The Technical Support Representative is accountable for providing technical support to CFMOTO dealers and customers through vehicle troubleshooting and diagnostic support, technical problem resolution, and product training.
Essential Duties & Responsibilities
- Respond to and resolve dealer technical or quality inquiries, by phone or electronically, by performing technical research to quickly identify product issues and provide technical product support.
- Document and analyze dealer contacts to identify trends and recommend strategies to support dealers and customers.
- Partner with CFMOTO dealers to deliver customer-focused service operations and advocate for product quality.
- Participates in technical service team initiatives, problem solving and continuous improvement efforts.
- Conducts in-person dealer visits as needed to resolve technical vehicle concerns.
- Perform setup and pre-delivery inspections on CFMOTO vehicles.
- Perform maintenance, diagnostics and repair on CFMOTO vehicles.
- Assists in the development, review and feedback for technical service manuals, articles and repair procedures.
- Conduct labor rate time studies and review warranty labor rate manuals.
- Support the CFMOTO Customer Service team with technical information and customer specific technical guidance.
- Provide subject matter input for technical training development, eLearning and hands-on training.
- Support customer and internal events as a service representative.
- Assists other departments with special projects and service support as needed.
- Ensures a clean and safe work environment.
- Perform other duties as assigned.
Qualifications
Education & Experience Required
- Associate's degree or equivalent experience in a relevant technical field
- Strong mechanical aptitude in Powersports and/or automotive with experience diagnosing engine runnability, electrical systems, fuel systems, suspension, driveline, HVAC, and other vehicle systems as required.
- 3-5 years' customer service experience in related industry
- Strong ability to methodically evaluate complex problems and provide strong recommendations for resolution
- Proficient with Microsoft Suite (Excel, Word, Outlook, PowerPoint)
- Previous Powersports industry experience desired
Education & Experience Preferred
- Bachelor's degree in Business Administration, Industrial Science or related field
- 1-2 years previous Powersports Industry experience
Additional information
- All applicants must be eligible to work in the US
- Core business hours are Monday – Friday, 8 am – 5 pm; ability to work required hours onsite required.
- Working conditions are normal for an office and shop environment
The wage range for this role takes into account the wide range of job-related factors that are considered in making compensation decisions, including but not limited to skill sets, experience, training, certifications, education, location and other business and organizational needs. A reasonable estimate of the current salary range is $55K-$70K annually. Our competitive salaries are just one component to CFMOTO's total compensation package. Additional benefits include: medical, dental & vision insurance, 401K Match, Vacation & Sick Time, Life Insurance and Employee Purchase Discounts and opportunities.
