Job description

Job Objective:
This is a fully Remote Position.
Under the direction and supervision of the Customer Service Manager, this position performs a variety of Technical Customer Service-related functions for all Arrowhead Powersports companies.
Supports our external and internal customers with technical support, including diagnostic capabilities, product, and mechanical application for our products.

Key Areas of Responsibility:

• Accurately address all inquiries from a variety of customers in a timely and professional manner
• Deal directly with customers via telephone and email to provide order entry, customer service and technical support to end users, dealers, and distributors.
• Ability to determine product fail via media applications.
• Ability to view product, in hand and diagnose product issue/fail.
• Ability to read application & parts list to determine correct parts for customer’s application.
• Ability to read & update Smartsheet.
• Ability to read product prints and basic wiring diagrams.
• Communicate issues that arise with products to the appropriate areas, Quality Dept, Engineering Dept., Operations, etc.
• Knowledge of Brand warranties.
• Inspect returned parts and address product defects or deficiencies with the appropriate groups to resolve the issue.
• Constantly monitor product application descriptions for accuracy.
• Provide support to Engineering, Customer Service, Quality and Marketing departments.
• Assist with Marketing Initiatives
• Research parts for the Engineering group
• Review Distributorship catalogs to keep current with changing products.
• Occasionally attend trade shows and industry events to support our product lines.
• Perform other related duties as assigned.

Supervisory Responsibilities:
Must be self-sufficient.

Education and Qualifications:
High School Diploma or GED
Associate or bachelor’s Degree (Preferred not necessary)
Work experience in the power sports industry and/or sales experience (Preferred not necessary)
Knowledge of the Power Sports or Rotating Electrical, or Outdoor Power Equipment Industry, including major Distributors, competitors, products and applications

Competencies:
Customer Focus
Quality
Teamwork
Communication
Initiative
Accountability & Dependability
Development & Learning
Time Management and Prioritization
Attention to Detail

Other Skills/Abilities/Qualifications
Knowledge of component parts application to motor sports, rotating electrical, outdoor power & equipment industry as applicable.
Excellent time management skills
Strong customer relations skills.
Strong problem-solving skills.
Ability to incorporate telephone and email etiquette to ensure customer satisfaction.

Technological Abilities:
Microsoft Excel
Microsoft Word
Microsoft Outlook
Excellent Computer Skills
NetSuite Knowledge

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