Product Support Specialist — Growth & Customer Impact

Ariens Company; Town of Brillion (WI); Remote; USD 52,000 - 68,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401(k) match and profit-sharing

Onsite health clinic

Tuition Reimbursement

Employee Product Purchase Program

Job summary

AriensCo is seeking a Product Support Specialist to assist end users, landscape professionals, dealers and retailers with product-related issues. You will research and resolve inquiries across multiple systems, escalating when needed and contributing to a robust knowledge base.

The role requires strong communication, documentation, and problem-solving skills, plus the ability to work with various departments to resolve customer needs.

Qualifications

• High School Diploma required; Associate's Degree preferred.
• Minimum 5 years of customer service experience.
• Experience with Microsoft Office Suite and CRM platforms.
• Strong communication and customer service skills.
• Attention to detail and ability to follow processes.
• Comfort with systems and technology.
• Ability to manage challenging customer situations.
• Experience with systems and cross-functional coordination.
• Familiarity of all product publications not limited to service manuals, owners manuals, parts manuals, service notifications.

Responsibilities

• Create and maintain content related to standard work and internal Knowledge Base.
• Advanced product part fitment and identification (Parts Smart, PDF, Legacy, old gravely).
• Parts Order Entry.
• Basic support for consumer product issues including facilitating customer experience with the supporting dealer.
• Support dealer product issues, troubleshooting, general product questions, diagnostics (limited), warranty approval including goodwill, and systems process knowledge.
• Lead and/or support identified product resource improvements included but not limited to parts manuals, owner’s manual and service documents.
• Assist in Consumer product selection inquiries.
• Handle to conclusion dealer, retailer and consumer general supporting questions.
• Answer dealer, retailer and consumer questions including, warranty statement clarification, claim processing, pre-Authorization, and policy adjustments.
• Create parts manuals from Tech Pubs documents in DMRT.
• Create fast moving parts and accessory IPL in DMRT.
• Create Hydro-Gear and other model IPL’s not supported by Tech Pubs.
• Create knowledge base answer to be submitted to the Technical Support group for both internal and external publication.
• Create awareness to both leadership and the MT group related to early indication of product issues brought forth by dealers and consumers.
• Assist and provide technical and product knowledge and support to other customer service teams.
• Handle entry level and moderate consumer escalations to resolve product, dealer/retailer issues.
• Other duties and projects as assigned.

Skills

Customer service

Communication

Cross-functional coordination

Documentation

Research capabilities

Attention to detail

Systems literacy

Problem solving

Education

High School Diploma

Associate's Degree preferred

Tools

Microsoft Office Suite

CRM platforms

DMRT

Tech Pubs

Job description

AriensCo is seeking a Product Support Specialist to assist end users, landscape professionals, dealers and retailers with product-related issues. You will research and resolve inquiries across multiple systems, escalating when needed and contributing to a robust knowledge base.

The role requires strong communication, documentation, and problem-solving skills, plus the ability to work with various departments to resolve customer needs.