Technical Support Specialist

About Us

As a family-owned company, it’s the people who continue to make STIHL a successful, world-class brand. Since revolutionizing the forestry industry in Germany with the first electric chainsaw in 1926, the STIHL name has remained synonymous with outstanding innovations, high-quality products and comprehensive service.

With competitive compensation, excellent benefits and exciting growth potential, it is a great time to join the STIHL team!

Why You’ll Love Working at STIHL:

• Excellent health benefits including Medical, Dental & Vision Insurance
• Onsite Health & Wellness Center for employees and eligible family members
• Company-paid Life Insurance and Short & Long-Term Disability
• Robust retirement offerings including:
  • A fully vested Pension Plan after 5 years
  • A 401(k) with generous employer match
• Paid time off in addition to 11 Paid Holidays
• A strong culture of stability, community, and innovation
• Compensation: 52,000 - 64,000 per year with multiple payment opportunities and potential for annual merit increases. Actual compensation will depend on experience, qualifications, and internal equity
• Location: This position is located at our corporate office in Virginia Beach, VA

Purpose

To provide direct, industry leading assistance to STIHL dealers and end users concerning product troubleshooting guidance, repair guidance, warranty determination support, product application support, customer satisfaction assurance, and general customer service topics.

Job Duties & Responsibilities

• Provide high level technical support to dealers via phone, email or web chat. Includes technical troubleshooting, diagnostic and repair support of the full STIHL product range and associated systems.
• Provide technical support for end users via phone, email, and/or web chat. Includes full range product support including product selection, product application support, product maintenance, conflict resolution and all other possible customer satisfaction topics.
• Utilize Customer Relations Management (CRM) software to update customer records, document customer/dealer interactions, and keep detailed notes to assist with identifying possible issues and solutions.
• Participate in team training sessions and meetings to stay up to date on product knowledge, office policies, and support procedures.
• All other duties and responsibilities as assigned

Specifications

• High School Diploma or GED required; advanced degree in related discipline preferred
• Customer Service or Certifications in related principles are preferred.
• Relevant OPE Industry Certifications preferred

Required:

• Work experience in an outdoor power equipment dealer and/or OPE product knowledge.
• Ability to translate complex technical concepts to dealers and end users.
• Excellent verbal and written communication skills required – this job is the voice of STIHL to our customers.
• Proficient in Microsoft Office software, Customer Relations Management (CRM) software, SharePoint, live chat
• Time Management skills.

Preferred:

• 3+ years working as a technician (preferably on outdoor power equipment).
• End user professional experience (landscaper, arborist, etc.).
• Customer service or call center support experience.
• Problem-solving skills and ability to work independently