Technical Support Specialist

The Technical Support Specialist will be responsible for providing expert technical assistance to dealers, customers, and internal teams regarding our range of power sports products. This role requires strong problem-solving skills, in-depth knowledge of mechanical and electrical systems, the ability to perform service on power sports vehicles, and the ability to communicate complex technical information clearly and effectively. The ideal candidate will have a passion for power sports and a commitment to delivering exceptional customer service.

Responsibilities:

• Provide prompt and accurate technical support to dealers, customers, and internal teams via phone, email, chat, and in-person interactions.
• Diagnose and troubleshoot mechanical and electrical issues with power sports vehicles, guiding dealers and technicians through repair and maintenance processes.
• Offer expert advice on the installation, usage, and maintenance of parts, accessories, and equipment.
• Assist dealers in resolving technical issues, providing step-by-step guidance, and ensuring a positive experience.
• Handle escalated technical inquiries and complex problems, working closely with the Service Manager, engineering, and product teams when necessary.
• Maintain detailed records of dealer and customer interactions, issues, and resolutions in the company’s CRM system.
• Serve as the primary technical contact for dealer partners, providing training, troubleshooting, and support as needed.
• Assist dealers with warranty claims, product issues, and technical documentation.
• Conduct technical training sessions for dealer technicians to ensure they are knowledgeable about our products and capable of providing high-quality service.
• Stay updated on the latest developments in power sports technology, including new products, features, and industry trends.
• Continuously develop and maintain a deep understanding of the company’s product line, including specifications, common issues, and repair techniques.
• Create and maintain technical documentation, such as troubleshooting guides, FAQs, and instructional materials.
• Prepare and deliver technical reports and feedback to the Service Manager, product development, and engineering teams to help improve product quality and performance.
• Work closely with the Service Manager, parts and accessories, engineering, product development, and quality assurance teams to identify and resolve product issues.
• Provide feedback from dealers and customers to influence product improvements and future development.
• Identify recurring technical issues and suggest process improvements to reduce support requests and enhance dealer and customer satisfaction.
• Participate in ongoing training to improve technical skills and stay current with industry advancements.

Qualifications:

• High school diploma or equivalent required; technical certification or associate degree in a related field preferred.
• Proven experience in a technical support or service role, preferably within the power sports, automotive, or related industry.
• Strong mechanical and electrical troubleshooting skills, with hands-on experience in vehicle repair and maintenance.
• Excellent communication skills, with the ability to explain complex technical concepts to non-technical customers.
• Proficiency in using diagnostic tools, technical manuals, and computer software related to vehicle diagnostics.
• Strong organizational skills, with the ability to manage multiple tasks and prioritize effectively.