BASIC PURPOSE AND SCOPE OF POSITION Interface with dealers and internal employees, regarding dealer technical inquiries.Clearly document technical inquiries and transfer information to Service Engineer team to assist dealers in resolving technical inquiries. Clearly document and assist dealers with non-technical inquiries. Assist management with reporting Technical Support Center activities and performance and perform data analysis for Technical Support Center projects PRINCIPAL ACTIVITIES: This position does the following in accordance with all applicable Federal, State and local laws / regulations and the Company’s policies, procedures and guidelines:Maintain Technical Support Center incoming phone contacts with dealers and employees.Support Service Engineers with technical troubleshooting through the use of technical troubleshooting guides.Document all dealer technical and non-technical inquiries in the Technical Support Center Case Database.Assist dealers and employees with non-technical inquiries via phone contacts or the Technical Support Center Case Database.Review and approve dealer warranty claims as needed.Additional duties as assigned by management. MINIMUM QUALIFICATIONSHigh School diploma or equivalent required. At least 2 years of experience in a service technician role required. Ability to identify and resolve challenging issuesProficiency with using Word, Excel, spreadsheets, and the ability to learn new software systems quicklyKnowledge and/or the ability to learn how to work with internet, web and email functionalitiesAbility to manage difficult or emotional situationsAbility to document inquiries in a way that can be efficiently understood by other employees PHYSICAL REQUIREMENTS:Typical office environment. DISCLAIMER:The information provided in the description has been designed to indicate the general nature and level of work performed by incumbents within the classification. This description is not intended to be a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees assigned to this job/classification. This job is intended to include the current essential functions of the job. Management reserves the right to add or modify the duties and responsibilities and to designate other functions as essential at any time.