Overview
Technical Service Representative- Bi-lingual/English and French Jobs in Winnipeg – Manitoba at Polaris Inc.
Title: Technical Service Representative- Bi-lingual/English and French
Company: Polaris Inc.
Location: Winnipeg – Manitoba
Category: Customer Service/HelpDesk
Position: Technical Service Representative- Bi-lingual (English and French)
Technical Service Representative
– Bi-lingual (English and French) page is loaded Technical Service Representative
– Bi-lingual (English and French) Apply locations Winnipeg, Manitoba, Canada time type Full time posted on Posted 4 Days Ago job requisition R22235
At Polaris Inc., we have fun doing what we love by driving change andinnovation. We empower employees to take onchallengingassignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE.
JOB SUMMARY:
Required:
Strong language skills in English & French reading, writing, and verbalcommunication.
Polaris Technical Service Representatives (TSRs) are responsible for delivering an industry-leading service experience to Polaris dealers and customers through technicalproblem resolution, product, and technical training, and by representing the voice of the dealer service department and technician to field and internal departments.
TSRs must build health service relationships with our dealer partners, establish trust and confidence, and effectively engage dealer partners with service initiatives that are critical to the customer experience and/or dealer service profitability. Thisleadershiprole requires cross-functional partnership across Owner Connections, Dealer Services, Post Sales Surveillance, Engineering, Field Sales, and a territory of dealers to understand and drive timely field resolution.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Assist dealers with vehicle troubleshooting, diagnostic, and repair using phone, case and live video support.
Mitigate dealer and owner disloyalty by executing on the service fundamentals to deliver an industry leading service experience that drives brand loyalty and owner retention.
Provide case support for vehicle diagnostics and warranty authorizations, including but not limited to determining root cause, warranty eligibility, component coverage and labor accuracy.
Monitor and manage an assigned group of dealers to identify and drive resolution on complex, escalated or stagnant contacts.
Proactively engage dealers through phone or live video conferencing to expedite vehicle diagnostics and repair and reduce overall vehicle down time.
Manage all escalations for assigned dealers to quickly and effectively resolve presented field concerns by considering all viewpoints, identify remedies and overcoming objections.
Make financial and business decisions that enhance brand loyalty and deliver world class customer service for Polaris based on dealer information, related experience, and critical judgement.
Become the product/ systems technical SME for supported product lines by staying current on product updates and identifying training opportunities for yourself and team from your day-to-day interactions.
Conduct in-person dealer visits as needed to resolve technical vehicle concerns, perform dealer audits, and offer coaching on Industry best practices to help guide dealers in their day-to-day operations.
Moderate and contribute to the exclusive Polaris online technical forum by providing guidance, generating content, and sharing new learnings to build upon the technical knowledge base of our products and our future.
Provide internal support to Dealer Support, Warranty, Owner Connections, and Engineering.
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