Small Engine Technical Service Representative - Bilingual (French)

Husqvarna Group; Montreal; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading outdoor power equipment company in Montreal seeks a Technical Product Specialist level 2. The role involves providing technical support to distributors and customers for troubleshooting and product knowledge. Candidates should be bilingual in French and English, with a minimum of 1-3 years in related mechanical experience preferred. This position requires excellent interpersonal skills and the ability to operate outdoor equipment.

Qualifications

• 1-3 years of engine or mechanical experience is preferred.
• Exceptional knowledge of Outdoor Power Products and applications required.
• Experience in a contact center is beneficial.

Responsibilities

• Respond to technical questions from distributors and dealers.
• Troubleshoot and diagnose customer issues.
• Record details of cases in CRM.
• Provide customer service functions, such as placing orders.

Skills

French and English Bilingual

Customer service skills

Interpersonal skills

MS Office

Multi-tasking

Education

High school graduate or GED

Technical Vocational degree in engine technologies

Tools

CRM systems

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 all Husqvarna Group Products at a level 2 agent. The primary responsibility is to provide technical product support to our Distributors, Dealers, National Accounts, and Customers (End User Escalations).

Responsibilities

• Respond to Husqvarna technical questions from internal and external customers such as Distributors, Dealers, National Accounts and consumer escalations via telephone, email, chat, or customer generated incidents into CRM (Customer Relations Management System).
• Remain logged in to systems and process received or assigned cases using phone, chat, email, CRM (Customer Relations Management System), Web Warranty and written correspondence on a daily basis within department metrics.
• Troubleshoot, diagnose and evaluate case information to provide repair support and determine if issue is warrantable.
• Provide policy adjustment.
• Provide Good Will Warranty.
• Record details of cases in CRM, as well as actions taken.
• Provide clear solutions for product repair, replacement or policy adjustment.
• Provide input to manufacturing and engineering with field obtained information to enhance product improvements and warranty cost reductions.
• Assist dealers with warranty processing and questionable component failure analysis.
• 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, such as but not limited to placing orders, parts look-up, pricing inquiries.

Qualifications (Education and Experience)

• Required
• Minimum high school graduate or GED
• French and English Bilingual Required
• 1-3 years of engine or mechanical experience
• Experienced with electronic parts lookup systems, and electronic technical information environment
• Exceptional knowledge of Outdoor Power Products and applications
• Exceptional oral and interpersonal skills. Ability to verbally communicate information clearly and concisely ensuring customers’ comprehension.
• Developed computer navigational and organizational skills.
• Basic / Entry level capability of MS Office (Word, Excel, Outlook)
• Multi-tasking skills
• Experience utilizing and applying customer service skills
• Importance of the customer and need to build relationships
• Solving basic routine issues
• Understanding when to escalate issues
• Applying existing solutions to meet customer needs
• Handling simple conflicts and work with difficult customers by reading customer’s tones, picking up on 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

Desired

• 1-3 years engine or mechanical experience in related Outdoor Power Equipment service support position.
• 2 year Technical Vocational degree in related engine technologies and / or servicing Outdoor Power Equipment experience
• Contact Center experience