Product Support Specialist

Duties and Responsibilities:

• Responds to and resolves dealer questions and/or problems in a professional manner. Accurately documents each call-in computer system.
• Gathers data for Quality Assurance and Warranty departments.
• Maintains current knowledge of Kawasaki’s product line and quickly learns all technical information on new products.
• Researches diagnostic procedures. Assists dealer technicians with diagnostic procedures.
• Assists in improving Kawaski dealer relations by providing solid customer service and expert technical knowledge.
• Authorizes warranties. Determines whether technical problem will be covered by Kawasaki warranty.
• Provides additional coverage where appropriate to increase customer satisfaction and loyalty.

Qualifications:

To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Must exhibit excellent oral and written communication skills.
• Strong customer service skills required.
• Must demonstrate the ability to successfully prioritize and organize multiple, competing tasks.
• Must be extremely detail and deadline oriented.
• Must bring energy and enthusiasm to group or team efforts.
• Must be able to collaborate with other departments to provide an outcome that is beneficial to Kawasaki, dealers and customers.
• Kawasaki dealership technician and service management experience is preferred, but not required.
• Must maintain valid Motorcycle License
• Must exhibit calm under pressure especially when trying to solve difficult technical questions and/or problems.
• Must also demonstrate patience in problem situations.
• Must maintain a satisfactory attendance level.
• Must have an understanding of Microsoft's Word and Excel software. Keyboarding/typing skills required and must be able to learn to use various software programs in order to successfully perform the job.
• Extended travel, up to several weeks at a time may be required.

Education and Experience:

High school diploma or general education degree (GED) is mandatory; and ten+ years of dealership service department related experience and/or training; or equivalent combination of education and experience.

Salary: $75,000 - $80,000

Equal Opportunity Employer
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