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SERVICE DEALER BUSINESS QUARTERLY Published April, June, September and December 2013
This position has a key role in achieving our Ariens corporate goal of making customer service a competitive advantage, and building "astounded customers." In this role, employees answer inquiries and resolve complaints from customers related to the use of Outdoor Power Equipment manufactured by the Ariens Company/Countax Ltd., as well as perform related services. Special assignments may be available, relative to customer channel, products, and duties which may have unique requirements for communication skills level of technical ability, and authority.
Main duties
In this position the Technical Support Leader is expected to undertake any duties within his/her capability and training, as and when required.
Converse with customers by telephone or electronic means regarding product set-up, operation, special applications, part replacement, and diagnosis of malfunction. Some cases may require onsite dealer or customer visits to assist with quick resolution of failures.
Ask questions geared to solving reported problems. Follow equipment identification through the Technical Publication System to accurately identify product documentation. Subsequently read and translate technical material in a manner that effectively communicates proper use and maintenance of the company's products, and process orders.
Assist customers with use of Internet based applications.
Follow established guidelines, rules, and procedures as defined by management. Use judgment to evaluate need for exceptions to policies to meet customer expectations.
Communicate and support other departments to resolve issues, including Production, Quality, Engineering, Sales, Equipment Ordering, Accounting, and Order Fulfillment.
Represent the Ariens Company in a positive manner, with objective of promoting customer satisfaction, and furthering revenue opportunities.
Plan and execute dealer service schools annually either at the factory or offsite dependent on dealer location.
Repair and problem solve returned units in the factory based workshop when solutions cannot be found through the dealer.
Travel to dealers to assist with complex technical issues and to provide training support to dealer technical staff.
Ensure warranty statements and warranty policies are simplified and aligned with corporate standards.
Implement and lead a product liability process.
Lead online data improvements including improved access to online content by both dealers and end users.
Participate and support continuous improvement initiatives throughout the company.
Other duties as assigned.
Closing date: Friday, May 31st 2013
How to apply: Send your application to Wendy Gray, HR Department: wgray@countax.com or telephone 01844 278800
