Commercial Vehicle Tech Service Expert

Polaris Inc; Medina (MN); Hybrid; USD 60,000 - 79,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Profit sharing

Volunteer time off

Job summary

Polaris Inc. in Medina, Minnesota seeks a Tech Service Specialist (Commercial Vehicles) to serve as a customer-facing problem-solver, applying hands-on vehicle knowledge, diagnostics, and business judgment to resolve complex issues for dealers, customers, and partners.

This hybrid role requires coordinating across service, warranty, parts, logistics, and finance to deliver timely resolutions, approve goodwill, and capture field feedback for product improvements.

Qualifications

• Associate or bachelor’s degree in automotive, powersports, diesel, electrical, engineering technology, or a related field.
• Five years of experience in technical service, field service, fleet support, dealer operations, or another customer-facing technical environment.
• Strong mechanical and electrical diagnostic capability with hands-on vehicle systems experience.
• Proven ability to own complex customer issues, guide remotely through difficult technical situations, and drive resolution without direct supervision.
• Experience with commercial fleets, warranty administration, parts and order operations, customer-support systems, and continuous improvement is preferred.
• Exemplary interpersonal and communication skills for extensive phone, email, customer, dealer, partner, and cross-functional interaction.
• Ability to work in shops, service areas, customer locations, job sites, or outdoor environments with exposure to noise, dirt, heat, cold, and moving equipment.
• Ability to perform hands-on inspection and repair activities with tools and diagnostic equipment and follow safety requirements.
• Ability to travel up to 10% for customer visits, training, field diagnostics, and business meetings.
• This position is not eligible for sponsorship.

Responsibilities

• Serve as a trusted technical resource for Commercial products by applying knowledge of vehicle systems, service procedures, diagnostic tools, parts, warranty processes, and dealer support systems.
• Guide customers, dealers, and partners through accurate and efficient diagnosis, repair direction, and fault isolation for complex mechanical, electrical, and drivability concerns.
• Own escalated situations from intake through resolution, leading the efforts needed to establish and drive next steps.
• Exercise authority for goodwill and warranty financial approvals by balancing customer experience, vehicle uptime, policy, precedent, and business impact.
• Use sound judgment to determine when exception handling is warranted based on the situation, customer relationship, or business impact, and align with internal stakeholders as appropriate.
• Coordinate across service, warranty, parts, logistics, sales, finance, and other teams to reduce friction, limit handoffs, and deliver a unified customer response.
• Support root-cause analysis and warranty decisions by developing complete, evidence-based case documentation and clearly communicating findings and decisions.
• Identify and promptly escalated potential safety, quality, reliability, or recurring product concerns with thorough information that supports timely resolution.
• Turn customer, dealer, and partner feedback into field intelligence and evidence-based recommendations that improve products, service processes, documentation, training, systems, customer uptime, and total cost of ownership.
• Support technical onboarding, ongoing training, issue debriefs, knowledge-sharing, standard work, reporting, workload coordination, and continuous improvement activities.

Skills

Critical Thinking

Customer Focus

Technical / Functional Expertise

Education

Associate or bachelor’s degree in automotive, powersports, diesel, electrical, engineering technology, or a related field

Job description

Polaris Inc. in Medina, Minnesota seeks a Tech Service Specialist (Commercial Vehicles) to serve as a customer-facing problem-solver, applying hands-on vehicle knowledge, diagnostics, and business judgment to resolve complex issues for dealers, customers, and partners.

This hybrid role requires coordinating across service, warranty, parts, logistics, and finance to deliver timely resolutions, approve goodwill, and capture field feedback for product improvements.