Provide Technical Information, Technical Repair Knowledge, and Technical Troubleshooting for all Husqvarna Group Products
Respond to technical questions from internal and external customers via telephone, email, chat, or customer generated incidents into CRM
Troubleshoot, Diagnose and Evaluate individual case information to provide Repair Support, determine if issue is Warrantable, provide Policy Adjustment, and provide Good Will Warranty
Record details of cases in CRM and actions taken
Provide input to manufacturing and engineering departments with field obtained information
Assist dealers & internal team members with warranty processing and questionable component failure analysis and technical questions
Effectively communicate escalations to TSR3 representatives
Provide general customer service functions as required

Exceptional knowledge of Outdoor Power Products and applications
Exceptional oral and interpersonal skills
Ability to verbally communicate information clearly and concisely ensuring customers’ comprehension
Bilingual in French and English
Developed computer navigational and organizational skills
Can pass typing accuracy test with 25 wpm or more
Basic/Entry level capability of MS Office (word, excel, outlook)
Experience utilizing and applying customer service skills: Importance of the customer and need to build relationships; Solving basic routine issues; Understanding when to escalate issues; Applying existing solutions to meet customer needs; Handling simple conflicts and work with difficult customers by reading customer’s tones, picking up on key words

Technical Service Representative II – Small Engine Repair, Bilingual

Key skills