Tech Support

Hisun Motors Corp.; McKinney, Northern (TX, KY); Hybrid; USD 25,000 - 36,000; Full time

Job summary

Hisun Motors Corp. in McKinney, Texas, is seeking a customer service and field service support specialist to assist customers with technical and mechanical issues, both by phone and email.

You will log communications in SAP, process warranty claims, escalate when needed, and coordinate with internal teams to ensure timely service center orders and warranty resolutions. Experience with SAP Service Module is a plus and teamwork is essential.

Qualifications

• General knowledge of customer service principles and practices.
• Proficiency with SAP and Microsoft Office tools.
• Ability to work independently and in a team.
• Strong verbal and written communication and problem-solving skills.
• Knowledge of power sports, ATV or UTV is a plus.
• Ability to move service calls through Open, In Review and Closed stages within deadlines.

Responsibilities

• Provides assistance and technical/mechanical support to customers that are experiencing issues.
• Communicate directly with customers via phone or email in a professional and timely manner.
• Log all communication with customers in Activity section of SAP.
• Trouble shoot failures using mechanical questions and diagnosis flow to resolve customer issues.
• Understanding of SAP Service Module functionality
• Keep detailed records of customer interactions, transactions and record details of inquiries, comments and complaints in SAP.
• Process warranty claims received from customers; requesting items needed to complete timely.
• Escalate any customer complaints or inquiries as needed to Tech support team members.
• Create Service Call and assign to Tech Queue from email or dealer portal daily.
• Send contracts and business applications to prospective Service Centers and follow up with each service center to ensure they send back contracts and supporting documents.
• Keep records of customer interactions and transactions, and record details of inquiries, comments, and complaints.
• Communicate and coordinate with internal departments and follow up on customer interactions to ensure timely completion.
• Report any customer complaints or inquiries that you are not trained or knowledgeable to handle.
• Work with the customer service department and technical support to make certain the service center’s orders and warranty claims are processed in a timely manner.
• Maintains and keeps current the service library manuals, bulletins, and trip schedules.
• Contacting customers to survey how the quality of work was performed for services rendered.
• Assists sales personnel with issues that arise in the field.
• Assists sales personnel with customer contacts regarding sales and outside service sales.
• Conducts regular field service meetings via teams.
• Communicates changes in service/warranty policies and procedures to ensure all employees have the appropriate information they need to successfully perform their roles and responsibilities.
• Process warranty claims received from customers; requesting items needed to complete timely.
• Escalate any customer complaints or inquiries as needed to Tech support team members.

Skills

Customer service

Communication

Problem solving

Teamwork

Active listening

Service call process

Power sports knowledge

Tools

SAP

Microsoft Office

Job description

• Provides assistance and technical/mechanical support to customers that are experiencing issues.
• Communicate directly with customers via phone or email in a professional and timely manner.
• Log all communication with customers in Activity section of SAP.
• Trouble shoot failures using mechanical questions and diagnosis flow to resolve customer issues.
• Understanding of SAP Service Module functionality
• Keep detailed records of customer interactions, transactions and record details of inquiries, comments and complaints in SAP.
• Process warranty claims received from customers; requesting items needed to complete timely.
• Escalate any customer complaints or inquiries as needed to Tech support team members.
• Create Service Call and assign to Tech Queue from email or dealer portal daily.
• Send contracts and business applications to prospective Service Centers and follow up with each service center to ensure they send back contracts and supporting documents.
• Keep records of customer interactions and transactions, and record details of inquiries, comments, and complaints.
• Communicate and coordinate with internal departments and follow up on customer interactions to ensure timely completion.
• Report any customer complaints or inquiries that you are not trained or knowledgeable to handle.
• Work with the customer service department and technical support to make certain the service center’s orders and warranty claims are processed in a timely manner.
• Maintains and keeps current the service library manuals, bulletins, and trip schedules.
• Contacting customers to survey how the quality of work was performed for services rendered.
• Assists sales personnel with issues that arise in the field.
• Assists sales personnel with customer contacts regarding sales and outside service sales.
• Conducts regular field service meetings via teams.
• Communicates changes in service/warranty policies and procedures to ensure all employees have the appropriate information they need to successfully perform their roles and responsibilities.
• Process warranty claims received from customers; requesting items needed to complete timely.
• Escalate any customer complaints or inquiries as needed to Tech support team members.

Requirements

• General knowledge of customer service principles and practices
• Relevant computer knowledge of SAP and Microsoft software systems
• Must successfully work individually and as part of a team.
• Communication skills, both verbal and written along with listening and problem-solving skills.
• Power sports, ATV or UTV knowledge is a plus.
• Transfer of Service Call Status from Tech Queue to Open (In Review) within 12 hours
• Process of Service Call from Open (In Review) to Closed within 10 business days.