Technical Service Specialist

Position Description

​As a Technical Service Specialist, your role will be to perform complicated technical service functions for Ferris Commercial Mowers products. This includes acting as a liaison between internal departments and manufacturers, service centers, central distributors, field sales staff and customers in order to resolve complex requests, questions and concerns associated with company products/services.

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You will do this by:

• Acting as subject matter expert in responding to and resolving a variety of product,service requests, questions and concerns of moderate complexity via telephone, e-mail, and other technologies.

• Investigating and troubleshooting matters concerning repairs or procedures to correct problems associated with electrical or mechanical systems.

• Conducting research and investigations to determine validity of warranty claims and may make warranty policy adjustments as required.

• Communicating with both internal and external partners in order to resolve inquiries.

• Assisting with locating various product parts in critical situations that require expedient resolution.

• Providing guidance and training to internal customer service representatives and other staff.

• Maintaining and continuously improves knowledge of principles, practices and procedures regarding company products and equipment for unique situations that require new and creative solutions.

• Entering customer contact details into Customer Relationship Management software.

• Performing other duties as assigned.

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

You are the type of person who is/has:

• • Good written and verbal communication skills

  • Strong negotiation and problem resolution skills

  • Strong interpersonal skills to deal effectively and efficiently with diverse groups of people in a dynamic environment

  • Proficient computer skills

  • Strong mechanical aptitude and technical knowledge specific to Company products

  • Excellent customer service skills

  • Strong ability to convey technical information to customers and dealers in an easy to understand manner

  • Fluent in English and primary language used in area of responsibility and/or location

• Qualifications:

  • Minimum of three years of experience in a troubleshooting and repair capacity

  • Engine powered product service industry experience preferred

  • Customer or technical support experience

  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical & Environmental Requirements:

  • On site M-F, 8am-5pm

• NY State Compensation: $52,000-$57,000

Education

High School diploma

General Education Degree

Briggs & Stratton, headquartered in Milwaukee, Wisconsin, provides innovative products and diverse power solutions to help people get work done. Briggs & Stratton is the world’s largest producer of engines for outdoor power equipment, and is a leading designer, manufacturer and marketer of lithium-ion battery, standby generator, energy storage system, lawn and garden, turf care and job site products through its Briggs & Stratton®, Vanguard®, Ferris®, Simplicity®, Billy Goat®, Allmand®, and Branco® brands. Briggs & Stratton products are designed, manufactured, marketed and serviced in more than 100 countries on six continents.

Briggs & Stratton is committed to a policy of equal employment opportunity. The Company conducts all employment practices without regard to race, sex, color, religion, national origin, age, disability, protected veteran's status, pregnancy, genetic information, sexual orientation or any other basis prohibited by law. Briggs & Stratton also undertakes affirmative action to assure equal employment opportunity for minorities and women, for persons with disabilities, and for protected veterans.