Technical Support Specialist

STIHL; Virginia Beach (VA); On-site; USD 52,000 - 64,000; Full time

Benefits offered by this job

Health benefits

Onsite health center

Life Insurance

Disability insurance

Pension plan

401(k) match

Paid time off

Holidays

Job summary

STIHL Inc. in Virginia Beach, VA, is seeking a dedicated Customer Support Technician to provide expert product troubleshooting and end-user guidance. You will handle calls, emails, and live chats, diagnose issues, and guide customers and dealers through repairs and product application support.

The role emphasizes clear communication, CRM data integrity, and continuous learning. A strong background in outdoor power equipment or dealers is preferred, with onsite work in Virginia Beach.

Qualifications

• High School Diploma or GED required; advanced degree in related discipline preferred.
• Customer Service experience or Certifications in related principles are preferred.

Responsibilities

• Provide high level technical support to dealers via phone, email, or web chat.
• Provide technical support for end users via phone, email, and/or web chat; product selection and application support.
• Use CRM software to update records, document interactions, and assist with issue resolution.
• Participate in team training sessions to stay current on product knowledge and policies.
• All other duties and responsibilities as assigned.

Skills

Technical troubleshooting

Customer service

Verbal & written communication

CRM usage

Education

High School Diploma or GED

Advanced degree preferred

Tools

CRM software

SharePoint

Microsoft Office

Live chat

Job description

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As a family-owned company, it’s the people who continue to make STIHL a successful, world-class brand. Since revolutionizing the forestry industry in Germany with the first electric chainsaw in 1926, the STIHL name has remained synonymous with outstanding innovations, high-quality products and comprehensive service.

With competitive compensation, excellent benefits and exciting growth potential, it is a great time to join the STIHL team!

Why You’ll Love Working at STIHL:

• Excellent health benefitsincluding Medical, Dental & Vision Insurance
• Onsite Health & Wellness Centerfor employees and eligible family members
• Company-paid Life InsuranceandShort & Long-Term Disability
• Robust retirement offeringsincluding:
  • A fully vestedPension Planafter 5 years
  • A401(k)with generous employer match
• Paid time offin addition to 11 Paid Holidays
• A strong culture ofstability, community, and innovation
• Compensation: 52,000 - 64,000 per year withmultiple payment opportunitiesand potential forannual merit increases. Actual compensation will depend on experience, qualifications, and internal equity
• Location: This position is located at our corporate office in Virginia Beach, VA

Purpose

To provide direct, industry leading assistance to STIHL dealers and end users concerning product troubleshooting guidance, repair guidance, warranty determination support, product application support, customer satisfaction assurance, and general customer service topics.

Job Duties & Responsibilities

• Provide high level technical support to dealers via phone, email or web chat. Includes technical troubleshooting, diagnostic and repair support of the full STIHL product range and associated systems.
• Provide technical support for end users via phone, email, and/or web chat. Includes full range product support including product selection, product application support, product maintenance, conflict resolution and all other possible customer satisfaction topics.
• Utilize Customer Relations Management (CRM) software to update customer records, document customer/dealer interactions, and keep detailed notes to assist with identifying possible issues and solutions.
• Participate in team training sessions and meetings to stay up to date on product knowledge, office policies, and support procedures.
• All other duties and responsibilities as assigned

Specifications

• High School Diploma or GED required; advanced degree in related discipline preferred
• Customer Service or Certifications in related principles are preferred.
• Relevant OPE Industry Certifications preferred

Required:

• Work experience in an outdoor power equipment dealer and/or OPE product knowledge.
• Ability to translate complex technical concepts to dealers and end users.
• Excellent verbal and written communication skills required – this job is the voice of STIHL to our customers.
• Proficient in Microsoft Office software, Customer Relations Management (CRM) software, SharePoint, live chat

Preferred:

• 3+ years working as a technician (preferably on outdoor power equipment).
• End user professional experience (landscaper, arborist, etc.).
• Customer service or call center support experience.
• Problem-solving skills and ability to work independently