Product Support Specialist

Cycles Worldwide, LLC; Lake Forest (CA); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Kawasaki provides technical and customer support to its dealer network for warranty and service issues across the powersports product line via telephone, email, and chat.

Duties include documenting calls, gathering QA data, staying current with product information, assisting with diagnostics, and authorizing warranties to improve dealer relations and customer satisfaction.

Qualifications

• High School Diploma or GED required.
• Ten+ years of dealership service department experience or equivalent.
• Excellent communication skills, both oral and written.

Responsibilities

• Respond to dealer questions and problems professionally and document calls.
• Gather data for Quality Assurance and Warranty departments.
• Keep up-to-date with Kawasaki product lines and new diagnostics.
• Assist dealer technicians with diagnostic procedures.

Skills

Oral Communication

Written Communication

Prioritization

Detail Oriented

Team Collaboration

Customer Service

Calm Under Pressure

Motorcycle License

Education

High School Diploma or GED

10+ years dealership service experience

Tools

Microsoft Word

Microsoft Excel

Job description

This position provides technical and customer support to Kawasaki’s dealer network for warranty and service issues pertaining to the entire Kawasaki powersports product line via telephone email and chat.

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 Kawasaki 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.