To serve as technical liaison with dealers and factory personnel to communicate and resolve product service issues. To develop and administer service related support for the branch and its dealers. To administer warranty claims made by end users/dealers to ensure customer satisfaction.
Job Duties & Responsibilities
Serves as a technical liaison with dealers on technical issues pertaining to product service, parts usage, or related areas.
Develops communications pertaining to common service problems and distributes as needed.
Conducts in-house and on-site training and service seminars for dealers. Communicates new developments from STIHL Inc. with respect to service issues or part specifications.
Reviews warranty claims from dealers and processes claims for reimbursement or payment. Maintains records of transactions and reports to STIHL Inc.
Maintains liaison with STIHL Inc. technical services to report common or unusual technical problems and to keep abreast of new developments or changes. Coordinates service schools and training with technical expertise at STIHL Inc. and its distribution branches.
Repairs or inspects the repair of stock, dealer, or customer owned equipment. Approves/disapproves repairs and
processes records. Coordinates product reworks and testing procedures with STIHL Incorporated Engineering/Quality Services.
Receives customer service reports, calls, and complaints and researches solutions for specific problems. Provides written or verbal solutions as required.
Maintains work areas and inventory of required tools and equipment. Budgets for and orders new equipment when necessary.
Maintains files and records as they pertain to technical service activities.
May work with other branches to resolve customer/product issues.
High school diploma or equivalent.
5+ years of related experience preferred.
Experience with or training on 2-cycle and/or 4-cycle engine/portable power equipment operation preferred.
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