrical systems.
• Excellent written and verbal communication skills.
• Three to five years of dealer or customer service experience preferred.

Responsibilities

• Provide technical case support to dealership technicians.
• Manage diagnostic cases through structured processes.
• Document dealer and customer interactions meticulously.

Skills

Diagnostic problem-solving

Technical communication

Teamwork

Detail-oriented

Customer service

Education

Bachelor’s degree in engineering or related field

Tools

Microsoft Office (Word, Excel, SharePoint)

Diagnostic tools (multimeters)

Job description

Overview

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.

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 preferred 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 or Wyoming 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.

The starting pay range for Minnesota is $26.44 to $35.10 per hour, plus eligibility for overtime. Individual pay and positioning within the range are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills, and geography. While individual pay could fall anywhere in the range based on these factors, it is not common to start at the high end or top of the range.

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

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 generousmatching 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.