Senior Technician-Dealer Support

Are you a problem solver who enjoys helping people? Have you been looking for a professional career that still values your technical/mechanical skill set? Do you have experience with small engines, hydraulics, and electrical systems?

We’re looking for a customer service team member who can troubleshoot and resolve our customers’technical and operational questions. If you are looking for a fun, high-energy environment that will utilize your technical and people skills while giving you room to grow professionally, take a look at the details below and submit your application. We’d love to hear from you.

Basic Function:

The Senior Customer Support Technician-Dealer/OEM is responsible for nurturing Dealer, OEM, and customer relationships through problem solving communication, specifically fielding the complex and escalated customer support cases.

Activities & Responsibilities:

● Provide ongoing customer support and problem resolution for ABI Dealers and OEM Accounts.

● Build and maintain healthy emotional relationships with Dealer and OEM contacts in an effort to encourage future engagement and sales.

● Leverage oral and written communication skills both internally and externally.

● Quickly and efficiently process product orders and resolve cases.

● Work directly with Dealer or OEM Repair Technicians on tool repairs including arranging the shipment of warranty parts to complete the repairs.

● Issue RA’s for items to be returned for VCBdue to component failure.

● Follow up on all open RA’s for Dealers and OEM accounts until items are returned back to ABI.

● Provide details on failure to purchasing and quality team to assist in their root cause analysis.

● Maintain best customer support practices to all Dealers, OEM Accounts, and customers by utilizing excellent, in-depth knowledge of company products and programs.

● Follow up with customers post-delivery to ensure proper setup and product usage.

● Respond to incoming phone calls for support during normal work hours and by appointment for after hours, emails or calls including video to resolve any customer support issues.

● Accurately and timely document all customer interaction, ensuring that customer files are up-to-date and pertinent information is included.

● Assist with completion of warranty claims, no charge product request, request to ship to ensure compliance with company policy.

● Review and approve AttachMatch guarantee return requests from customers to ensure compliance with company policy.

● Provide support to all ABI staffregarding product questions, orders, modifications, and application.

● Assume ownership of escalated and complex Dealer or OEM customer support cases and issues.

● Collaborate with ABI colleagues across multiple departments to accumulate the information necessary to produce quality customer support material.

● Assist with the onboarding of new customer service by sharing product and application insights.

● Occasionally attend and work assigned Tradeshow to represent ABI Customer Support / Technical Support.

● Create and present support content in both written and/or video form for both internal staffand external customers.

Skills & Qualifications

● Affinity for and/or experience with agriculture, sports turf, and property management industries, along with equipment operation.

● Affinity for and/or experience with outdoor work industries

● Must have unwavering integrity and positivity

● Must be emotionally intelligent, a humble contributor to group goals and company needs

● Must be able and willing to work independently and in a team environment

● Strong accountability and follow through skills required

● Must be a self-motivated and driven learner with a desire to grow and be developed

● Must be willing to participate in ongoing education

● Must be proficient utilizing computers, mobile devices, and core office applications

● Advanced ability to manage multiple tasks and projects

● Developed ability to identify, analyze, and resolve problems

● Must have a desire to serve others

● Must have excellent organizational and communication skills

Education & Experience: 

● GED, Diploma, Degree or Equivalent

● Minimum 10 years of machinery experience (small engines, basic hydraulics, mechanical)

● Minimum 10 years of experience in customer service

● Experience with ERP system (NetSuite by Oracle preferred)

● Experience with providing support for laser systems used on surface preparation equipment

Physical Requirements:

● Must be willing to work in-house

● Must have the ability to safely lift 50 pounds

● Must have the ability to stand, sit, and/or see a screen for a full work shift

● Ability to talk or hear to communicate with others via phone, in-person, and/or computer

● Ability to listen to customers/vendors/colleagues, problem solve, and respond accordingly

● Must be legally authorized to work in the United States

● Ability to read, write and speak English fluently

Environmental Conditions & Travel:

● The employee is exposed to manufacturing and warehouse environments with moderate to loud noise as well as office environments with moderate noise.

● The employee is required to wear suitable Personal Protective Equipment while working in the warehouse or manufacturing environments.

● Travel: Less than 10%.

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this position. They are not intended to be an exhaustive list of all associated responsibilities, skills, efforts, or working conditions. ABI Attachments, Inc. reserves the rights to change, amend, add, delete, and otherwise assign any and all duties, responsibilities, and position titles, as it deems necessary to meet the needs of the business.

Equal Opportunity Employer