Product Support Specialist

RiseMe; Lake Forest (CA); On-site; USD 75,000 - 80,000; Full time

Job summary

Kawasaki is seeking a dealership service specialist in California to respond to dealer questions, document calls, and support warranty processes. You will learn product lines, assist technicians, and collaborate with other departments to enhance dealer relations.

Ideal candidates have a high school diploma, 10+ years in a dealership service role, strong communication, and proficiency with Word/Excel. Occasional extended travel may be required to support dealers.

Qualifications

• High school diploma or GED mandatory
• 10+ years dealership service dept. experience or equivalent
• Able to learn new technical information quickly
• Must maintain valid motorcycle license
• Must communicate clearly, both verbally and in writing
• Advanced MS Word/Excel proficiency

Responsibilities

• Respond to dealer questions and resolve problems professionally
• Document calls accurately in computer system
• Gather data for QA and Warranty departments
• Learn Kawasaki product line and new products quickly
• Assist dealer technicians with diagnostic procedures
• Authorize warranties and determine coverage
• Improve dealer relations with strong customer support and technical knowledge

Skills

Excellent communication

Customer service

Prioritization

Detail oriented

Team collaboration

Microsoft Word

Microsoft Excel

Motorcycle license

Calm under pressure

Willing to travel

Education

High school diploma or GED + 10+ years dealership service experience

Tools

None

Job 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.
• Strong customer service skills required.
• 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.

Salary: $75,000 - $80,000