Service Support Specialist

SUMMARY:

FNA Group is a world class and leading manufacturer of consumer and industrial pressure washers and other outdoor power equipment. FNA's highly acclaimed brands include Simpson, Delco and CRX. Exclusive licenses with recognizable brands such as DeWalt, Stanley Black & Decker and Craftsman further strengthens FNA's market presence and awareness. FNA is a dynamic organization with unprecedented growth due largely to its ability to attract and retain highly talented associates.

We have a challenging and exciting opportunity for a Service Support Specialist for our growing product support team. If you thrive in a fast-paced environment, embrace multi-tasking, and enjoy problem solving and helping business partners, then we want to speak with you!

Primary Purpose:

In this role, you are the point person for our selling dealers and authorized service center business partners. These partners will depend on you to coordinate replacement parts, confirm diagnosis for pre-approved warranty claim processing, and find creative solutions to other challenging issues that may arise. With this responsibility, you play a large role in building and strengthening relationships with our partners.

Job Description:

The Service Support Specialist will coordinate inquiries for assistance in troubleshooting product operational issues and requests for warranty replacement service parts for our network of authorized service centers and self-servicing dealers and distributors. You will interact with FNA Group's business partners by addressing inquiries and resolving issues by providing a higher level of customer support on specific products and related service issues. Greet every business partner through phone or e-mail with hospitality and respect. Manage the service workflow in an effective and efficient manner. Maintain a positive attitude and team atmosphere at all times. Communicate on the phone in a clear, professional manner and help build long-term relationships between FNA, yourself and our business partners/customers.

Qualifications:

Required:

• Extraordinary communication skills, both verbal and written.
• Must be able to articulate potential problems and proposed resolutions in a clear, easily understood manner.
• Must be able to read and interpret Illustrated Parts Lists (IPLs) to find the appropriate parts needed for a specific model of machine.
• Able to work effectively across functional areas.
• Adept at creative thinking and problem solving and managing flexibility in an evolving service environment.
• Self-directed individual who works well within a team environment.
• Maintain a positive attitude and team atmosphere at all times.
• Proficient in Microsoft Excel and use of other Microsoft office products such as Word and PowerPoint.

Preferred:

• Ideal candidates will have knowledge of the general operation of outdoor power equipment and proven performance in customer service skills in a consumer products organization.
• The ability to troubleshoot potential operational issues with outdoor power equipment.
• Experience with tool and equipment categories extremely helpful.
• Above average keyboard skills.
• Passion for your profession.

Education/Certification:

Required:

High school diploma or equivalent.

Preferred:

College degree and/or related work experience is a plus