What are the responsibilities and job description for the Technical Product Support position at Club Car?
Job Summary：
This position will be responsible for providing technical advice to branches, and dealer/distributor representatives. Handle/Resolve incoming inquiries via phone calls, emails, or site visits in a timely and professional manner to support Club Car products. Supporting strategic training, coaching and skill set development for dealer and distribution technicians within company owned sales distribution channels.
Responsibilities:
- Develop training of dealer and distribution technicians soft skills and SME knowledge
- Develop assessment tool and benchmarks to assess dealer technicians skill sets
- Create assessment model, and evaluate dealer technician skill sets per select criteria
- Develop tiered dealer technician model based upon expertise, knowledge, and experience
- Create a centralized knowledge base of dealer technician materials, service bulletin and Field Updates
- Assist in New technical support Orientations and dealer technician as needed
- Visit dealer/distributor facilities to evaluate technical expertise, quality of service, assess maintenance abilities, etc.
- Create and publish an annual training schedule for dealers and distributors.
- Serves as field coordinator and end-user technical consultant in new product introduction, monitors new product performance in the field and corrects deficiencies and reports required changes as needed.
- Works with Regional Sales Managers and dealer/distributor representatives in assigned territory providing technical service support; provides assistance to finalize sales, investigating and resolving reported quality/performance problems, and resolves reported warranty problems.
- Visits dealer/distributor facilities at least twice a year and evaluates technical expertise, service methods, quality of service and levels of retail customer support. Follows up to ensure dealer service to retail customers is commensurate with company goals and objectives; reports sub‑standard situations and works with dealer personnel to upgrade service support levels as necessary. Assists in developing standards and processes to enhance efficiency. Reviews if deficiencies are found and reports on progress.
- Serves as expert in troubleshooting specific technical complaints; works closely with appropriate personnel to resolve complaints. Reports unusual service/technical problems to technical and warranty manager and follows up to assure customer satisfaction and/or understanding of the final solution.
- Visits new dealer/distributors in assigned territory and conducts an orientation seminar to review distributor manual, warranty policy, technical sales materials and all technical assistance programs to ensure distributor is aware and complies with all Club Car policies and procedures.
- Visits National Account participants and reports recommendations to improve golf car operations to management as requested.
- Accompanies territory sales representative when needed to provide technical assistance.
- Conducts regional technical training seminars at least once a year.
Qualifications:
- 5 years of field experience serving in a Technical Representative or Engineering role
- Some travel may be required
- Strong Club Car or related product knowledge and repair procedures.
- Moderate computer skills in Microsoft software programs, database programs, etc.
- Ability to communicate in a professional and technical manner both orally and in writing.
- Ability to read and interpret schematics and wiring diagrams.
- Knowledge of AC/DC circuitry, internal combustion engines.
- Ability to use, maintain, and repair testing equipment and hand tools.
- Ability to travel. (50 ~ 70%)
- Ability to follow written and oral instructions.
- Correlation of analysis to testing
- Structured Problem Solving
- Electrical schematics
- Process oriented
-
Degreed Engineer or Equivalent preferred
Seeking candidates eligible for employment in local country/region.
Position is not eligible for relocation.
Key Competencies:
- Ability to collaborate across functions, levels, and teams using strong communication and influencing skills
- Energetic, passionate, driven, and strong interpersonal skills
- Strategic thinker with proven ability to driver measurable results
- Excellent prioritization and project management skills with ability to work on multiple projects at once
- Self-starter with ability to work with minimal supervision
Club Car is committed to a diverse workforce and is an Equal Opportunity Employer.