SiteOne associates are customer obsessed, always safe, continuously improving, and having fun! Whether you are experienced in the green industry, a professional looking for a career change, or a new graduate or veteran transitioning into the workforce, we are confident you will find opportunity and reward with SiteOne. 

SiteOne Landscape Supply is the largest and only national wholesale distributor of landscaping products in the United States and Canada. With over 700 branches across the U.S. and Canada, we offer a comprehensive selection of products including: irrigation supplies, fertilizer and control products, nursery goods, hardscapes, landscape lighting, drainage and erosion control products, tools, and other landscaping accessories and supplies.

The Technical Support Specialist resides in our Equipment Services Desk Team (ESD) as a highly skilled subject matter expert with a capable/experienced skill set in all things commercial outdoor power equipment after-sales support. A passion for remote problem solving and expedited customer support (both internal and external) coupled with professional communications will drive success in this role. This position reports directly to the ESD Team Supervisor and Category Leadership.

 In this Role you will:

• Be a trusted SME for equipment category operations and support
• Assist Branches, Field Team, Dealers, and Providers in the proper and safe triage/repair processes of our Equipment brands
• Use active and compassionate listening skills to understanding points of view for the issue at hand and how to respond
• Promptly respond to and resolve ESD cases via the hotline or “ServiceNow” case systems
• Guide team members and SiteOne Associates on where to find processes and content on our SLICE intranet or other software platforms
• Liaison with our Dealer/3PL Partners on our branch’s, sellers, or customers behalf
• Champion OEM relations for best in class aftersales/warranty/technical support
• Escalate and solve technical issues or parts backorders with our OEM Partners and Vendors
• Compile reporting on recurring issues and improvement opportunities for escalation to OEMs/Leadership
• Develop and maintain training or support content for distribution on internal systems
• Invest in continuing education via all forms available (TalentOne and OEM) to expand product knowledge depth
• Co-Administer our Warranty program, policies, and recovery efforts
• Assist in our ERP and SKU creation, pricing, and maintenance needs
• Adhere to all company safety requirements particular to equipment, company provided vehicles including Federal Motor Carrier Safety Regulations

• Excellent Communications- verbal and written proficiencies
• Resourcefulness
• Effective collaboration
• Team player (Networking & Team Building)
• Continuous improvement and innovation mindset
• Compassion for others
• Situational awareness and adaptability
• Action Oriented
• Complex decision making
• Customer Centric (Internal Associates and External end users)
• Tech Savvy
• Ability to diagnose and complete advanced mechanical repairs, including engines, hydraulics, and electrical systems
• Ability to read and understand operators, technical repair, and parts manuals
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences

Education and Experience:

• High School, secondary diploma or equivalent years of experience required
• Certifications: EETC, OPEESA, ASE or other Manufacturer/Technical Trade certifications are preferred or equivalent relevant years of experience in similar trade roles
• Preferred diverse work history in the Outdoor Power/Lawn & Garden equipment industry (Dealerships, OEMs, Distributors)
• Understanding of small engines (2/4 Cycle & Diesel), electrical, hydraulic, sprayers, and drive systems
• Proficiency in reading schematics and service manuals/specifications
• Technical writing ability
• Content production (PDFs, bulletins, videos, training, ppts, etc.)
• Technical or customer call center/support setting experience (OPE, Auto, Ag, Construction)
• Remote triage coupled with problem solving abilities
• Excel and reporting capabilities
• Occasional travel with ability to perform site visits and repairs/evaluations in the field

Perks:

• Medical, Dental and Vision plans
• Paid Time Off, Paid Holidays
• Competitive Compensation
• 401k with company match
• Company paid life insurance, Short Term Disability and Long-Term Disability Insurance
• Product Discounts
• Tuition Reimbursement
• Opportunity for Advancement

THE INFORMATION CONTAINED HEREIN IS NOT INTENDED TO BE AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES AND QUALIFICATIONS REQUIRED OF INDIVIDUALS PERFORMING THE JOB. THE QUALIFICATIONS DETAILED IN THIS JOB DESCRIPTION ARE NOT CONSIDERED THE MINIMUM REQUIREMENTS NECESSARY TO PERFORM THE JOB, BUT RATHER AS GUIDELINES. THEY MAY VARY FROM POSITION TO POSITION.

SiteOne Landscape Supply is strongly committed to providing equal employment opportunities for all associates and all applicants for employment. All employment decisions at SiteOne-including those relating to hiring, promotion, transfers, benefits, compensation, placement, and termination-will be made without regard to race, color, national origin, genetic information, creed, sex, sexual orientation, gender, gender identity, religion, age, veteran status, uniform service, pregnancy, disability, or any other factor protected by applicable law.