Product Support Specialist

Kawasaki USA; Lake Forest (CA); In loco; USD 75.000 - 80.000; Tempo pieno

Descrizione del lavoro

Kawasaki is seeking a customer-focused technician-support role in Lake Forest, CA. You will resolve dealer questions, document calls, and assist with diagnostic procedures while maintaining up-to-date product knowledge. Expect travel and close collaboration with QA, Warranty, and service teams.

Requires a high school diploma, 10+ years in dealership service, and a valid motorcycle license; strong communication and Excel/Word skills are essential for success.

Competenze

• Excellent oral and written communication skills.
• Strong customer service skills.
• Ability to prioritize and organize multiple tasks.
• Detail and deadline oriented with strong reliability.
• Collaborates with other departments to achieve outcomes.
• Dealer service experience is preferred but not required.
• Valid motorcycle license is required.
• Calm under pressure when solving technical questions.
• Patient and respectful in problem situations.
• Learn to use various software programs as needed.

Mansioni

• Respond to dealer questions and resolve problems professionally.
• Accurately document each call in the computer system.
• Gather data for QA and Warranty departments.
• Maintain knowledge of Kawasaki product line and new tech info.
• Assist dealers with diagnostic procedures and support.
• Authorize warranties and determine coverage eligibility.
• Provide additional coverage to increase customer satisfaction and loyalty.

Conoscenze

Excellent communication

Customer service

Prioritization

Attention to detail

Team collaboration

Calm under pressure

Patience in problem solving

Attendance reliability

Microsoft Word

Microsoft Excel

Formazione

High school diploma or GED

10+ years dealership service experience

Strumenti

Microsoft Word

Microsoft Excel

Descrizione del lavoro

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

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.