Small Engine Technical Service Representative - Bilingual (French)

Husqvarna Group; Calgary; On-site; CAD 55,000 - 75,000; Full time

Job summary

A leading outdoor power equipment company is seeking a Technical Product Specialist Level 2 in Calgary, Canada. This role involves providing technical support and troubleshooting for products, requiring bilingual proficiency in French and English, with 1-3 years of mechanical experience. Ideal candidates are skilled in customer service and familiar with outdoor power products. Competitive compensation and opportunities for professional growth are offered.

Qualifications

• Minimum 1-3 years of engine or mechanical experience.
• Experience servicing Outdoor Power Equipment.
• Exceptional knowledge of Outdoor Power Products.

Responsibilities

• Respond to technical questions from customers via multiple channels.
• Troubleshoot and evaluate case information to provide repair support.
• Record details of cases in the CRM.

Skills

Bilingual in French and English

Customer service skills

Ability to troubleshoot and diagnose issues

Knowledge of Outdoor Power Products

Computer navigational skills

Education

High school graduate or GED

2 year technical/vocational degree in related engine technologies

Tools

MS Office (Word, Excel, Outlook)

Electronic parts lookup systems

Job description

Overview

The Technical Product Specialist level 2 is responsible for providing technical information, technical repair knowledge, and technical troubleshooting for Husqvarna Group products at a level 2 agent. The primary responsibility is to provide technical product support to distributors, dealers, national accounts and customers (end-user escalations).

Responsibilities

• Respond to Husqvarna technical questions from internal and external customers (distributors, dealers, national accounts and consumer escalations) via telephone, email, chat, or customer-generated incidents into the CRM (Customer Relations Management System).
• Remain logged in to systems and process received or assigned cases using phone, chat, email, CRM, Web Warranty and written correspondence daily within department metrics.
• Troubleshoot, diagnose and evaluate case information to provide repair support and determine if an issue is warrantable.
• Provide policy adjustments and goodwill warranty where applicable.
• Record details of cases in the CRM, including actions taken.
• Provide clear solutions for product repair, replacement or policy adjustment.
• Provide input to manufacturing and engineering departments with field information to enhance product improvements and warranty cost reductions.
• Assist dealers with warranty processing and analysis of questionable component failure.
• Effectively communicate escalations to TSR3 representatives.
• Effectively communicate unresolved technical incidents to TSR1 / TSR3 representatives for a solution.
• Provide general customer service functions as required (e.g., placing orders, parts look-up, pricing inquiries).

Qualifications (Education and Experience)

• Minimum high school graduate or GED.
• French and English bilingual required.
• 1-3 years of engine or mechanical experience.
• 2 year technical/vocational degree in related engine technologies and/or servicing Outdoor Power Equipment experience.
• Experienced with electronic parts lookup systems and electronic technical information environments.
• Exceptional knowledge of Outdoor Power Products and applications.
• Excellent oral and interpersonal skills. Ability to verbally communicate information clearly and concisely ensuring customers’ comprehension.
• Developed computer navigational and organizational skills.
• Basic to entry level capability of MS Office (Word, Excel, Outlook).
• Experience applying customer service skills, building relationships, solving basic routine issues, and knowing when to escalate issues.
• Ability to apply existing solutions to meet customer needs and handle simple conflicts with customers by reading tone and key words.

Physical Demands

Occasional repair shop and training duties requiring lifting up to 50 lbs, bending, stooping, etc.; ability to operate turf care machinery for application training.