What are the responsibilities and job description for the Tech Representative position at S & S Cycle?
TITLE: Tech Representative
DEPARTMENT: Sales
REPORTS TO: Sales & Technical Support Manager
LOCATION: Viola, WI
JOB SUMMARY:
As a Technical Representative at S&S Cycle, you will serve as a vital link between our internal teams and our customers, providing expert technical support and product knowledge to dealers, distributors, and end-users. You will be responsible for diagnosing technical issues, offering installation guidance, and educating customers on the proper use, maintenance, and performance tuning of S&S Cycle products.
This position requires in-depth knowledge of V-Twin engines, motorcycle mechanics, and S&S product lines, as well as strong communication skills to deliver excellent customer service across multiple channels, including phone, email, and online forums.
ESSENTIAL FUNCTIONS:
- Thoroughly understand and adhere to technical departmental goals, objectives, and strategy
- Establish and maintain credibility throughout the organization as an effective developer of solutions
- Present and maintain positive morale amongst employees
- Provide prompt, professional service to our customers
- Provide technical service which includes setting up returns, and working with Re-manufacturing
- Investigates and resolves customer problems
- Assist with warranty policies and procedure changes
- Assist as needed with quality issues
- Represent S&S at trade shows, seminars, and races
- Assist with the development of instruction sheets and fliers for new and existing products (may include educational videos)
- Generate company sales by directing customers to S&S products for their needs
- Road test as necessary
- Assist R&D as required
- Answer customer e-mails and phone calls with accurate information in a timely manner
QUALIFICATIONS:
- Experienced working as a technical service support representative
- Flexible, energetic, forward-thinking, and creative with high moral and ethical standards
- High analytical ability, good judgment, and strong operational focus
- Well organized and self-directed
- Able to relate to people at all levels of the organization in a positive fashion
- Excellent verbal and written communication skills; working knowledge of basic computer applications
- Experience in motorcycle repair, with Dynamometer experience is a plus
- Excellent diagnostic and trouble shooting skills
- Motorcycle License preferred
WORKING CONDITIONS & PHYSICAL REQUIREMENTS:
- Work is performed in an office environment with occasional exposure to production environment
- While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands, reach with hands and arms, and may be required to balance, stoop, kneel or crawl.
- The employee may occasionally lift and/or move up to 20 pounds
- Must comply with safety equipment standards: safety glasses, hearing protection, and safety toe shoes when present on production floor
- Overnight travel up to 10% may be required