Warn Industries believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this position description is designed to outline primary duties, qualifications and job scope, but not limit the individual nor the organization to just the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Position Summary:

Warn’s Technical Service Representatives work directly with customers to manage sales orders and shipments. As a Technical Service Rep, you would be given the opportunity to work directly with some of the best technical representatives in the industry, providing customers with product information, troubleshooting, addressing any customer complaints and make adjustments.

This position is key for diagnosis, resolution of product and order fulfillment concerns with distributors, consumers and internal personnel, and is a key point of focus for the Aftermarket Sales Organization.

Essential Functions:

• Act as a liaison between customers and Warn Industries.
• Educate customers with product technical information and provide customers with quality resolutions by trouble-shooting and answering questions.
• Manage sales orders, schedule shipments, resolve shipping discrepancies and manage order backlog to ensure on-time delivery. Maintain Warn Industries jobber/dealer and literature database.
• May be required to independently answer correspondence, handle inquiries, complaints or adjustments.
• Accountable for developing and monitoring processes and practices necessary for legal and ethical compliance in assigned area

Required Education and/or Experience:

• High school diploma or GED required.
• Manufacturing or automotive experience preferred.
• Two to four years of experience handling technical customer relations calls or technical product required.
• Aftermarket automotive component sales and/or mechanical experience is preferred.

Required Qualifications:

• Must have the ability to effectively handle potentially stressful situations within a teamwork environment.
• Proficiency in data entry/word processing and 60 WPM typing. Ten-key skills and a working knowledge of Microsoft Word and Excel.
• Knowledge of WARN products and/or 4X4 product background including suspension systems.
• Ability to troubleshoot technical problems and explain the solutions to technical and non-technical users over the phone.
• Ability to work with minimal supervision while still working collaboratively and maintain effective working relationships with co-workers, customers and visitors.
• Ability to effectively problem-solve.
• Excellent customer service skills.
• Excellent communication, interpersonal and customer service skills.
• Ability to facilitate activities necessary to a project’s completion.
• Must be enthusiastic about adopting Warn Industries’ Core Values: Never Compromise Trust, Honesty, Partner with Customers, Commitment, Teamwork, Personal Development, Lead by Example.
• Must have history of impeccable integrity, ethics and fair play.

Language Skills :

Ability to read, write, verbalize and comprehend instructions and correspondence in English. Ability to effectively present information in one-on-one and group situations to customers, clients, and other team members. Conflict resolution. Good interpersonal skills. Excellent verbal and customer service skills.

Mathematical Skills :

Must have mathematical skills equivalent to those required under degree requirement.

Physical and Visual Activities :

Standing, Walking, Sitting, Lifting, Carrying, Balancing, Stooping, Reaching, Handling, Feeling, Talking, Hearing, Acuity-Far, Acuity-Near, Depth Perception, and Field of Vision.

Physical Demands:

May require a combination of sitting, standing, and walking. May require lifting up to 50 pounds with assistance. Requires work 60%-70% on the telephone.

Environment/Atmospheric Conditions:

This position is performed in an office environment. May be necessary to work in a shop environment as job duties require. May be exposed to loud operating machinery, cold temperatures, chemicals, and vapors.

Machines, Tools, Equipment, Software:

Personal computer, fax machine, copy machine, Visa machine, other office equipment, Microsoft Office. May minimally operate basic hand tools.

The characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The information contained in this job description is for compliance with the Americans with Disabilities Act (A.D.A.) and is not an exhaustive list of the duties that may be required for this position. Additional duties are performed by the individuals currently holding this or similar positions and additional duties may be assigned.