Product Support Specialist

Kawasaki; California, Northern (MO, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Kawasaki is seeking a knowledgeable service/support professional in the United States to respond to dealer inquiries, document interactions, and assist with diagnostics and warranty determinations. The role requires extensive product knowledge, strong communication, and the ability to collaborate across departments.

Ideal candidates will have a high school diploma or GED, 10+ years in a dealership service environment, and a valid motorcycle license. Significant travel may be required.

Qualifications

• Excellent oral and written communication skills.
• Ability to prioritize and organize multiple tasks.
• Extremely detail- and deadline-oriented.
• Energetic and enthusiastic team player.
• Capable of learning and using various software programs.

Responsibilities

• Responds to and resolves dealer questions and/or problems; accurately documents each call in the computer system.
• Gathers data for Quality Assurance and Warranty departments.
• Maintains current knowledge of Kawasaki’s product line and learns technical information on new products.
• Researches diagnostic procedures; assists dealer technicians with diagnostics.
• Improves dealer relations by providing solid customer service and expert technical knowledge.
• Authorizes warranties and determines whether the issue is covered by Kawasaki warranty.
• Provides additional coverage to increase customer satisfaction and loyalty.

Skills

Communication

Prioritization

Detail oriented

Collaboration

Motorcycle license

Education

High school diploma or GED

Tools

Microsoft Word

Microsoft Excel

Job description

Description

Duties and Responsibilities:

• Responds to and resolves dealer questions and/or problems in a professional manner. Accurately documents each call-in computer system.
• Gathers data for Quality Assurance and Warranty departments.
• Maintains current knowledge of Kawasaki’s product line and quickly learns all technical information on new products.
• Researches diagnostic procedures. Assists dealer technicians with diagnostic procedures.
• Assists in improving Kawaski dealer relations by providing solid customer service and expert technical knowledge.
• Authorizes warranties. Determines whether technical problem will be covered by Kawasaki warranty.
• Provides additional coverage where appropriate to increase customer satisfaction and loyalty.

Qualifications:

To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Must exhibit excellent oral and written communication skills.
• Must demonstrate the ability to successfully prioritize and organize multiple, competing tasks.
• Must be extremely detail and deadline oriented.
• Must bring energy and enthusiasm to group or team efforts.
• Must be able to collaborate with other departments to provide an outcome that is beneficial to Kawasaki, dealers and customers.
• Kawasaki dealership technician and service management experience is preferred, but not required.
• Must maintain valid Motorcycle License
• Must exhibit calm under pressure especially when trying to solve difficult technical questions and/or problems.
• Must also demonstrate patience in problem situations.
• Must maintain a satisfactory attendance level.
• Must have an understanding of Microsoft's Word and Excel software. Keyboarding/typing skills required and must be able to learn to use various software programs in order to successfully perform the job.
• Extended travel, up to several weeks at a time may be required.

Education and Experience:

High school diploma or general education degree (GED) is mandatory; and ten+ years of dealership service department related experience and/or training; or equivalent combination of education and experience.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.